Service & Solution Lead or Manager

Rentalworks; Shah Alam; On-site; MYR 180,000 - 300,000; Full time

Benefits offered by this job

Performance bonuses

Comprehensive benefits

Job summary

Rentalworks is seeking a Service and Solution Lead in Shah Alam to design tailored Device-as-a-Service and IT lifecycle solutions while leading the service delivery and support teams. You will ensure solutions are deployed flawlessly, meet SLAs, and drive ESG outcomes.

You will mentor technical teams, manage cross-functional stakeholders, and continuously improve operational processes, asset recovery, and customer satisfaction in a dynamic, regional environment.

Qualifications

• Bachelor’s Degree in Information Technology, Computer Science, Engineering, or a related technical discipline.
• Minimum 5 to 7 years of progressive experience in IT Service Delivery, IT Solution Architecture, Managed Services, or Device-as-a-Service (DaaS) environments.
• Proven experience in leading and managing technical or service delivery teams.
• Strong knowledge of IT hardware lifecycles, print management software, and ITIL service management frameworks.

Responsibilities

• Design customized, cost-effective DaaS, MPS, and IT hardware solutions tailored to client needs (SMEs, MNCs, and Government).
• Oversee end-to-end deployment, provisioning, and ongoing maintenance of client IT assets and print environments.
• Monitor and enforce SLAs to ensure high uptime and exceptional customer satisfaction.
• Optimize refurbishment and repurpose workflows to maximize asset recovery and minimize e-waste.
• Manage vendor relationships and third-party logistics for seamless supply chain.

Skills

Consultative skills

Presentation skills

Analytical thinking

Problem solving

Project management

Self-driven

Travel willingness

Driving license

Education

Bachelor’s Degree in IT/CS/Engineering

Job description

About Rentalworks Founded in 2007, Rentalworks Group is Southeast Asia’s premier provider of Sustainable Technology Lifecycle Management. With a footprint across Malaysia, Singapore, and Indonesia, we have successfully processed over 70,000 IT assets for more than 5,000 clients. As a proud ESG Gold Award recipient, we are driven by our innovative 3R framework—Rent, Refurbish, and Repurpose—to champion the circular economy. Our brand-agnostic Device-as-a-Service (DaaS) and Managed Print Services (MPS) models empower organizations to optimize IT spend, enhance productivity, and drastically reduce their carbon footprint.

The Role We are seeking an experienced and strategic Service and Solution Lead to bridge the gap between our innovative technology solutions and seamless client service delivery. In this pivotal role, you will be responsible for designing tailored DaaS and IT lifecycle solutions for our clients, while simultaneously leading the operational execution, technical support, and service delivery teams to ensure those solutions are deployed flawlessly.

You will act as a trusted technical advisor to our clients, ensuring our services not only meet but exceed SLAs, while driving continuous improvement in our operational processes and ESG outcomes.

Key Responsibilities

Solution Design & Pre-Sales Consultation

• Collaborate with the Sales and Commercial teams to design customized, cost-effective DaaS, MPS, and IT hardware solutions tailored to client needs (SMEs, MNCs, and Government).
• Conduct comprehensive on-site IT and print environment audits to assess current infrastructure, identify inefficiencies, and architect optimized technology lifecycles.
• Translate complex technical specifications into clear, compelling business value propositions, highlighting ROI, TCO (Total Cost of Ownership), and ESG impact.

Service Delivery & Operations Leadership

• Oversee the end-to-end deployment, provisioning, and ongoing maintenance of client IT assets and print environments.
• Monitor and enforce Service Level Agreements (SLAs), ensuring high uptime, rapid incident resolution, and exceptional customer satisfaction.
• Optimize the "Refurbish and Repurpose" operational workflows to maximize asset recovery rates and minimize e-waste.
• Manage vendor relationships and third-party logistics to ensure seamless supply chain and reverse-logistics operations.

Client Success & Relationship Management

• Act as the primary escalation point for key enterprise clients, resolving complex technical or service delivery issues swiftly.
• Conduct regular Quarterly Business Reviews (QBRs) with clients to review performance metrics, discuss future IT needs, and identify upselling/cross-selling opportunities.

Team Leadership & Development

• Lead, mentor, and manage a team of technical support engineers, field technicians, and solution consultants.
• Foster a culture of continuous improvement, technical excellence, and customer-centricity within the service delivery team.
• Develop standard operating procedures (SOPs) and training programs to upskill the team on new technologies and ESG best practices.

Candidate Requirements

Qualifications & Experience

• Possess a Bachelor’s Degree in Information Technology, Computer Science, Engineering, or a related technical discipline.
• Minimum 5 to 7 years of progressive experience in IT Service Delivery, IT Solution Architecture, Managed Services, or Device-as-a-Service (DaaS) environments.
• Proven experience in leading and managing technical or service delivery teams.
• Strong knowledge of IT hardware lifecycles, print management software, and ITIL service management frameworks.

Core Competencies & Skills

• Exceptional consultative and presentation skills, with the ability to communicate technical concepts to non-technical C-suite stakeholders.
• Strong analytical and problem-solving skills, with a data-driven approach to improving service delivery and operational efficiency.
• Excellent project management skills, capable of handling multiple complex deployments simultaneously.
• Self-driven, resilient, and comfortable working in a fast-paced, agile, and highly collaborative environment.
• Holds a valid driving license and is willing to travel for client site assessments and operational audits.

Why Choose Rentalworks?

• Meaningful Impact: Play a direct role in a company that has already diverted over 16,500 kg of e-waste and 1.4 million kg of CO2e. Your operational leadership fuels a greener future.
• Strategic Influence: This is a high-visibility role where your solution designs and operational improvements directly impact the company’s bottom line and sustainability goals.
• Rewarding Compensation: Enjoy a competitive executive base salary complemented by performance-based bonuses and comprehensive benefits.
• Growth & Regional Exposure: Access continuous professional development and clear pathways for career progression within our expanding regional network across SEA.