Service Delivery Manager

Zebra Technologies; Seberang Perai; Hybrid; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work

Summer Flex Fridays

Focus Fridays

Well-being day

Job summary

Zebra Technologies in Malaysia is seeking a Service Delivery Manager to oversee the delivery of managed services for DMS clients, ensuring high satisfaction and driving continuous improvement. You will coordinate with service desk, incident managers, and cross‑functional teams to align delivery with client requirements.

Responsibilities include defining delivery strategies, monitoring SLAs/KPIs, and conducting regular service reviews to identify growth opportunities.

Qualifications

• Experience in service delivery management or a similar role is preferred.
• Strong stakeholder management and communication skills.
• Ability to define and implement service delivery strategies.

Responsibilities

• Oversee delivery of managed services to clients and ensure high customer satisfaction.
• Collaborate with Service Desk Analysts, Incident and Problem Managers, and Service Delivery Coordinators.
• Develop and maintain relationships with key stakeholders to understand client needs and expectations.
• Define and implement service delivery strategies, policies, and procedures.
• Monitor SLAs and KPIs and take corrective actions as needed.
• Lead regular service reviews with clients to discuss performance and improvements.
• Act as escalation point for complex service issues and coordinate with technical teams.
• Drive continuous improvement initiatives across processes, tools, and capabilities.

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 customers and partners 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.

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.