Exec II Service Delivery Management

FUJIFILM; Selangor; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading global technology company in Malaysia is seeking an experienced Account Implementation and Service Delivery Specialist to manage customer relationships and contract services. You will oversee the execution of service delivery strategies, ensure compliance with Service Level Agreements, and facilitate ongoing training. Ideal candidates will have strong negotiation skills, experience in account management, and a commitment to customer satisfaction. This role is pivotal to the company's operations and aims to enhance service quality.

Benefits

Competitive salary

Training and development opportunities

Health benefits

Qualifications

• Strong experience in account implementation and service delivery.
• Excellent communication and interpersonal skills for relationship management.
• Proven ability to manage contracts and negotiate terms effectively.

Responsibilities

• Participate in account implementation strategies and service content.
• Manage Service Level Agreements and ensure achievement of objectives.
• Conduct monthly/quarterly Account reviews and identify business opportunities.

Skills

Account management

Customer relations

Service Level Agreement management

Contract negotiation

Training and development

Education

Bachelor's degree in Business Administration or related field

Job description

1. Account Implementation and Service Delivery

• Participate in account implementation strategies, services content, delivery schedules and contract commencement dates with Fujifilm BI Business Analyst, Solutions Architect, Sales, and implementation teams
• Manage Service Level Agreements and achievement of Service Level objectives.
• Review and document workflow processes (or amendments) enabling contracted service delivery for each customer site

2. Contract Lifecycle Management

• Accountable for customer contract services operations:
• Deliver contracts within the agreed SLA fulfilling customer expectations and negotiate changes as appropriate ensuring value for money for the customer.
• Manage the resource requirements to achieve the agreed production targets ensuring adequate contingency plans are in place.
• Ensure that all core Operational processes are being adhered to and utilized
• Ensure effective use of resources and tools to enable delivery of defined levels of Services
• Maintain and manage the required processes supporting service delivery in allocated MPS/GUARDIA contracts
• Conduct monthly/quarterly Account review, communications strategy in conjunction with Sales, Operations staff and customers and identify potential business opportunities with relevant reports and operations information.
• Manage and organize training on new products and tools for the customer post implementation to staff and customers
• Responsible for activities to grow the revenue of the contract managed.
• Responsible for providing value-added service and/or solution required by the customer during the contract life cycle.

3. Billing and Recharge information to customers

• Gathering, Validation and Compilation of relevant information to substantiate billing requirements to contracted site based on SLA (all in-scope services - FX devices, 3rd party & professional services); meter readings, overtime, papers, consumables etc. info
• Develop cost recovery recharge & summary reports as per SLA and customers’ requirement
• Ensure all invoices are processed flawless and timely.

4. Customer & Staff Satisfaction and Service Quality

• Maintain positive relationships with customers, peers, sales, administration, and other Fujifilm BI units to ensure a smooth Services solutions implementation / installation and operation.
• Develop on-going training and counseling and guidance to staffs
• Escalation point for Docucare/Onsite Staff for all account management issues
• Implement and manage customer satisfaction monitoring processes for Fujifilm BI clients
• Accountable for the recruiting, education, development, and retention of team members (Docucare/Onsite Staff).
• Provide appropriate communication, support, and interface to both internal and external customers
• Conduct Customer Satisfaction survey, analyze the results and develop countermeasures