Responsibilities of the Role:

The list outlines the core responsibilities of the Service Delivery Manager (SDM); however, the scope may vary based on the agreed service offerings, contractual obligations, or evolving business requirements.

1.    Single Point of Contact (SPOC) for Technical Escalations

• Act as the designated escalation manager for Major Service Agreement (MSA) customers, ensuring effective communication and resolution of critical technical incidents.

2.    Incident & Problem Management Support

• Take ownership of service escalations (both technical and non-technical) and engage relevant Lenovo teams to drive prompt resolution, aligning with Incident Management and Problem Management processes.

3.    Service Transition & Onboarding

• Oversee customer onboarding, ensuring new clients are effectively transitioned into services per the Service Transition framework and Statement of Work (SOW) commitments.

4.    Service Assurance & Customer Retention

• Monitor and improve customer retention by proactively managing service performance, addressing issues, and enhancing customer satisfaction through Continual Service Improvement (CSI) initiatives.

5.    Proactive Service Monitoring & Reporting

• Enhance continual service improvement by leveraging automation and maximizing the utilization of existing tools to optimize process efficiency and effectiveness.
• Conduct proactive trend monitoring and manage dashboards effectively, coupled with regular reviews of case management. Take targeted actions to boost efficiencies and identify opportunities for enhancing dashboard functionality and system automation, supporting continuous improvement in service management.
• Conduct regular customer health assessments and service performance reviews to proactively address risks and ensure service stability, aligning with Service Level Management (SLM) practices.

6.    Major Incident & Escalation Management

• Track, manage, and coordinate the resolution of customer-reported escalations, ensuring adherence to Major Incident Management procedures.

7.    Customer Relationship Management & Advocacy

• Act as a customer advocate, fostering strong relationships and driving continuous service improvement through feedback mechanisms and customer engagement strategies.

8.    Service Reporting & Governance (MBRs & QBRs)

• Facilitate Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) by collaborating with the Managed Services Customer Team (MSCT) and Service Management Office (SMO) to present accurate service performance data.

9.    Knowledge Management & Customer Training

• Provide customer training and education, ensuring they maximize service value through Knowledge Management best practices and resource availability.

10.    Incident Resolution & Service Restoration

• Ensure swift and effective incident resolution through coordination with technical teams, following Incident and Service Request Management protocols.

11.    Customer Experience (CX) Management

• Own and drive Customer Experience (CX) initiatives, performing regular CX analysis, implementing improvement actions, and tracking service enhancements through Service Review Meetings.

12.    Customer Feedback & Continual Service Improvement (CSI)

• Collect and analyze customer feedback to identify areas for service enhancement, feeding insights into the CSI Register for continuous improvement initiatives.

13.    Service Transition & Operational Readiness

• Collaborate with the Transition Team to define and approve hardware process reviews in alignment with SOW requirements and Service Transition best practices.

Requirements for the Role:

• Bachelor’s degree in IT, Computer Science, Business Management, or a related field.
• 5+ years of experience in IT service management, service delivery, or customer support roles.
• Experience in handling technical escalations and incident/problem management.
• Previous experience in managing customer relationships and improving customer satisfaction.
• Experience in conducting service reviews such as Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).
• Background in working with Managed Services, OEM support, or cloud service providers.

Skills:

• Technical Knowledge: Understanding of IT infrastructure, cloud computing, and managed services.
• Incident & Problem Management: Ability to manage escalations, troubleshoot technical issues, and drive solutions.
• Service Monitoring & Reporting: Experience in using dashboards, automation, and trend analysis for continuous service improvement.
• Customer Relationship Management: Strong skills in handling customer feedback, advocating for customer needs, and driving retention.
• Governance & Compliance: Familiarity with IT service management frameworks and compliance regulations.
• Communication & Stakeholder Management: Excellent verbal and written communication skills for engaging with both technical teams and clients.
• Leadership & Decision-Making: Ability to lead service teams, manage major incidents, and ensure operational readiness.

The Package:

• Attractive Salary (RM7,000 – RM8,000).
• Housing Allowance (RM500).
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Working Location: Kuala Lumpur.