Service Delivery Manager

Voidsolutions; Kuala Lumpur; On-site; MYR 70,754 - 104,050; Full time

Benefits offered by this job

Health insurance

Training and development programs

Career growth opportunities

Job summary

Voidsolutions is seeking a Service Delivery Manager in Kuala Lumpur to ensure efficient service delivery. You will manage a team, oversee client relationships, and drive initiatives to enhance customer satisfaction. The ideal candidate will have 15 years of experience in service delivery and strong leadership skills. This role includes responsibility for budgeting and performance analysis. Competitive salary based on INR 17,00,000 to INR 25,00,000 per annum, with benefits and growth opportunities.

Qualifications

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• Minimum of 15 years of experience in service delivery.
• At least 5 years in a managerial role.

Responsibilities

• Oversee the delivery of services to clients.
• Develop and maintain strong relationships with clients.
• Lead, mentor, and develop a team of service delivery professionals.
• Monitor and measure customer satisfaction levels.
• Manage budgets and ensure cost-effective service delivery.

Skills

Leadership

Communication

Problem-solving

Data analysis

Customer service

Education

Bachelor's degree in Business Administration or related field

Master's degree

Tools

Service management software

Job description

At Void Solutions, we aim to contribute to the global service sector's excellence. Rooted in a commitment to quality, we aspire to provide exceptional services to our clients. Our unwavering dedication to extraordinary services is reflected in our steady growth, even during challenging times. As we expand our global footprint, from India to Dubai, Switzerland, and now Canada, our journey is defined by a passion for excellence and a relentless pursuit of transformative solutions.

Job Description

The Service Delivery Manager (SDM) is responsible for ensuring the efficient delivery of services to meet client expectations. This role involves managing a team of service delivery professionals, coordinating with other departments, and continuously improving processes to ensure high levels of customer satisfaction.

Responsibilities

• Oversee the delivery of services to clients, ensuring they meet or exceed agreed standards and service levels.
• Develop and maintain strong relationships with clients, acting as the primary point of contact for service-related issues.
• Lead, mentor, and develop a team of service delivery professionals.
• Conduct regular performance reviews and provide feedback to team members.
• Identify areas for improvement within the service delivery process and implement changes to enhance efficiency and quality.
• Develop and implement service delivery policies and procedures.
• Monitor and measure customer satisfaction levels, addressing any issues or concerns promptly.
• Implement strategies to improve customer satisfaction and retention.
• Allocate resources effectively to ensure timely and efficient service delivery.
• Manage budgets and ensure cost-effective service delivery.
• Generate regular reports on service delivery performance and present findings to senior management.
• Analyze data to identify trends and make informed decisions.
• Work closely with other departments (e.g., Sales, IT, Operations) to ensure seamless service delivery.
• Participate in client meetings and presentations as required.
• Ensure all service delivery activities comply with company policies and relevant regulations.
• Maintain high standards of quality and accuracy in all service delivery operations.

Requirements

• Bachelor’s degree in Business Administration, Information Technology, or a related field. A Master’s degree is a plus.
• Minimum of 15 years of experience in service delivery, customer service, or a related field, with at least 5 years in a managerial role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Problem-solving and conflict resolution skills.
• Proficiency in service management software and tools.
• Ability to analyze data and generate reports.
• Strong organizational and multitasking skills.
• Competitive salary with performance-based incentives.
• Opportunities for career growth and advancement.
• Training and development programs.
• Health insurance and other benefits as per company policy.

Salary Range

INR 17,00,000 - INR 25,00,000 per annum