Service Delivery Manager

B2B Commerce (M) Sdn Bhd; Selangor; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Service Delivery Manager to enhance client satisfaction through effective service management. In this role, you will ensure the seamless delivery of services, engage with stakeholders, and implement quality assurance protocols. Your expertise in ITIL practices and project management will be crucial in driving service improvements and maintaining high standards. This is a fantastic opportunity to make a significant impact within a dynamic organization committed to excellence in service delivery.

Qualifications

• 2 to 5 years of experience in Account Management.
• In-depth knowledge of ITIL practices and service delivery management.

Responsibilities

• Ensure services are delivered according to standards and expectations.
• Monitor service delivery performance and recommend improvements.

Skills

Project Management

Analytical Skills

Communication Skills

Critical Thinking

Customer Focus

Education

Degree in Computer Science

ITIL V3/V4 Certification

Job description

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Responsible for ensuring that services are seamlessly delivered to the clients of an organization.

Plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.

Primary Responsibilities:

1. Ensure all services are delivered according to specific standards and expectations.
2. Ensure compliance with service management governance standards and policies in the areas of IT application, development, and maintenance.
3. Engage and drive major incident topics to successful closure within the given SLA while maintaining effective communication channels with customers and relevant stakeholders in a timely manner. Conduct post-review via problem management to prevent recurrences.
4. Monitor, evaluate, and address service delivery performance.
5. Recommend service improvements.
6. Provide accurate and regular reports to management on service delivery performance.
7. Facilitate communications to the business (e.g., incident alerts, change freezes, etc.).
8. Contribute to the business-oriented IT service catalog for applications, including links to business processes, service levels, and request management for IT services.
9. Develop, implement, and maintain quality assurance protocols.
10. Monitor critical application governance, report on service level performance, and generate improvement actions where necessary.
11. Understand business needs, priorities, and opportunities.
12. Manage key internal and external stakeholder relationships to achieve engagement, drive change, and provide technical leadership in designing and developing new IT solutions.
13. Manage customer satisfaction, service improvement programs, escalations, and complaint management.
14. Identify customer service improvements and opportunities.
15. Establish and maintain a positive customer relationship and impression.
16. Proactively identify, mitigate, and track recurring customer service issues.

Requirements

1. Degree in Computer Science, Information Systems, or equivalent.
2. 2 to 5 years of experience in Account Management.
3. Highly organized and detail-oriented.
4. Skilled in Project Management.
5. In-depth knowledge and experience of ITIL practices, especially in Incident, Problem, Change, Service Catalogue, and Knowledge Management.
6. ITIL certification – ITIL V3/V4 Foundation or higher, OSA preferred.
7. Analytical skills to provide data and insights for improvements.
8. Broad understanding across software development, infrastructure support, and SLA/KPI management.
9. Critical thinking skills.
10. Excellent communication skills for conveying information to technical and non-technical stakeholders.
11. Remarkable presentation skills when engaging with customers and building relationships.
12. Able to lead/steer meetings with stakeholders and deliver in-depth RCA.
13. Proficient in English and Bahasa Malaysia (written and spoken).
14. Strong customer focus and stakeholder expectation management.
15. Competent in documenting and managing processes and procedures.
16. Able to establish the entire Service Delivery Management system from scratch.