Service Management & Reporting Specialist

Accenture Southeast Asia; Subang Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Accenture Southeast Asia in Malaysia seeks a Service Performance & Analytics Lead to govern SLA performance, drive data-driven improvements, and deliver clear stakeholder reports.

You will analyze service data, lead root cause analysis and remediation, develop dashboards, and present insights to executives. Strong Excel/Power BI skills and Mandarin/English communication are essential.

Qualifications

• 6–8 years of experience in service performance, financial analysis, or project/account management.
• Proficient in Excel, Power BI, and PowerPoint for data visualization and reporting.
• Excellent communication in Mandarin and English; strong stakeholder management.
• Proven ability to influence and collaborate across teams.
• Client-facing or shared services experience is a plus; training provided.

Responsibilities

• Lead the governance of SLAs, including performance tracking, reporting, and escalation management.
• Conduct RCA and implement remediation plans for missed SLAs.
• Ensure timely reporting to internal and external stakeholders with transparency.
• Collaborate with function leads to resolve incidents and improve service outcomes.
• Present insights and recommendations to diverse audiences; drive decisions.
• Develop dashboards, scorecards and executive reports to support planning.

Skills

Data analysis

Power BI

Excel

PowerPoint

Mandarin

English

Stakeholder management

Presentation skills

Client-facing experience

Tools

Power BI

Excel

Job description

• Lead the governance of Service Level Agreements (SLAs), including performance tracking, reporting, and escalation management.
  
• Conduct root cause analysis (RCA) and implement remediation plans for missed SLAs.
  
• Ensure timely and accurate reporting to internal and external stakeholders, with a focus on transparency and continuous improvement.
  

Stakeholder Engagement & Communication

• Collaborate closely with function leads and team leads to resolve incidents, manage escalations, and improve service outcomes.
  
• Facilitate regular performance review meetings and communicate SLA results effectively to stakeholders.
  

Data-Driven Performance Improvement

• Analyze service performance data to identify trends, inefficiencies, and opportunities for improvement.
  
• Propose and drive initiatives that enhance operational efficiency, productivity, and customer satisfaction.
  
• Translate complex data into clear, impactful presentations and reports to support decision-making.
  
• Support financial performance tracking and analysis related to service delivery.
  
• Conduct ad-hoc analysis to support strategic planning and management decisions.
  
• Develop and maintain dashboards, scorecards, and executive-level reports.
  
• Present insights and recommendations in a clear, compelling manner tailored to diverse audiences.
  

• 6 – 8 years of relevant experience in service performance, financial analysis, or project/ account management.
  
• Strong proficiency in data analysis tools (e.g., Excel, Power BI) and presentation tools (e.g., PowerPoint).
  
• Excellent communication skills in Mandarin and English.
  
• Proven experience in stakeholder management, with the ability to influence and collaborate across teams.
  
• Strong analytical mindset with a passion for solving problems and driving results.
  
• Experience in client-facing roles or shared services environments is a plus, but not required – training will be provided.