Service Delivery Manager (Covers MY & SG)

Recruit Express; Kuala Lumpur; Hybrid; MYR 244,000 - 406,000; Full time

Job summary

Recruit Express is seeking a Service Delivery Manager to oversee strategic customer relationships across Malaysia and Singapore, ensuring a smooth end-to-end Professional Services experience.

The role requires 6+ years in customer-facing service delivery or related fields, strong communication and stakeholder management, and the ability to coordinate with delivery teams across multiple workstreams. Contract: 1 year with hybrid remote and onsite work.

Qualifications

• 6+ years of customer-facing experience in Service Delivery, Customer Success, Technical Account Management or similar roles.
• Strong experience managing customer relationships and escalations.
• Excellent communication and stakeholder management skills.
• Comfortable communicating with both senior executives and technical teams.
• Able to manage multiple customers and workstreams simultaneously.
• Strong coordination, problem-solving and relationship-building skills.
• Added Advantage: Familiarity with ITIL / Incident Management processes.
• Experience using Salesforce or similar CRM platforms.

Responsibilities

• Manage relationships with a portfolio of strategic customers.
• Conduct regular customer calls and business reviews.
• Ensure service engagements are delivered according to customer expectations.
• Act as the main point of contact for service-related escalations.
• Coordinate with technical and delivery teams to resolve customer issues.
• Facilitate and present Root Cause Analysis (RCA) following critical incidents.
• Monitor account health, risks and customer satisfaction.
• Work closely with internal Sales, Account Management and technical teams.
• Gather customer feedback and identify opportunities for service improvement.

Skills

Customer-facing experience

Service Delivery

Customer Success

Technical Account Management

Escalation management

Stakeholder management

Tools

Salesforce

Job description

Service Delivery Manager (Covers MY & SG)

We’re Hiring: Professional Service Delivery Manager

We’re looking for an experienced Service Delivery professional to manage strategic customer relationships and ensure a smooth end-to-end Professional Services experience.

If you have a strong background in IT service delivery, customer success, technical account management, or managed services, this could be a great opportunity!

Contract: 1 Year

Work Arrangement: Hybrid Remote & Onsite

What You’ll Be Doing

• Manage relationships with a portfolio of strategic customers.


• Conduct regular customer calls and business reviews.


• Ensure service engagements are delivered according to customer expectations.


• Act as the main point of contact for service-related escalations.


• Coordinate with technical and delivery teams to resolve customer issues.


• Facilitate and present Root Cause Analysis (RCA) following critical incidents.


• Monitor account health, risks and customer satisfaction.


• Work closely with internal Sales, Account Management and technical teams.


• Gather customer feedback and identify opportunities for service improvement.

What We’re Looking For

• 6+ years of customer-facing experience in Service Delivery, Customer Success, Technical Account Management or similar roles.


• Strong experience managing customer relationships and escalations.


• Excellent communication and stakeholder management skills.


• Comfortable communicating with both senior executives and technical teams.


• Able to manage multiple customers and workstreams simultaneously.


• Strong coordination, problem-solving and relationship-building skills.

Added Advantage

• Background in Networking, Security or IT Infrastructure.


• Experience within Professional Services or Managed Services.


• Familiarity with ITIL / Incident Management processes.


• Experience using Salesforce or similar CRM platforms.