Critical Situations Delivery Manager

Sonata Software; Malaysia; On-site; MYR 80,000 - 120,000; Full time

Job summary

Sonata Software is seeking a Support Delivery Manager in Malaysia to manage Critical Situation incidents for high-priority clients, including government and Fortune 500 companies. Applicants should have 5-8 years of experience in customer service, with a minimum of 3 years in a technical role. Strong communication, problem-solving, and negotiation skills are essential. Proficiency in English and willingness to work flexible hours, including weekends and holidays, are required. ITIL and PMP certifications are advantageous.

Qualifications

• Minimum 5-8 years of experience in a customer-oriented position.
• 3 years in a technical role is desirable.
• Proficiency in English and one additional language.
• Ability to work non-standard hours, weekends, and public holidays.

Responsibilities

• Manage Critical Situation incidents impacting customers.
• Deliver high-quality support and customer experience.
• Collaborate with departments to resolve escalated issues.
• Participate in the 24x7 coverage schedule.

Skills

Customer orientation

Strong negotiation skills

Problem-solving skills

Effective communication

Education

Bachelor's Degree in Computer Science or Information Technology

Tools

ITIL Certification

PMP Certification

Job description

Sonata Software is seeking a Support Delivery Manager in Malaysia to manage Critical Situation incidents for high-priority clients, including government and Fortune 500 companies. Applicants should have 5-8 years of experience in customer service, with a minimum of 3 years in a technical role. Strong communication, problem-solving, and negotiation skills are essential. Proficiency in English and willingness to work flexible hours, including weekends and holidays, are required. ITIL and PMP certifications are advantageous.