Junior Service Delivery Manager

Key Responsibilities:

• This section details the primary duties of the Service Delivery Manager (SDM); however, the responsibilities may adjust based on the defined service offerings, contractual agreements, or changing business demands.
• Technical Escalation Point of Contact (SPOC)
• Serve as the primary escalation manager for Major Service Agreement (MSA) clients, ensuring effective communication and resolution of critical technical issues.
• Support for Incident & Problem Management
• Take ownership of service escalations (both technical and non-technical) and collaborate with appropriate Lenovo teams to achieve timely resolutions, in line with Incident Management and Problem Management protocols.
• Customer Onboarding & Service Transition
• Manage the onboarding process for new clients, ensuring a seamless transition into services according to the Service Transition framework and Statement of Work (SOW) requirements.
• Customer Retention & Service Assurance
• Enhance customer retention by proactively overseeing service performance, addressing concerns, and improving customer satisfaction through Continual Service Improvement (CSI) initiatives.
• Proactive Monitoring & Reporting of Services
• Facilitate continual service improvement by utilizing automation and maximizing existing tools to enhance process efficiency and effectiveness.
• Conduct proactive trend analysis and manage dashboards effectively, along with regular reviews of case management. Implement targeted actions to improve efficiencies and identify opportunities for enhancing dashboard functionality and system automation, supporting ongoing enhancements in service management.
• Perform regular assessments of customer health and service performance reviews to proactively mitigate risks and ensure service stability, in alignment with Service Level Management (SLM) practices.
• Management of Major Incidents & Escalations
• Monitor, manage, and coordinate the resolution of customer-reported escalations, ensuring compliance with Major Incident Management protocols.
• Customer Relationship Management & Advocacy
• Act as a representative for the customer, building strong relationships and driving continuous service enhancements through feedback mechanisms and customer engagement strategies.
• Governance & Service Reporting (MBRs & QBRs)
• Facilitate Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) by working closely with the Managed Services Customer Team (MSCT) and Service Management Office (SMO) to present accurate data on service performance.
• Knowledge Management & Customer Training
• Provide training and education to customers, ensuring they realize the full value of services through best practices in Knowledge Management and resource accessibility.
• Incident Resolution & Service Restoration
• Ensure rapid and effective resolution of incidents by coordinating with technical teams, adhering to Incident and Service Request Management protocols.
• Management of Customer Experience (CX)
• Lead and manage Customer Experience (CX) initiatives, conducting regular CX analyses, implementing improvement actions, and monitoring service enhancements during Service Review Meetings.
• Customer Feedback & Continuous Improvement (CSI)
• Gather and analyze customer feedback to uncover areas for service enhancement, inputting insights into the CSI Register for ongoing improvement initiatives.
• Operational Readiness & Service Transition
• Collaborate with the Transition Team to define and approve hardware process reviews in accordance with SOW requirements and Service Transition best practices.

Qualifications:

• Bachelor's degree in IT, Computer Science, Business Management, or a related discipline.
• 5+ years of experience in IT service management, service delivery, or customer support roles.
• Proven experience in managing technical escalations and incident/problem management.
• Demonstrated history of managing customer relationships and enhancing customer satisfaction.
• Experience conducting service reviews, including Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).
• Background in working with Managed Services, OEM support, or cloud service providers.

Skills Required:

• Technical Acumen: Solid understanding of IT infrastructure, cloud computing, and managed services.
• Incident & Problem Management: Proficient in managing escalations, troubleshooting technical issues, and driving resolution efforts.
• Service Monitoring & Reporting: Experience utilizing dashboards, automation, and trend analysis for continuous service enhancement.
• Customer Relationship Management: Strong capability in managing customer feedback, advocating for customer needs, and promoting retention efforts.
• Governance & Compliance: Familiarity with IT service management frameworks and compliance standards.
• Communication & Stakeholder Engagement: Exceptional verbal and written communication skills for interaction with both technical teams and clients.
• Leadership & Decision-Making Skills: Ability to lead service teams, manage major incidents, and ensure operational readiness.

Compensation Package:

• Competitive Salary (RM7,000 – RM8,000).
• Housing Allowance (RM500).
• Performance-related bonuses for confirmed employees.
• Annual Leave of 15 days.
• Medical Leave of 14 days.
• Comprehensive medical and hospitalization coverage.

Experience Level:

• Associate

Work Location:

• Kuala Lumpur, WP, Malaysia.

Type of Employment:

• Full Time.