Service Delivery Manager - with Great Benefits

We are on the lookout for a brilliant Service Delivery Manager to join our growing team at 121 Tyco Fire, Security & Services Malaysia Sdn Bhd in Petaling Jaya.
Growing your career as a Full Time Service Delivery Manager is an awesome opportunity to develop competitive skills.
If you are strong in persuasion, adaptability and have the right experience for the job, then apply for the position of Service Delivery Manager at 121 Tyco Fire, Security & Services Malaysia Sdn Bhd today!

Job Details

What you will do:

• The Service Delivery Manager is responsible for the day to day management of people, customer requests and systems to ensure KPI’s and Service Levels are met. This includes planned/ unplanned technician scheduling & dispatching management, customer service requests coordination (from initiation to completion), parts management, timely billings, and ensuring the accounts receivables are managed in timely manner. The SDM impacts segment income with appropriate use of labor resources, managing maintenance contract and ad-hoc job margins.

How you will do it:

• Lead and coordinate with the assigned teams of engineers/ technicians in the daily operations scheduling ensuring resources are optimized
• Must acquire a complete understanding of all customers' contractual agreements to drive the fulfilment of requests and services within the SLA and to facilitate accurate financial forecasting
• Manage and connect with key personnel on daily operational support
• Engaging the customers and/ or vendors to ensure smooth delivery of services
• Manages all escalations and complaints with appropriate priority and diligence
• To assess situations, issues and opportunities and escalate when appropriate
• Manage, mentor and empower direct report to ensure they are equipped with relevant knowledge to perform
• Perform staff performance review and career development planning for direct report
• Work closely with the contractual sales person to ensure timely renewal of contract
• Identify operational gaps and drive to ensure closure, both internally and externally
• Ensure planned activities are executed within the allocated budget
• Ensures the availability of parts to facilitate the scheduling and execution in timely manner
• Prepare and present the financial forecasting and resources capacity planning for assigned teams and discussing critical account information pertinent to current profitability status in weekly cadence sessions
• Co-ordinate with colleagues to ensure best practice and continuous improvement in the service delivery to the organization
• Responsible for timely deliveries and tracking
• Any other ad-hoc duties as the need arises

What we look for:

• Degree preferred with proven experience managing service operations and / or service scheduling
• Proficient in English with excellent oral and written communication skills
• Leads by example and is a role model. Ability to influence and guide individual and groups towards achieving their goals
• Excellent attention to detail
• Excellent time management, decision making, prioritization and organization skills
• Strong people management, profit and loss leadership skills
• Good grasp of financial concepts and procurement process
• Effective command in MS Office software including Outlook, Word and Excel
• Capable of working efficiently in a fast pace environment and under pressure
• Ability to work independently and possess good team spirit

Benefits of working as a Service Delivery Manager in Petaling Jaya:

● Learning opportunities
● Company offers career progression opportunities
● Competitive salary