Strategic Client Services Lead

BT Group; Kuala Lumpur; On-site; GBP 22,000 - 33,000; Full time

Job summary

BT Group in Malaysia seeks a Client Service Manager to lead a team of client service professionals, ensuring service excellence and ITIL-aligned governance. You will align strategy with the account team, build executive relationships, and drive service improvements across delivery and operations.

You will mentor junior colleagues, manage KPIs, handle escalations, and collaborate with SMEs to design and implement plans that enhance customer outcomes.

Qualifications

• Stakeholder management across levels to align BT services with customer objectives.
• Strong consulting approach to understand business needs and translate into service design.

Responsibilities

• Collaborate with account teams to drive strategic initiatives and input into service design.
• Engage mid to senior executives, presenting outcomes and gaining buy-in for BT proposals.
• Create, manage, and implement Service Improvement Plans on customer accounts to boost KPIs and experience.
• Escalate and resolve issues with internal teams and Front Office stakeholders to ensure timely solutions.
• Communicate effectively to build virtual relationships and maintain strong customer rapport.

Skills

Stakeholder management

Customer service

Communication skills

Problem solving

Analytical thinking

Service improvement planning

ITIL knowledge

Matrix management

Leadership

Continuous improvement

Education

Bachelor's degree in relevant field

Job description

BT Group in Malaysia seeks a Client Service Manager to lead a team of client service professionals, ensuring service excellence and ITIL-aligned governance. You will align strategy with the account team, build executive relationships, and drive service improvements across delivery and operations.

You will mentor junior colleagues, manage KPIs, handle escalations, and collaborate with SMEs to design and implement plans that enhance customer outcomes.