Service Delivery Project Manager

Job Title: Service Delivery Manager - Managed Services

Location - Onsite Malaysia

Job Summary:

We are seeking a highly skilled and experienced Service Delivery Manager to join our IT Managed Services Team. The successful candidate will be responsible for ensuring optimal service delivery and customer satisfaction for an assigned set of clients. The Service Delivery Manager will also manage onboarding projects for new clients and other projects, coordinate and schedule resources, manage projects,Sucessfull project excecution and and contract renewals. The ideal candidate should have a bachelor's degree in an IT-related field, 10+ years of experience in service delivery, and five years of experience in the project management for the Media/Telecom segment.

Key Responsibilities:

* Ensure optimal service delivery and customer satisfaction for an assigned set of clients.

* Manage onboarding projects for new clients and other projects, including the accurate and timely gathering of all information needed to support the client, coordination and scheduling of resources, and management of projects including schedules/timelines, scope, risk, and quality of deliverables.

* Client management with the outcome of high customer satisfaction, retention, and growth by managing day-to-day SLA/KPI adherence and issue resolution, providing invoicing support and contract renewals, and all other business outcomes to MSP clients.

* Responsible for overall project management, including developing business relationships that position the SDM as a strategic advisor from beginning to end of each project's life cycle.

* Responsible for staffing, business satisfaction, prioritization of all deliverables, and ensuring quality of work meets IT and business standards and objectives.

* Develop project plans, including working with the team and IT Tower leads to execute, involving people at optimal levels for project success and overall utilization (goals, deliverables, schedule, budget, resources).

* Assemble and analyze service/support data to provide regular customer reports.

* Educate and consult with customers on best practices and standards for service delivery, ensuring they can speak to corporate/brand standards, as well as industry standards.

* Maintain knowledge of technology products and services provided by the IT Managed Services group.

* Coordinate and participate in Quarterly Business reviews with assigned clients and Account Managers.

* Perform regular risk and trend analysis to help customers identify and mitigate any risks associated with their technology.

* Provide strategic technology guidance to customers based on their business objectives and organizational requirements.

* Manage the lifecycle of customer's technology stack(e.g., h SLAs) areas of focus (Help desk and End user support, 24/7 Monitoring Team, User Access and Account Management, IT Asset Management, Network Support, SAP & Esker Support, CloudOps Support, Data Center Infrastructure Support, Database Administrator (DBA) Team

Business Systems Support, Financial Application Support (SAP and Esker), CRM Support, Call Center Telephony System Support, Digital Workplace (O365 and Internal Application Support), Software Engineering Support.).

Skills & Experience Needed:

* Bachelor's degree in an IT-related field.

* 10+ years of experience in service delivery.

* Five years of experience in the project management for the Media/Telecom segment.

* Combination of the following:

+ Service delivery.

+ IT Customer Service.

+ Project Management.

+ Excellent Communication and Customer Service Skills.

+ Excellent Organization and time Management Skills.

+ Ability to work in a fast-paced environment.

+ ITIL Foundations Certified.

+ Project Management Professional (PMP) desired.

+ Ability to work independently with little to no supervision.

Interested candidate can share their resume at [HIDDEN TEXT] & [HIDDEN TEXT]

Time Management, Organization, Project Management, Customer Service, Pmp, Communication, Service Delivery