Service Delivery Manager

Zebra Technologies (M) Sdn Bhd; Penang; Hybrid; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work

Flexible hours

Summer Flex Fridays

Focus Fridays

Well-being day

Job summary

Zebra Technologies (M) Sdn Bhd in Penang seeks a Service Delivery Manager to oversee managed services for key clients. You will ensure high customer satisfaction, manage service desks, incident and problem management, and drive improvements across processes and tools.

Collaborate with sales, operations, and technical teams, define service delivery strategies, monitor SLAs and KPIs, and present performance reports to management and clients.

Qualifications

• Experience in service delivery and client-facing roles.
• Strong ability to manage SLAs and KPIs and drive improvements.
• Proven collaboration across sales, operations, and technical teams.

Responsibilities

• Collaborate with service delivery professionals to ensure top performance.
• Develop and maintain relationships with stakeholders and clients.
• Coordinate with internal teams to align service delivery efforts.
• Define and implement delivery strategies, policies, and procedures.

Skills

Stakeholder management

SLA & KPI tracking

Incident & problem management

Service delivery coordination

Job description

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:

We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day to promote revitalization and success.