【Japanese Speakers】Service Delivery Senior Consultant

Agensi Pekerjaan Reeracoen Malaysia Sdn. Bhd.; Selangor; On-site; MYR 200,000 - 250,000; Full time

Job summary

A leading company in Malaysia is seeking a Service Delivery Manager to oversee client relations and SAP application management. The role involves coordinating with various stakeholders, managing service delivery, and ensuring client satisfaction through effective communication and problem-solving strategies.

Qualifications

• Experience in managing client relationships and support.
• Familiarity with SAP systems and applications.
• Strong analytical and problem-solving skills.

Responsibilities

• Lead and manage a pool of clients on SAP applications.
• Monitor and manage progress of user tickets.
• Facilitate onboarding and transition of new clients.

Skills

Client Management

SAP Applications

Problem Solving

Communication

Analytical Skills

Job description

ENGAGEMENT REQUIRMENT
• Report to the AMS Senior Manager
• Lead, engage and manage a pool of clients on SAP/applications and systems
• Work closely with SAP functional, developers and technical support groups to forge collaborative consulting services
• Collaborate with Operation Manager on demand and capacity planning, process and security compliances, work schedules, and leave plans
• A mediator role between clients and support team on deliveries, ticket assignments and expectations
• Coordinate delivery and resources with team leads and Operations for ticket assignments
• Collaborate with SAP/Software Principal representatives on defect support, patch updates or upgrades or any matters pertaining to SAP/software

SCOPE OF WORK
The SDM is expected to perform and fulfill the following scope, among others, pertinent to the position:
• Manage a pool of local/offshore AMS clients on demand requirements, ticket deliveries and budgets
• Point of contact for clients on all support-related matters including critical issues
• Monitor and manage progress of users’ tickets, and provide status updates on tickets to users
• Manage and deescalate critical incidents with the support team and Operations
• Perform analysis on delivery performances and provide improvement recommendation or corrective actions where feasible
• Communicate with users to work out requirements, timelines, schedule, Go-Live, or support arrangement
• Facilitate or assist support team in solutioning for users
• Provide reports on service performance or deliveries, and conduct review with users
• Assist in providing strategies on client retention
• Facilitate or follow up on support contract for renewal
• Review and verify change request proposals from consultants
• Able to identify and facilitate from development of opportunities to delivery
• Plan and lead in transition of new clients to operations and conduct onboarding presentation
• Conduct lessons learnt workshops
• Provide peer review for quality control
• Provide peer coaching/hands-on training if required
• Prepare and submit weekly timesheets
• Comply to Information Security Management System (ISMS)