Customer Delivery Manager

Enfrasys Group; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Enfrasys Group seeks a Client Relationship Manager to oversee client relationships and value delivery across consulting and managed services in Petaling Jaya, Malaysia. You will act as the primary service contact, drive value realization, and collaborate with account teams for renewals and upsells.

You will also lead service operations, governance, and continuous improvement, ensuring SLAs are met and incidents are resolved efficiently while steering teams and vendors for optimal delivery.

Qualifications

• Minimum 3 years of experience in managing customer expectations, customer success, IT service delivery management, 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 Microsoft solutions like Azure, Microsoft 365, Data & AI or related are a plus.
• Strong communication and interpersonal skills for building and maintaining customer relationships.
• Microsoft Certification preferred, with a passion for staying updated on cloud solutions.
• Strong analytical, reporting skills and client handling experience, able to work independently under pressure with changing priorities and unstructured environment

Responsibilities

• Lead and nurture strong client relationships, ensuring high levels of customer satisfaction and trust.
• Act as the primary point of contact for service-related matters, managing expectations and addressing concerns proactively.
• Conduct regular service review meetings with clients to ensure transparency, alignment and continuous value realization.
• Drive customer adoption of services and solutions to maximize value, ROI and long-term partnership growth.
• Discover new leads and identify opportunities for renewals, expansions and upsell in collaboration with account teams.
• Oversee day-to-day managed service operations to ensure efficiency, quality, and service reliability.
• Lead service governance activities, ensuring adherence to standards, SLAs and compliance requirements.
• Monitor service performance, analyze operational trends and implement corrective or preventive actions.
• Drive incident, problem and change management processes to minimize service disruptions.
• Conduct Root Cause Analysis (RCA) for major incidents and lead the implementation of long-term fixes.
• Identify and execute initiatives for service optimization, automation, improved processes and cost efficiency.
• Lead and manage service delivery teams, ensuring appropriate resource allocation, workload balance and skills development.
• Coordinate with third-party vendors and subcontractors to ensure seamless, integrated service delivery and compliance with commitments.
• Provide guidance, support and leadership to internal teams to drive operational excellence and continuous improvement.
• Manage escalations effectively, ensuring timely resolution and communication with stakeholders.
• Maintain governance discipline across the service lifecycle to prevent recurring issues and ensure service stability.
• Manage service budgets, track costs and ensure profitability of service engagements.
• Align service delivery operations with business goals, revenue targets and customer success outcomes.

Skills

Customer Success

IT Service Delivery

Problem Solving

Communication

Interpersonal Skills

Project Coordination

Tools

Azure

Microsoft 365

Data & AI

Job description

Petaling Jaya, Selangor, Malaysia Consulting & Managed Services

1. Client Relationship Management & Value Delivery

• Lead and nurture strong client relationships, ensuring high levels of customer satisfaction and trust.
• Act as the primary point of contact for service-related matters, managing expectations and addressing concerns proactively.
• Conduct regular service review meetings with clients to ensure transparency, alignment and continuous value realization.
• Drive customer adoption of services and solutions to maximize value, ROI and long-term partnership growth.
• Discover new leads and identify opportunities for renewals, expansions and upsell in collaboration with account teams.

2. Service Operations, Governance & Continuous Improvement

• Oversee day-to-day managed service operations to ensure efficiency, quality, and service reliability.
• Lead service governance activities, ensuring adherence to standards, SLAs and compliance requirements.
• Monitor service performance, analyze operational trends and implement corrective or preventive actions.
• Drive incident, problem and change management processes to minimize service disruptions.
• Conduct Root Cause Analysis (RCA) for major incidents and lead the implementation of long-term fixes.
• Identify and execute initiatives for service optimization, automation, improved processes and cost efficiency.

3. Team & Resource Management

• Lead and manage service delivery teams, ensuring appropriate resource allocation, workload balance and skills development.
• Coordinate with third-party vendors and subcontractors to ensure seamless, integrated service delivery and compliance with commitments.
• Provide guidance, support and leadership to internal teams to drive operational excellence and continuous improvement.
• Manage escalations effectively, ensuring timely resolution and communication with stakeholders.
• Maintain governance discipline across the service lifecycle to prevent recurring issues and ensure service stability.

5. Business & Financial Management

• Manage service budgets, track costs and ensure profitability of service engagements.
• Align service delivery operations with business goals, revenue targets and customer success outcomes.

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