Executive, Service Delivery

CTOS; Petaling Jaya; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading fintech company in Petaling Jaya is seeking a Service Delivery Coordinator to support the execution of service delivery processes and ensure compliance with standards. The ideal candidate has at least 3 years of experience in service delivery or project coordination, with a strong foundation in communication and analytical skills. A Bachelor’s degree in related fields is required, and certifications in ITIL, PMP, or PRINCE2 are advantageous.

Qualifications

• Minimum 3 years of relevant experience in service delivery or project coordination.
• Certification in ITIL, PMP or PRINCE2 is a plus.
• Familiar with service management tools or platforms.

Responsibilities

• Support end-to-end execution of service delivery processes.
• Monitor daily service operations and ensure timely issue resolution.
• Prepare service reports and dashboards for performance tracking.

Skills

Attention to detail

Good communication skills

Analytical skills

Problem-solving skills

Education

Bachelor’s degree in Business Administration, Information Technology, Project Management

Tools

Service management tools

Job description

About the job

CTOS Digital is a key player in ASEAN credit reporting landscape, enabling digital credit solutions through strategic investment and innovation. We empower individual and business with the confident to make sound credit decision through access to data and insights at greater ease and speed.

This role will support the planning, execution and monitoring of service delivery across projects and programs to clients. This role will ensure that services are delivered to agreed-upon standards, timelines and budgets, while collaborating closely with project managers, clients and internal teams to drive continuous improvement and client satisfaction.

Key Responsibilities

• Support the end-to-end execution of service delivery processes in line with SLA and internal quality standards.
• Monitor daily service operations and ensure timely issue resolution by working closely with cross-functional teams.
• Maintain accurate documentation of service processes, client requirements, and issue resolutions.
• Prepare service reports and dashboards for internal reviews and performance tracking.
• Assist in identifying process gaps, inefficiencies, and recommend improvements for enhanced service performance.
• Coordinate onboarding and transition of new clients or services into operational workflows.
• Ensure adherence to compliance, risk, and data privacy policies in all service activities.
• Participate in service review meetings and contribute to client feedback and relationship management.

What Does It Take To Be Successful

Qualifications

• Bachelor’s degree in Business Administration, Information Technology, Project Management
• Certification in ITIL, PMP or PRINCE2 is a plus

Work Experience

• 3+ years of relevant experience in service delivery, project coordination or project coordination preferably in technology or fintech

Knowledge, Skills & Competencies

• Familiar with service management tools or platforms is a plus
• Attention to detail with good organization skills
• Good communication and interpersonal skills, with the ability to build rapport
• Good service delivery knowledge to support solution configuration issues and enhancements
• Good analytical and problem-solving skills
• Able to work independently and collaborate with cross-functional teams
• Able to multi-task, prioritize and manage time effectively.