Service Account Manager

JOS Malaysia; Selangor; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Anniversary Leave with Company

Festive Eve

Long Service Award

Training & Development

Medical Benefits including Dental &amp

Job summary

JOS Malaysia is seeking an experienced Service Account Manager to oversee service delivery and client relationships in Malaysia. You will lead cross-functional teams, manage SLAs, and drive service profitability while ensuring client satisfaction.

Ideal candidates bring 5+ years in service delivery or business management, strong leadership, excellent communication, and solid financial acumen. The role requires coordination with internal teams and collaboration with sales to grow offerings.

Qualifications

• 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).

Responsibilities

• Client Relationship Management: Build and maintain strong, long-lasting client relationships; act as the primary contact; ensure high-quality service delivery.
• Service Delivery Management: Oversee timely and effective delivery per SLA; coordinate with internal teams; ensure timelines and quality standards.
• Operational Oversight: Supervise contracts and SLAs; ensure compliance and provide day-to-day support to service teams.
• Team Leadership & Development: Lead and mentor the delivery team; promote high performance and continuous improvement; collaborate cross-functionally.
• Financial Management: Monitor budgets; analyze profitability; support accurate billing.
• Problem-Solving and Escalation: Identify issues early; escalate when needed; ensure business continuity.
• Strategic Planning & Business Growth: Contribute to strategy for service enhancements; identify expansion opportunities; assist sales in presenting offerings.
• Reporting & Documentation: Regularly report performance; keep contracts and service records updated; provide timely reports.

Skills

Client relationship management

Leadership

Communication skills

Financial acumen

Problem-solving

SLA management

Microsoft Office

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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