Service Desk Manager Full Time

Career Horizons; Petaling Jaya; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading company is seeking a dedicated Account Manager to ensure high-quality service delivery in IT. The role involves managing incidents, improving service performance, and fostering stakeholder relationships. Ideal candidates will have a degree in Computer Science and experience in account management, 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 meet standards and manage incident topics.
• Monitor service delivery performance and recommend improvements.
• Manage customer satisfaction and stakeholder relationships.

Skills

Project Management

Analytical Skills

Critical Thinking

Communication

Education

Degree in Computer Science

Tools

ITIL V3/V4

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