Customer Delivery Manager

Enfrasys Group; Petaling Jaya; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading managed services provider in Malaysia is seeking a Service Delivery Manager to oversee the delivery of IT services to clients. Key responsibilities include leading the service delivery team, ensuring high customer satisfaction, and managing service budgets. The ideal candidate should have at least 3 years of experience in IT service delivery management, strong problem-solving skills, and expertise in Microsoft solutions. This role emphasizes building strong relationships with clients and identifying opportunities for service optimization.

Qualifications

• Minimum 3 years of experience in managing customer success in IT service delivery.
• Ability to manage multiple clients and priorities in a fast-paced environment.
• Demonstrated experience in an enterprise environment with Microsoft solutions knowledge.

Responsibilities

• Lead managed services delivery for efficiency and quality.
• Implement plans to maximize customer investment and service performance.
• Manage service budgets and oversee incident management processes.

Skills

Customer-focused mindset

Problem-solving skills

Strong communication

Analytical reporting skills

Education

Minimum 3 years experience in IT service delivery management

Microsoft Certification preferred

Tools

Microsoft Azure

Microsoft 365

Job description

Essential Duties and Responsibilities:

• Lead the managed services delivery for efficiency, quality and alignment with recurring revenue goals.
• Implement and monitor adoption plans for successful to drive or maximize the customer investment.
• Monitor service performance, analyze trends and implement corrective actions to improve quality.
• Lead and conduct regular service reviews with clients and internal teams to ensure transparency andaccountability to align services with strategic objectives.
• Act as the primary point of contact for service-related matters, ensuring high customer satisfaction.
• Proactively identify and address customer concerns, managing escalations effectively.
• Build and maintain strong, long‑term relationships with key stakeholders.
• Oversee incident, problem and change management processes to minimize service disruptions.
• Drive root cause analysis (RCA) for major incidents and implement preventive measures.
• Identify opportunities for service optimization, automation and cost efficiency.
• Lead initiatives to enhance delivery processes, tools and methodologies in collaboration with technicalteams.
• Manage service budgets, track costs and ensure profitability of managed services engagements.
• Support contract renewals, expansions and upsell opportunities in partnership with account teams.
• Manage third‑party vendors and subcontractors to ensure seamless service delivery

Education and/or Work Experience Requirements:

• Minimum 3 years of experience in managing customer expectation, customer success, IT service deliverymanagement, IT operations, managed services or related fields.
• Customer-focused mindset with strong problem‑solving skills.
• Proven track record of managing IT services in an enterprise or system integrator environment.
• Ability to manage multiple clients and priorities in a fast‑paced environment with changing demands.
• Demonstrated experience in an enterprise or system integrator environment, with knowledge of Microsoftsolutions like Azure, Microsoft 365, Data & AI or related are a plus.
• Strong communication and interpersonal skill for building and maintaining customer.
• Microsoft Certification preferred, with a passion for staying updated on cloud solutions.
• Strong analytical, reporting skill, problem‑solving skills and client handling experience, able to workindependently under pressure with changing priorities and unstructured environment