Operation Support (Service Delivery)

Ancile Solutions Sdn Bhd; Permatang Damar Laut; On-site; MYR 56,000 - 89,000; Full time

Job summary

Ancile Solutions Sdn Bhd, based in Penang, seeks a Service Delivery Executive to ensure successful delivery of IT services per SLAs. The role involves coordinating with technical, sales and support teams to meet client needs and drive service excellence.

The position also supports the sales team with administrative tasks, document preparation, quotations, POs, billing and delivery coordination. Full-time or contract options are available.

Qualifications

• Experience in IT services delivery and client management.
• Ability to coordinate with technical, sales and support teams.
• Strong organizational and time management skills.

Responsibilities

• Serve as the primary point of contact for service delivery with clients.
• Monitor service delivery performance and SLAs.
• Coordinate with internal teams to deliver client solutions.
• Identify and escalate service delivery issues promptly.
• Maintain records of client requirements and communications.
• Conduct service reviews and gather client feedback.
• Assist account managers with sales-related tasks.
• Process quotations, purchase orders, invoicing and deliveries.

Skills

Client coordination

SLAs

Cross-functional coordination

Service delivery

Job description

The Service Delivery Executive is responsible for ensuring the successful delivery of services to clients according to agreed service level agreements (SLAs). This role involves coordinating with internal teams, managing client expectations, and driving service excellence to ensure customer satisfaction and operational efficiency.

Besides, this job require to perform sales admin task to support our sales team. This role involves managing administrative tasks to ensure the efficient operation of the sales department and will be responsible for preparing, maintenance and coordinating sales related documents.

Key Responsible

• Serve as the primary point of contact for service delivery matters with clients.
• Monitor and manage service delivery performance and SLAs.
• Coordinate with technical, sales, and support teams to deliver solutions aligned with client needs.
• Identify and assigned service delivery issues to engineers or escalations promptly.
• Maintain detailed records of client requirements, activities, and communications.
• Conduct regular service reviews and gather client feedback.
• Support continuous improvement initiatives and process optimization
• Assist account manager to manage services sales related matter
• Provide administrative field sales support to Account Managers, source for products, prepare quotation, follow up with customers, process purchase orders, arrange billing and delivery Process sales order
• To undertake any ad-hoc assignments as and when required
• Ensure compliance with company policies, quality standards, and contractual obligations.

Customer Service

• Handle customer enquiries, requests and feedback in a professional and timely manner.
• Maintain good relationships with customers and ensure a positive customer experience.
• Follow up with customers on service requests, quotations, orders, deliveries and other outstanding matters.
• Understand customer concerns and coordinate with the relevant departments to provide appropriate solutions.
• Keep customers informed of service progress, expected timelines and any changes.
• Monitor customer satisfaction and highlight recurring issues or concerns to management.
• Support customer retention by providing responsive and professional after-sales service.

Full-time or contract position available

Preferred Attributes

• Experience in IT services industry is a plus.
• Detail-oriented with strong organizational and time management skills.
• Team player with a proactive and positive attitude.
• Strong interpersonal skills and customer-service mindset.
• Familiarity with basic sales or order processing workflows.

Overview of company

Headquartered in Penang, we work alongside you to plan and structure your IT system according to your needs and requirements.

Ancile Solutions is a prominent IT system integrator company in Malaysia that was established with a desire to help businesses transform and modernise using innovative software solutions. Since 2009, our focus has been on Network and Systems technology and incorporating it into business operations seamlessly and effectively. We strive to drive companies to success with our smart solutions.

We do not believe that one size fits all.

Overview of company

Headquartered in Penang, we work alongside you to plan and structure your IT system according to your needs and requirements.

Ancile Solutions is a prominent IT system integrator company in Malaysia that was established with a desire to help businesses transform and modernise using innovative software solutions. Since 2009, our focus has been on Network and Systems technology and incorporating it into business operations seamlessly and effectively. We strive to drive companies to success with our smart solutions.

We do not believe that one size fits all.