We are looking for a highly organized and proactive Service Delivery Manager to oversee the delivery of high-quality services to our clients and ensure a seamless operational process and strong understanding of cloud/hybrid environments.

Job Descriptions

Service delivery oversight to act as the primary point of contact (SPOC) for assigned customers, ensuring end-to-end service delivery and customer satisfaction.
Oversee the delivery of cloud/hybrid services, ensuring alignment with Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and the master contract.
Achieve a 95% SLA compliance rate for all assigned customers.
Organize and lead monthly SLA review meetings with clients and internal account teams to discuss performance, issues, and improvements
Incident, Problem, and Change Management to act as the Incident Manager, Problem Manager, and Change Manager for assigned customers, ensuring timely resolution of issues and minimal disruption to services.
Ensure 100% adherence to incident, problem, and change management processes, including root cause analysis (RCA) and preventive action plans
Project Management and Implementation to act as the Project Manager during project implementation, ensuring deliverables are completed on time, within scope, and within budget.
Coordinate with implementation teams to ensure seamless knowledge transfer to customers and onsite teams.
Ensure 100% of project deliverables are submitted on time and meet quality standards.
Monitor project timelines and escalate risks or delays to stakeholders promptly.
Reporting and Documentation to prepare and present detailed reports on service performance, SLA compliance, and project status to clients and internal stakeholders.
Maintain accurate and up-to-date documentation for all service delivery activities, including incident reports, change requests, and project deliverables.
Ensure 100% accuracy and timeliness in reporting and documentation.
Financial and Account Management to manage the Profit & Loss (P&L) for assigned accounts, ensuring profitability and cost-effectiveness.
Ensure timely invoicing and billing to customers, achieving 100% on-time submission.
Identify opportunities for upselling or cross-selling services to existing clients, contributing to a 10% increase in account revenue annually.Vendor and Multivendor Coordination:
Collaborate with multivendor teams to ensure OLAs and SLAs are aligned with the master contract.
Resolve conflicts or issues with vendors to ensure seamless service delivery and customer satisfaction.
Achieve 100% alignment between vendor performance and contractual obligations.
Escalation and Issue Resolution for major issues to the Head of Service Delivery as required, ensuring timely resolution and minimal impact on customer operations.
Act as the escalation point for customer concerns, ensuring a 90% customer satisfaction rate for issue resolution.

Requirements:

Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
Relevant certifications such as ITIL, PMP, or cloud certifications (e.g., AWS Certified Cloud Practitioner, Microsoft Certified: Azure Fundamentals)
Miniumum 7 years experience in strong understanding of cloud/hybrid environments (e.g., AWS, Azure, Vmware) and related technologies.
Knowledge of ITIL frameworks for incident, problem, and change management.
Experience in managing multivendor environments and ensuring alignment with SLAs and OLAs.
Proven experience in project management, with a track record of delivering projects on time and within budget.
Strong understanding of service delivery processes, SLA management, and customer relationship management.
Ability to manage multiple projects and priorities simultaneously.
Excellent communication and interpersonal skills, with the ability to build strong relationships with clients, vendors, and internal teams.
Strong leadership skills, with the ability to motivate and guide cross-functional teams.
Ability to present complex information clearly and concisely to stakeholders at all levels.
Experience in managing P&L for accounts and ensuring profitability.
Strong problem-solving skills and the ability to make data-driven decisions.
Ability to identify and capitalize on opportunities for account growth.
This position is open to Malaysian nationals only.

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