Client Delivery & Operation Support Specialist

Aiodin Tech Sdn Bhd; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading technology solutions provider in Kuala Lumpur is seeking a Client Delivery & Operation Support Specialist responsible for ensuring smooth client service delivery and operational support across systems and processes. This role requires 3-5 years of experience in IT or service delivery, strong problem-solving skills, and excellent communication abilities. Ideal candidates will act as the main contact for client queries, monitor SLAs, and drive continuous service improvements. Join a team dedicated to operational excellence.

Qualifications

• 3–5 years’ experience in IT, operations, or service delivery support (L2/L3 environment preferred).
• Good understanding of SLA management, incident tracking, and client communication processes.
• Knowledge of ITIL or service management practices is an advantage.

Responsibilities

• Serve as the primary contact for client enquiries, incidents, and operational issues.
• Coordinate with internal teams to troubleshoot, elevate, and close cases.
• Oversee daily service operations and ensure adherence to quality standards.
• Monitor and report on SLA performance and client satisfaction.
• Conduct data analysis to identify recurring issues and recommend solutions.
• Maintain operational documentation and workflow procedures.
• Collaborate with technical teams for system stability and updates.
• Provide regular reports and updates to clients and stakeholders.
• Drive continuous improvement of service processes.
• Build strong relationships across departments.

Skills

Coordination and problem-solving skills

Analytical thinking

Excellent communication and interpersonal skills

Detail-oriented

Job description

Client Delivery & Operation Support Specialist

This role is responsible for ensuring smooth client service delivery and operational support across systems and processes. The incumbent will act as the main point of contact for client enquiries and technical issues, coordinate with internal departments to ensure timely resolution, monitor SLAs, and continuously improve operational efficiency. The position requires a proactive, analytical, and service-oriented mindset — someone who takes ownership from issue identification to closure.

Role Summary

This role is responsible for ensuring smooth client service delivery and operational support across systems and processes. The incumbent will act as the main point of contact for client enquiries and technical issues, coordinate with internal departments to ensure timely resolution, monitor SLAs, and continuously improve operational efficiency. The position requires a proactive, analytical, and service-oriented mindset — someone who takes ownership from issue identification to closure.

Key Responsibilities

• Serve as the primary contact for client enquiries, incidents, and operational issues, ensuring timely follow-up and resolution.
• Coordinate with relevant internal teams to troubleshoot, elevate, and close cases within agreed Service Level Agreements (SLAs).
• Oversee daily service operations and ensure adherence to quality and performance standards.
• Monitor and report on SLA performance, client satisfaction, and issue trends.
• Conduct data analysis to identify recurring problems, determine root causes, and recommend preventive measures.
• Maintain and update internal knowledge bases, operational documentation, and workflow procedures.
• Collaborate closely with technical teams to support system stability, updates, and deployment activities.
• Provide regular reports and status updates to clients and internal stakeholders.
• Drive continuous improvement by identifying gaps, proposing solutions, and enhancing service processes.
• Build strong working relationships across departments and demonstrate proactive ownership of service outcomes.

Requirements

• 3–5 years’ experience in IT, operations, or service delivery support (L2/L3 environment preferred).
• Strong coordination and problem-solving skills with attention to detail.
• Good understanding of SLA management, incident tracking, and client communication processes.
• Analytical mindset; able to perform trend analysis and suggest process improvements.
• Excellent communication and interpersonal skills to manage both clients and internal teams.
• Proactive, curious, and accountable — takes initiative to learn systems and follow through independently.
• Knowledge of ITIL or service management practices is an advantage.