Service Delivery Manager

Zebra Technologies Corporation; George Town; Hybrid; MYR 120,000 - 180,000; Full time

Benefits offered by this job

hybrid work

adaptable hours

Summer Flex Fridays

Focus Fridays

annual well-being day

Job summary

Zebra Technologies Corporation in Malaysia is seeking a Service Delivery Manager to oversee the delivery of managed services to our DMS white-glove clients, ensuring high customer satisfaction and driving continuous improvement.

You will lead a team of service delivery professionals, collaborate with sales, operations and technical teams, monitor SLAs and KPIs, conduct regular reviews, and act as escalation point for complex issues.

Qualifications

• Oversee delivery of managed services to clients.
• Define and implement service delivery strategies and procedures.
• Monitor SLAs and KPIs and take corrective actions.
• Conduct regular service reviews with clients and stakeholders.
• Escalate complex service issues to resolution.

Responsibilities

• Oversee delivery of managed services to clients and ensure high satisfaction.
• Collaborate with service delivery team to optimize performance.
• Monitor SLAs and KPIs and address deviations.
• Lead service reviews with clients to discuss improvements and growth.
• Escalate complex incidents and coordinate resolution with teams.

Skills

Service Delivery Management

Stakeholder Management

Incident & Problem Management

Team Leadership

Job description

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer's and partner's needs and solve their challenges.

Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.

You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about‑locally and globally.

Come make an impact every day at Zebra.

What We're Looking For:

• The Global Advanced Services team is looking for a Service Delivery Manager to be responsible for DMS white-gloves clients. The successful candidate will be responsible for overseeing the delivery of managed services to our clients, ensuring high levels of customer satisfaction, and driving continuous improvement initiatives. Collaborate with a team of service delivery professionals, including Service Desk Analysts, Incident and problem Managers, and Service Delivery Coordinators, providing guidance to ensure the highest level of performance.
• Develop and maintain strong relationships with key stakeholders, both internally and externally, to understand client requirements and expectations. serving as the primary point of contact for service delivery-related matters.
• Collaborate with internal stakeholders, including sales, operations, and technical teams, to ensure alignment and coordination of service delivery efforts.
• Define and implement service delivery strategies, policies, and procedures to ensure the efficient and effective delivery of services.
• Monitor service performance against SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) and take corrective actions as necessary to address any issues or deviations.
• Conduct regular service reviews with clients to review performance, discuss service improvements, and identify opportunities for growth.
• Act as a point of escalation for complex service issues, working closely with technical and incident management teams to resolve incidents and minimize service disruptions.
• Champion a culture of continuous improvement within the service delivery team, driving initiatives to enhance processes, tools, and capabilities, and driving added-value actions to improve customer service.
• Develop and deliver service performance reports and presentations for management and clients, highlighting achievements, challenges, and areas for improvement.

Benefits:

• hybrid work
• adaptable hours
• Summer Flex Fridays
• Focus Fridays
• an annual companywide well-being day to promote revitalization and success

AI Technology Statement:

Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy.