JOB PROFILE

Position: Service Delivery Manager
Work Location: Subang Jaya
Employment Type: Contractual

Roles and Responsibilities

• Managing the delivery of support services end-to-end as outlined in the assigned contract.
• Ensure customer contractual goals are achieved while providing the Ops Leaders and engineers with operational support and maintain the business profitability within the Operation Income margin.
• Work closely with Resource Managers and Ops lead to identify people capability gaps and resource planning.           
• Work with other departments / colleagues to ensure effective working relationships across the organization and stay current on internal work processes, policies and procedures.
• Ensure all escalation is managed well and any potential issues are highlighted to management and find solution.
• Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from team.
• Responsible for preparing and delivering Business Reviews to clients.
• Maintaining relationships with Business Directors, clients and responsible for understanding and complying with all company and team policies and procedures.
• Ensure optimum Customer Experience is achieved for all customers with Mesiniaga’s Customer Preferences Index (CPI) figures achieving the required target for the year.
• Perform Quarterly Delivery Review at the very least for top customers. Visit top customers regularly (based on revenue gained and complexity or criticality). Build strong partnership relationships with customers.
• Work closely with Mesiniaga’s SD/IMT to drive and support the elimination of Aging Incident Tickets and to take ownership of critical incidents and escalations from customers and work with IMT to manage them attentively until resolution.
• Work closely with Mesiniaga’s SD/IMT to perform cross-audits and ensure that parts are ALWAYS available and operation is compliant to the Service Level Agreement according to the assigned contract.
• Support Mesiniaga’s Sales in their Sales Activities by actively listening to customers and suggest or recommend solutions to potentially further Increase Company’s revenue.

Requirements

• Candidate must possess at least a Bachelor’s Degree, Post Graduate Diploma or Professional Degree in IT (Computer/Telecommunication), Computer Science, Business Administrations, or any relevant field.
• ITIL Certified.
• Six Sigma Green belt certified is an advantage.
• Knowledge Concept of KPI & SLA performance as well as Project Management.
• Basic financial knowledge – Operational Cost, Operational Income, Cost Optimization, Profit and Loss.
• Time management skills, including managing critical incidents and escalations.
• Able to manage multiple projects and tasks effectively.
• Ability to motivate and coach team, presenting new opportunities and challenges for additional development to achieve desired results.
• Effective management skills that demonstrate the ability to balance business goals and results with staff developmental needs
• Proficient in English and Bahasa Malaysia (both written and verbal).