Service Manager

AIMS Data Centre; Kampung Malaysia Tambahan; On-site; MYR 60,000 - 90,000; Full time

Job summary

AIMS Data Centre in Kuala Lumpur seeks a dedicated professional to serve Top Priority customers, coordinating service delivery, assurance, and improvement. You will engage with customers and internal teams to meet needs, and drive incident management, risk escalation, and infrastructure upgrades.

The role requires strong DC knowledge, Mandarin proficiency, ITIL awareness, and a proactive, analytical mindset to identify trends and opportunities in a fast-paced environment.

Qualifications

• First technical degree in IT/CS desirable; equivalent experience considered.
• Experience implementing communications infrastructure or customer management.
• Mandarin proficiency is required to communicate with Mandarin-speaking stakeholders.
• ITIL certification is preferred.
• Self-driven with strong analytical skills and ability to identify trends and opportunities.

Responsibilities

• Communicate with customers and internal stakeholders to ensure the needs of the customers are met.
• Keep customers informed in a timely fashion - you call them more than they call you.
• Organize service reviews and improvement meetings with customers, and handle ad-hoc requests that go your way.
• Ensure timely incident management and risk escalation.
• Support customer equipment handling and service delivery.
• Manage vendor contracts and contribute to infrastructure upgrades.

Skills

Communication

Analytical skills

Multitasking under pressure

Mandarin proficiency

Education

IT/CS degree

Tools

DCIM

BMS

EPMS

HVAC

Security systems

Job description

You are the face and voice of our Top Priority Customers in matters concerning service delivery, assurance and improvement. We take pride in always keeping our customers happy. This is a phenomenal opportunity to become a part of a positive, friendly work culture and let's together make a difference!

Work Life:

• Communicate with customers and internal stakeholders to ensure the needs of the customers are met.
• Keep customers informed in a timely fashion - you call them more than they call you.
• Organize service reviews and improvement meetings with customers, and handle ad-hoc requests that go your way.
• Ensure timely incident management and risk escalation.
• Support customer equipment handling and service delivery.
• Manage vendor contracts and contribute to infrastructure upgrades.

About you:

• Strong knowledge of data centre infrastructure (electrical, mechanical, cooling, cabling).
• Familiar with high-density power and cooling technologies and best practices.
• Experienced in DC systems: DCIM, BMS, EPMS, HVAC, security, and automation.
• Understands industry codes, standards, and compliance requirements.
• Excellent communication and stakeholder engagement skills.

Qualifications:

• A first Technical Degree in Information Technology/Computer Science is desirable; equivalent experience will also be considered.
• Good experience in implementing communications infrastructure or customer management.
• Preferably ITIL Certified and the ability to converse in Mandarin is a must. We are seeking candidates proficient in Mandarin to effectively communicate with
• Self-driven personality with strong analytical skills and the ability to identify trends and opportunities.
• Strong communicator and champion multitasker - you work best under pressure and can meet deadlines with ease.
• Data Centre Experience would be an added advantage