Service Delivery Executive

ViewQwest Management Sdn Bhd; Kuala Lumpur; On-site; MYR 48,000 - 60,000; Full time

Job summary

A telecommunications services provider in Kuala Lumpur is seeking a Service Delivery Officer to manage the delivery of network circuits for wholesale customers. The ideal candidate has a Bachelor's degree in a related field and 1-2 years of relevant experience. Responsibilities include coordinating with internal teams, managing customer communications, and ensuring accurate documentation. This role offers various benefits including medical and dental coverage, as well as annual increments.

Benefits

Medical

Miscellaneous allowance

Dental

Sports (e.g. Gym)

Vision

Yearly Increment

Subsidized Internet Plans

Qualifications

• Minimum 1-2 years of experience in service delivery, provisioning, or project coordination.
• Strong understanding of Layer 2/Layer 3 network concepts.
• Ability to manage multiple concurrent orders.

Responsibilities

• Manage the end-to-end delivery process for wholesale circuits.
• Act as the single point of contact for wholesale customers.
• Coordinate with internal teams to ensure on-time delivery.

Skills

Service delivery

Communication skills

Project coordination

Layer 2/Layer 3 network concepts

Detail-oriented

Education

Bachelor’s degree in Telecommunications, Information Technology, Engineering, or related field

Tools

CRM systems

Job description

Job Description – Service Delivery Officer (Wholesale)

The Service Delivery Officer – Wholesale is responsible for managing the end-to-end delivery of network circuits and connectivity services for wholesale customers, typically large telecommunications carriers, ISPs, or enterprise aggregators. This role ensures that customer requirements are met precisely, within agreed timelines, and in accordance with service lead‑time.

The officer serves as the primary coordinator and single point of contact (SPOC) for wholesale customer orders, working closely with internal teams—including engineering, provisioning, NOC, and field operations—as well as external partners to ensure smooth service activation and an exceptional customer experience.

Responsibilities

Manage the end-to-end delivery process for wholesale circuits — from order assignment to service activation and handover.

Act as the single point of contact (SPOC) for wholesale customers during service provisioning and delivery. Provide regular project updates and proactively communicate any potential risks or delays.

Review customer orders and validate technical requirements (e.g., VLAN tagging, NNI, IP assignment, cross‑connect, fiber handover points).

Attend project or service review meetings with wholesale partners to discuss delivery status and improvement areas whenever necessary.

Work with third‑party vendors and local partners when delivery involves external facilities or cross‑connects (e.g., Equinix, NetLink Trust, etc.).

Coordinate with internal teams (Engineering, provisioning, operations, and field teams) to ensure on‑time delivery and ensure alignment on customer requirements.

Ensure that all documentation (site details, test reports, handover forms) are complete and accurate before customer acceptance.

Handle and resolve customer escalations professionally and efficiently.

Requirements

Bachelor’s degree in Telecommunications, Information Technology, Engineering, or related field.

Minimum 1‑2 years of experience in service delivery, provisioning, or project coordination within a telecom or ISP environment.

Good understanding of Layer 2/Layer 3 network concepts (VLAN tagging, QinQ, routing, switching, IP addressing).

Familiarity with telecom provisioning processes, cross‑connect orders, and data center handovers.

Experience operating a CRM‑like system.

Strong communication and interpersonal skills — able to interact with mid to senior‑level clients and internal stakeholders.

Detail‑oriented, organized, and capable of managing multiple concurrent orders.

Able to work under pressure and manage tight delivery timelines.

Experience dealing with large telecom carriers, ISPs, or wholesale network partners. Familiarity with data center operations and NNI setup environments (e.g., Equinix, Global Switch) is an advantage.

Experience in a call‑center environment as well as familiarity with general troubleshooting of networking related problems is an added advantage for this position.

ViewQwest is a regional telco & ICT services provider with operations in Singapore (HQ), Malaysia, Philippines & Hong Kong. We specialize in providing Domestic and Global Connectivity, Managed Network and Managed Security solutions. We are a trusted partner of global Fortune 500 companies and top enterprises in SEA. For the past 20 years, we serve a wide range of industries and have helped many businesses build & transform their network & security infrastructure, securely move to the cloud, and achieve their digital agenda.

Perks and benefits: Medical, Miscellaneous allowance, Dental, Sports (e.g. Gym), Vision, Yearly Increment & Subsidized Internet Plans.