Service Account Manager

JOS (Malaysia) Sdn. Bhd.; Petaling Jaya; On-site; MYR 134,000 - 201,000; Full time

Benefits offered by this job

Anniversary Leave with Company

Festive Eve

Long Service Award

Training & Development

Medical Benefits including Dental & 1&

Job summary

JOS Malaysia Sdn. Bhd. is seeking a Service Account Manager to oversee and optimize the delivery of IT/services to clients in Malaysia. You will build strong client relationships, coordinate cross-functional teams, and ensure service excellence and profitability.

The role emphasizes leading service delivery, managing SLAs, and identifying growth opportunities while ensuring client satisfaction and smooth operational execution.

Qualifications

• 5+ years in service delivery management or business management in IT/services.
• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Proven client relationship management and service excellence.
• Budgeting and financial reporting experience.
• Familiarity with SLA management and contract execution.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).

Responsibilities

• Build and maintain strong, long-lasting client relationships.
• Act as the primary point of contact for clients and resolve issues promptly.
• Ensure delivery of high-quality service meeting SLA requirements.
• Coordinate with internal teams to implement service projects and resolve issues.
• Oversee contracts, SLAs, and service schedules for compliance.
• Lead and mentor the service delivery team for high performance.
• Monitor budgets and analyze financial data for profitability.
• Work with finance to ensure accurate and timely billing.
• Identify opportunities for service growth and new offerings.
• Report service delivery performance to senior management.
• Document contracts, service records, and client communications.

Skills

Leadership

Client relationships

Communication

Financial acumen

SLA management

MS Office

Tools

Microsoft Office

Job description

The Service Account Manager is responsible for overseeing and managing the delivery of services to clients at JOS Malaysia. This includes building and maintaining strong client relationships, ensuring service excellence, optimizing operations, leading cross-functional teams, and ensuring financial success in service delivery. The Service Account Manager will play a key role in identifying opportunities for service growth and ensuring client satisfaction.

WHAT YOU'LL BE DOING

Client Relationship Management:

• Build and maintain strong, long-lasting client relationships.
• Act as the primary point of contact for clients, addressing concerns and resolving issues promptly.
• Ensure the delivery of high-quality service that meets or exceeds client expectations.

Service Delivery Management:

• Oversee and ensure timely and effective delivery of services as per the Service Level Agreement (SLA).
• Coordinate with internal teams to implement service projects and resolve client issues efficiently.
• Ensure adherence to agreed-upon timelines and quality standards for service delivery.

Operational Oversight:

• Supervise the execution of contracts, service agreements, and SLAs.
• Ensure compliance with service delivery schedules and quality expectations.
• Provide day-to-day operational support to service teams, ensuring smooth execution.

Team Leadership & Development:

• Lead and mentor the service delivery team, fostering a culture of high performance and continuous improvement.
• Drive team performance through training, development, and regular feedback.
• Ensure efficient collaboration with cross-functional teams to streamline service delivery processes.

Financial Management:

• Monitor service delivery budgets and ensure cost-effective service execution.
• Analyse financial data to ensure profitability and manage costs efficiently.
• Work with the finance department to ensure accurate and timely billing for services provided.

Problem-Solving and Escalation:

• Proactively identify potential service delivery issues and resolve them in a timely manner.
• Escalate unresolved matters to senior management, proposing solutions to ensure continuity of service.
• Manage risk and ensure business continuity during service disruptions.

Strategic Planning & Business Growth:

• Contribute to strategic planning for service enhancements or new offerings.
• Identify opportunities for expanding service offerings to existing and new clients.
• Collaborate with the sales team to present service offerings and secure new business.

Reporting & Documentation:

• Regularly report on service delivery performance to senior management.
• Ensure proper documentation of contracts, service records, client communications, and other relevant paperwork.
• Provide accurate and timely service delivery reports to clients and internal stakeholders.

REQUIREMENT

• Minimum of 5 years' experience in service delivery management or business management, preferably within the IT or services sector.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proven track record in client relationship management and service excellence.
• Financial acumen, including budgeting and financial reporting.
• Problem-solving and critical thinking capabilities.
• Familiarity with SLA management and contract execution.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

ATTRACTIVE BENEFITS

• Anniversary Leave with Company
• Festive Eve
• Long Service Award
• Training & Development
• Medical Benefits including Dental & Optical

Computer Software & Networking 101-1,000 employees

JOS Malaysia is a leading global solutions and services provider with a successful track record of over 30 years in the Information and Communications Technology (ICT) market serving government entities and blue‑chip companies across industries such as FSI, F&B, Electronics, Healthcare, Media, and Retail.

JOS Malaysia has deep expertise in delivering end-user computing, IT system integration and IT infrastructure support services.

At JOS Malaysia, we are committed to making a lasting difference by helping businesses meet challenges and maximize opportunities.

JOS Malaysia is a leading global solutions and services provider with a successful track record of over 30 years in the Information and Communications Technology (ICT) market serving government entities and blue‑chip companies across industries such as FSI, F&B, Electronics, Healthcare, Media, and Retail.

JOS Malaysia has deep expertise in delivering end-user computing, IT system integration and IT infrastructure support services.

At JOS Malaysia, we are committed to making a lasting difference by helping businesses meet challenges and maximize opportunities.