Service Desk Manager

Career Horizons; Petaling Jaya; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading company in Malaysia is seeking an Account Manager to ensure service delivery excellence and compliance with IT governance standards. The role involves managing stakeholder relationships, driving service improvements, and providing technical leadership. Ideal candidates will have a degree in Computer Science and experience in account management, along with strong communication and analytical skills.

Qualifications

• 2 to 5 years of experience in Account Management.
• Proficient in English and Bahasa Indonesia.

Responsibilities

• Ensure services are delivered according to standards.
• Monitor service delivery performance and recommend improvements.
• Manage customer satisfaction and service improvement programs.

Skills

Organized

Detail oriented

Analytical

Critical thinking

Excellent communication

Customer focus

Education

Degree in Computer Science

ITIL V3/V4 Foundation certificate

Job description

The new role:

• Ensure all services are delivered according to specific standards and expectations.
• Ensuring compliance with service management governance standards and policies in the areas of IT application, development, and maintenance.
• Engaging and driving major incident topics to successful closure within the given SLA while maintaining effective communication channels with customer and relevant stakeholders in timely manner.
• Also ensuring a post review is conducted via problem management to avoid recurrences.
• Monitoring, evaluating, and addressing service delivery performance.
• Recommending service improvements.
• Providing accurate and regular reports to the management on performance of the service delivery.
• Facilitating communications to the business (e.g. Incident alerts, change freezes etc.).
• Contributing to business-oriented IT service catalogue for their applications including links to business processes, service levels, and request management for IT services.
• Develop, implement, and maintain quality assurance protocols.
• Monitoring critical application governance, reporting on service level performance, and generating improvement actions where necessary.
• Understand the business needs, priorities, and opportunities.
• Manage key internal and external stakeholder relationships across the organization to achieve engagement to change and provide technical leadership in the design and development of new IT solutions.
• Managing customer satisfaction, service improvement programs, and escalation and complaint management.
• Identify customer service improvements and opportunities.
• Establish and maintain a positive customer impression and relationship.
• Proactively identify, mitigate, and track recurring customer service issue.

Requirements:

• Degree in Computer Science, Information Systems or equivalent.
• 2 to 5 years of experience performing Account Management.
• Highly organized and detail oriented.
• Skilled in Project Management.
• Self-motivated, organized, and quick learner.
• In depth knowledge, understanding and experience of ITIL practices especially in Incident, Problem, Change, Service Catalogue, and Knowledge Management ITIL certification – ITIL V3/V4 Foundation certificate or higher, OSA preferred.
• Analytical skill to provide numbers and details for improvement.
• Broad understanding across software development, infrastructure support and SLA/KPI preferred.
• Possess Critical thinking skills.
• Excellent communication skills to effectively convey information to technical and non- technical stakeholders.
• Must have remarkable presentation skills when fronting customer and building working relationship.
• Able to head/steer meetings with internal and external stakeholders with a goal of resolving issues. Deliver indepth RCA.
• Proficient in English and Bahasa Indonesia (Written and Spoken)
• Demonstrate strong customer focus, with ability to manage stakeholder expectations.
• Competent in documenting and managing process and procedures.

To Apply

If you’re interested in this role, click ‘apply now’ to submit your resume (in MS Word format) to [e-mail]. Due to overwhelming responses, we will only be able to contact shortlisted candidates.

Job Ref:20250817/012

Consultant: Vivien Joshua

Registration No: 201901037350 (1346680-W)

EA Licence No: JTKSM 949A