Senior Service Delivery & Client Success Lead

NTT MSC Sdn Bhd; Selangor; Hybride; MYR 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Hybrid Working

Résumé du poste

NTT MSC Sdn Bhd seeks a Service Delivery Specialist to maintain continuity in service, manage contracts for mid-to-large client accounts, and ensure client satisfaction and contract profitability. The role interfaces with client stakeholders across regions and drives service governance, reviews, and documentation.

The candidate will operate in a hybrid workplace, coordinate with GDC and Transition teams, and identify areas for service improvement.

Qualifications

• Bachelor’s degree in Information Technology or Business Administration or related field.
• ITIL Certification (Foundation or higher).
• Project Management Professional (PMP) certification desirable.
• Client Relationship Management certification desirable.

Responsabilités

• Serve as primary interface managing client relationships and services.
• Perform client-facing service activation activities and support GDC in activation.
• Oversee operations performance: create and report Service Delivery Reports and manage escalations.
• Scrutinize major incidents and lead process improvements when SLAs are missed.
• Manage RoE changes and ensure contract status through Service First assets.
• Coordinate with Transition teams and Technical Account Manager on runbooks.
• Keep runbooks updated with network maps, diagrams, contacts, and service mappings.
• Lead resolution of product and technical issues with TAC for service delivery.
• Assure lifecycle management for all contracted services and governance.

Connaissances

Relationship management

Delivery coordination

Communication

Analytical thinking

Problem solving

Client service

Persuasion & influence

Initiative

Budget/resource management

Project management

Formation

Bachelor’s degree in IT or Business Administration

ITIL Certification

PMP certification desirable

CRM certification desirable

Description du poste

NTT MSC Sdn Bhd seeks a Service Delivery Specialist to maintain continuity in service, manage contracts for mid-to-large client accounts, and ensure client satisfaction and contract profitability. The role interfaces with client stakeholders across regions and drives service governance, reviews, and documentation.

The candidate will operate in a hybrid workplace, coordinate with GDC and Transition teams, and identify areas for service improvement.