Services Operations Specialist

SWIFT SUPPORT SERVICES MALAYSIA SDN. BHD.; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading service solutions company based in Kuala Lumpur is seeking an experienced candidate for the role of Service Operations Manager. The ideal applicant will be responsible for operational enablement of service offerings, ensuring efficiency in processes and tools, maintaining service portfolios, and coordinating training operations. Candidates should have a Bachelor's degree and 3-5 years of experience in service operations along with strong communication, organizational, and analytical skills. Proficiency in tools like Salesforce and Excel/Power BI is essential.

Qualifications

• 3-5 years in service operations, process management, or Professional Services roles.
• Proven experience managing complex operational processes and tools.
• Deep understanding of service pricing models and risk frameworks.

Responsibilities

• Own the operational enablement of global services offerings end-to-end.
• Oversee the services operational backbone ensuring tools and processes are efficient.
• Maintain and optimize the services portfolio and related content.
• Lead and coordinate end-to-end training operations across formats.
• Own or coordinate reliable reporting and insights for decision-making.
• Act as a central point of coordination across multiple teams.
• Drive simplification, standardization, and operational improvements.

Skills

Organizational skills

Coordination skills

Communication skills

Stakeholder management

Process improvement

Education

Bachelor’s degree in Business, Operations, Finance, Data or related field

Tools

Salesforce

CPQ

CLM

Confluence

Cvent

Excel/Power BI

Job description

1. Key Responsibilities/What to Expect

• Service Offering Enablement: Own the operational enablement of global services offerings end‑to‑end, ensuring services are structured, priced, risk‑assessed, approved, and available through e‑ordering and quotation tools.
• Operational Infrastructure & Tooling: Oversee the services operational backbone (e.g., Conga Configure, Price, Quote (CPQ), Contract Lifecycle Management (CLM), e‑order forms, proposal libraries, Confluence), ensuring tools, templates, and processes are efficient, compliant, and easy to use.
• Portfolio, Marketing & Communications: Maintain and optimize the services portfolio and related content, including Confluence offering pages and proposal templates. Coordinate internal communications and marketing enablement to drive visibility and adoption of services.
• Training Operations Coordination: Lead and coordinate end‑to‑end training operations across virtual, onsite, and private formats, ensuring training offerings are published, scheduled, governed, and delivered effectively.
• Data Operations: Own or coordinate services by ensuring reliable reporting and insights, strong master‑data governance, and well‑designed templates that support accurate decision‑making and operational scalability.
• Cross‑Functional Coordination: Act as a central point of coordination across Business Development, Services Engineering, Delivery, Product, Finance, Legal, Procurement, Marketing, and Customer Engagement teams to ensure seamless service execution.
• Continuous Improvement & Sustainability: Drive simplification, standardization, and cross‑coverage across services operations to improve scalability and resiliency.

2. What You Need to Be Successful:

• Education: Bachelor’s degree in Business, Operations, Finance, Data or related field.
• Experience:
  • 3-5 years in service operations, process management, or Professional Services roles.
  • Proven experience managing complex operational processes and tools.
• Skills:
  • Strong organizational and coordination skills with ability to manage multiple priorities.
  • Deep understanding of service pricing models, risk frameworks, and operational governance.
  • Proficiency with Salesforce, CPQ, CLM, Confluence, Cvent, and Excel/Power BI (or equivalent) for reporting and insights.
  • Excellent communication and stakeholder management skills.
  • Ability to identify process gaps and implement improvements.

3. Success Metrics

• Accurate and timely availability and communication of service offerings, reporting/insights support.
• Improved efficiency and accuracy of processes and tools.
• Positive feedback from stakeholders on coordination and support.
• Compliance with pricing and risk models across all service offerings.