Scicom (MSC) Berhad Hiring! Full Time Service Delivery Manager in Selangor, Earn up to MYR 9,000 - Ricebowl

Requirements for the Role:

Technical Background

Ø  Computer or Electrical Engineering education background

Ø  Proficient in Windows / Linux environments.

Ø  Solid understanding of basic database knowledge (MySQL);

Ø  Familiar with basic network topology and communication knowledge

Ø  Electrical license with relevant field experience is preferred.

Ø  Working at heights certification is a plus.

Ø  Smart warehousing or PC Maintenance or quality management working experience is preferred

Experience & Skills

Ø  Hands-on experience in field service management or system implementation project management.

Ø  Familiar with after-sales service processes with a strong sense of service delivery and commercial awareness

Ø  Experience with SLA monitoring, service quality management, and continuous improvement is an advantage.

Ø  Capable of independently managing client communication, identifying technical issues, and coordinating resolution.

Ø  Strong skills in cross-team collaboration and after-sales reporting.

 Language & Communication

Ø  English is native language. Basic Malay skills are considered a plus.

Ø  Mandarin (Chinese) proficiency is preferred for project communication.

Key Responsibilities

Post-Deployment Service Performance Management:

Ø  System Monitoring & Optimization: Continuously monitor system performance after go-live, identify deviations, and coordinate corrective actions to ensure long-term system stability and efficiency.

Ø  Incident Response & Issue Handling: Act as the primary technical contact on-site, coordinating internal and external teams to resolve issues quickly and minimize downtime.

Ø  Root Cause Analysis & Closure: Lead the investigation of major incidents and ensure timely delivery of Root Cause Analysis (RCA) reports, driving continuous service improvements.

Quarterly Business Reviews (QBR)

Ø  Structured Reviews: Organize quarterly review meetings with clients to evaluate key performance indicators (KPIs), service compliance, issue resolution performance, and customer satisfaction.

Ø  Feedback Consolidation & Action Planning: Translate client feedback into actionable insights and coordinate with internal product, technical, and service teams to implement improvements.

Customer Relationship Management & Continuous Improvement

Ø  Client Communication & Escalation: Serve as the day-to-day service contact for clients, promptly addressing inquiries and managing escalation processes.

Ø  On-site Solution Implementation Support: Coordinate closely with local ASP on-site support teams to ensure smooth execution of corrective and preventive actions.

Ø  Service Quality & Satisfaction Monitoring: Establish and maintain service quality evaluation mechanisms to ensure delivery excellence and ongoing improvement.

• 5 Working Days
• Allowance Provided
• Annual Leave
• Medical and Hospitalisation Leave
• EPF
• SOCSO
• EIS
• Medical Insurance
• Training Provided
• Performance Bonus