Junior Service Delivery Manager - Incident & CX Focus

Scicom (MSC) Berhad; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading service management company in Kuala Lumpur is seeking a Service Delivery Manager (SDM) with over 5 years of experience in IT service management. The successful candidate will act as the main point of contact for technical escalations, manage customer relationships, and oversee service transitions. Responsibilities include improving customer satisfaction, conducting service reviews, and ensuring operational readiness. The position offers an attractive salary and benefits, including housing allowances and medical coverage. This role is full-time and located in Kuala Lumpur.

Benefits

Attractive Salary (RM7,000 – RM8,000)

Housing Allowance (RM500)

Performance related bonus

Annual Leave 15 days

Medical Leave 14 days

Medical and hospitalization coverage

Qualifications

• 5+ years of experience in IT service management, service delivery, or customer support roles.
• Experience in handling technical escalations and incident/problem management.
• Previous experience in managing customer relationships and improving customer satisfaction.
• Experience in conducting service reviews such as Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).
• Background in working with Managed Services, OEM support, or cloud service providers.

Responsibilities

• Act as the designated escalation manager for Major Service Agreement (MSA) customers.
• Take ownership of service escalations and engage relevant teams for prompt resolution.
• Oversee customer onboarding and ensure effective service transition.
• Monitor and improve customer retention and satisfaction.
• Conduct proactive trend monitoring and manage service performance reviews.
• Track, manage, and coordinate escalations adherence to procedures.
• Act as a customer advocate and drive continuous service improvement.
• Facilitate Monthly and Quarterly Business Reviews with accurate service data.
• Provide customer training and education to maximize service value.
• Ensure swift incident resolution through coordination with technical teams.
• Drive Customer Experience initiatives and analyze feedback for improvement.
• Collaborate with the Transition Team to ensure operational readiness.

Skills

Technical Knowledge

Incident & Problem Management

Service Monitoring & Reporting

Customer Relationship Management

Governance & Compliance

Communication & Stakeholder Management

Leadership & Decision-Making

Education

Bachelor's degree in IT, Computer Science, Business Management, or related field

Job description

A leading service management company in Kuala Lumpur is seeking a Service Delivery Manager (SDM) with over 5 years of experience in IT service management. The successful candidate will act as the main point of contact for technical escalations, manage customer relationships, and oversee service transitions. Responsibilities include improving customer satisfaction, conducting service reviews, and ensuring operational readiness. The position offers an attractive salary and benefits, including housing allowances and medical coverage. This role is full-time and located in Kuala Lumpur.