Global Remote Service Delivery Manager

Zebra Technologies; Seberang Perai; Remote; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work

Flexible hours

Summer Flex Fridays

Focus Fridays

Job summary

Zebra Technologies is seeking a Service Delivery Manager for its Global Advanced Services team to oversee the delivery of managed services to clients, ensure high customer satisfaction, and drive continuous improvement. This remote-friendly role is based in Penang, Malaysia, with collaboration across sales, operations, and technical teams.

You will define service delivery strategies, monitor SLAs/KPIs, conduct regular reviews, and serve as escalation point for complex issues, while championing a

Responsibilities

• Collaborate with a team of service delivery professionals, including Service Desk Analysts, Incident and problem Managers, and Service Delivery Coordinators, providing guidance to ensure the highest level of performance.
• Develop and maintain strong relationships with key stakeholders, both internally and externally, to understand client requirements and expectations. serving as the primary point of contact for service delivery-related matters.
• Collaborate with internal stakeholders, including sales, operations, and technical teams, to ensure alignment and coordination of service delivery efforts.
• Define and implement service delivery strategies, policies, and procedures to ensure the efficient and effective delivery of services.
• Monitor service performance against SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) and take corrective actions as necessary to address any issues or deviations.
• Conduct regular service reviews with clients to review performance, discuss service improvements, and identify opportunities for growth.
• Act as a point of escalation for complex service issues, working closely with technical and incident management teams to resolve incidents and minimize service disruptions.
• Champion a culture of continuous improvement within the service delivery team, driving initiatives to enhance processes, tools, and capabilities, and driving added-value actions to improve customer service.
• Develop and deliver service performance reports and presentations for management and clients, highlighting achievements, challenges, and areas for improvement.

Skills

Service delivery

Stakeholder management

Cross-functional collaboration

Escalation management

Performance reporting

Job description

Zebra Technologies is seeking a Service Delivery Manager for its Global Advanced Services team to oversee the delivery of managed services to clients, ensure high customer satisfaction, and drive continuous improvement. This remote-friendly role is based in Penang, Malaysia, with collaboration across sales, operations, and technical teams.

You will define service delivery strategies, monitor SLAs/KPIs, conduct regular reviews, and serve as escalation point for complex issues, while championing a