Customer Experience & Service Delivery Lead

Tech Mahindra; Kuala Lumpur; Presencial; MYR 120.000 - 180.000; Jornada completa

Descripción de la vacante

Tech Mahindra is seeking a Service Delivery Manager in Kuala Lumpur to own end-to-end QoS and customer satisfaction for telecom/IT services. You will be the primary client contact, manage SLAs, and drive SIP improvements with cross-functional teams.

You will coordinate monthly/annual service reviews, prepare customer reports, and support up-selling while maintaining deep knowledge of all services and solutions. ITIL knowledge is preferred.

Formación

• Minimum 5 years of experience in customer-facing roles within telecom or IT.
• Experience in customer service and project management.
• Experience managing virtual teams and handling technical environments.
• Bachelor’s degree (Business, IT, or related field) or equivalent.
• ITIL certification preferred.

Responsabilidades

• Own end-to-end responsibility for Quality of Service and Customer Satisfaction across all services for assigned customers.
• Ensure service delivery is measured against defined SLAs.
• Act as primary point of contact for customers (Malaysia and International) for service-related matters.
• Proactively identify customer needs and opportunities to enhance and grow the relationship.
• Plan, prepare, and manage monthly and annual Service Review Meetings.

Conocimientos

English

Customer facing

Communication

Negotiation

Project management

Account management

Leadership of virtual teams

Educación

Bachelor’s degree

Descripción del empleo

Tech Mahindra is seeking a Service Delivery Manager in Kuala Lumpur to own end-to-end QoS and customer satisfaction for telecom/IT services. You will be the primary client contact, manage SLAs, and drive SIP improvements with cross-functional teams.

You will coordinate monthly/annual service reviews, prepare customer reports, and support up-selling while maintaining deep knowledge of all services and solutions. ITIL knowledge is preferred.