Hybrid Service Delivery Manager, Global Accounts

Zebra Technologies

Seberang Perai

Hybrid

MYR 120,000 - 180,000

Full time

8 days ago

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Benefits offered by this job

Hybrid work

Summer Flex Fridays

Focus Fridays

Well-being day

Job summary

Zebra Technologies in Malaysia is seeking a Service Delivery Manager to oversee the delivery of managed services for DMS clients, ensuring high satisfaction and driving continuous improvement. You will coordinate with service desk, incident managers, and cross‑functional teams to align delivery with client requirements.

Responsibilities include defining delivery strategies, monitoring SLAs/KPIs, and conducting regular service reviews to identify growth opportunities.

Qualifications

Experience in service delivery management or a similar role is preferred.
Strong stakeholder management and communication skills.
Ability to define and implement service delivery strategies.

Responsibilities

Oversee delivery of managed services to clients and ensure high customer satisfaction.
Collaborate with Service Desk Analysts, Incident and Problem Managers, and Service Delivery Coordinators.
Develop and maintain relationships with key stakeholders to understand client needs and expectations.
Define and implement service delivery strategies, policies, and procedures.
Monitor SLAs and KPIs and take corrective actions as needed.
Lead regular service reviews with clients to discuss performance and improvements.
Act as escalation point for complex service issues and coordinate with technical teams.
Drive continuous improvement initiatives across processes, tools, and capabilities.