Head of Service Management

Maxis Broadband Sdn Bhd; Kuala Lumpur; On-site; MYR 90,000 - 120,000; Full time

Job summary

A leading telecommunications company in Malaysia is seeking a skilled individual to lead and mentor a team of Service Managers. This role is critical for defining the vision and enhancing service delivery for enterprise customers. The ideal candidate will ensure accountability for customer satisfaction while driving operational performance and service quality. Key responsibilities include managing service profitability, engaging C-level stakeholders, and implementing new service frameworks. Join us to make impactful contributions in a dynamic environment.

Benefits

Medical

Education support

Loans

Dental

Phone Bill Allowance

Mobile Phone Subsidy

Qualifications

• Experience in managing high-performing teams.
• Proven track record in service management and governance.
• Strong analytical skills with a focus on service metrics.

Responsibilities

• Lead and develop Service Managers for enterprise customers.
• Define vision and roadmap for Service Management.
• Ensure consistent SLA achievement and service quality.

Skills

Leadership

Customer advocacy

Operational excellence

Data analysis

Communication

Job description

Are you ready to get ahead in your career?

• We want to empower you to turn your ambitions into achievements.
• We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
• Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
• To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?

Key Responsibilities

• Lead, mentor, and develop a high-performing team of Service Managers managing enterprise customers across all segments.
• Define the vision, structure, and maturity roadmap for Service Management as a key differentiator within Maxis Enterprise.
• Oversee the governance of customer experience and service delivery performance, ensuring alignment with enterprise objectives and customer outcomes.

Service Excellence &

• Drive consistent SLA achievement, service quality, and customer satisfaction (CSAT/NPS) across all managed accounts.
• Champion customer advocacy through transparent communication, executive engagement, and continuous service improvement programs.
• Manage service profitability by identifying cost efficiencies while maintaining high delivery standards.
• Engage with C-level customer stakeholders and internal leadership to strengthen trust and long‑term partnership.
• Design and implement new service management frameworks, tools, and practices that anticipate customer needs and market evolution.
• Lead service transition planning for new or enhanced managed services, ensuring operational readiness, process integration, and customer satisfaction.
• Collaborate with Product, Engineering, and MSOC teams to ensure seamless service introduction and lifecycle management.

Operational Performance Management

• Oversee regular business and service reviews with key internal and external stakeholders.
• Monitor service KPIs, trend analyses, and improvement metrics to drive data‑driven operational excellence.
• Ensure incident, problem, and change management practices are consistently executed to minimize impact and recurrence.
• Own the enterprise-level problem management strategy, ensuring root‑cause elimination and systemic issue reduction.
• Lead Service Improvement Plans (SIPs) in collaboration with technical, operations, and assurance teams to address recurring performance gaps.
• Promote continuous improvement and automation to enhance responsiveness and customer visibility.

Key Interfaces

• Internal: Enterprise Sales, Product, Operations, Network, IT, Billing, Finance
• External: CIOs, Heads of Infrastructure, Government Officials, Strategic Partners

What’s next?

• Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.

Perks and benefits

• Medical
• Education support
• Loans
• Dental
• Phone Bill Allowance
• Mobile Phone Subsidy
• Additi

We are the leading integrated telco in Malaysia, connecting people and businesses to a world of possibilities. Tomorrow Begins Today as we make aspiration achievable today with reliable connectivity and simple experiences.

We deeply believe that the key element to our success has always been our people. To realize our shared vision to become Malaysia's leading integrated telco, we have embedded the language of commitment, performance and possibilities to embody our culture values.

We embrace an innovative and digital-first mindset which our people thrive on, helping them realise their potential and contribute their unique skills to create amazing products and services for our customers.