Manager, Technical Services

Location
Kuala Lumpur, Malaysia
Posted 1 month ago

JOB DESCRIPTION

  • This customer-facing role is required to ensure projects are delivered within the agreed service level agreement (SLA) and timely resolution of issues to achieve excellent levels of customer satisfaction
  • The jobholder will be responsible for orchestrating the customer journey, monitoring the end-to-end SLA and key performance indicators

 

Key Accountabilities

Service Level Management – Delivery/ Operation Performance and Quality

  • Ensure services are delivered in line with Service Description and Target Service Level (as per MISA obligation)
  • Day-to-day coordination and operational review with delivery/operation team to ensure service level & quality are maintained

 

Service Continuity, Improvement and Excellence

  • Develop policies and strategies for timely resolution of critical technical issues
  • Continuous improvement on quality, workflow processes and efficiency by having visibility & management of each component of service delivery
  • Develop in-depth knowledge of the service catalogue and how it relates to customer’s needs

 

Client Management

  • To build and deepen customer relationships, especially with technical counterparts
  • To function as the customer’s single point-of-contact for problem identification and resolution of issues that have been escalated
  • Prepare and maintain relevant updates pertaining to site delivery progress and service level performance reports
  • Lead project and operation meetings with customers

 

Incident & Escalation Management for Customer Satisfaction

  • Aware of all outstanding customer pre and post-delivery issues and provide status to clients
  • Communicate escalated issues to customers and keeping them informed of the progress
  • Follow-up with customers to verify final resolution and to determine level of satisfaction
  • To work closely with internal stakeholders to resolve customer complaints/issues timely
  • Work with Key Account Management team to manage customer priorities and expectations

 

JOB REQUIREMENTS

Qualifications & Experience

  • Bachelor’s degree in Marketing, Engineering, Operations, Telecommunications or equivalent from a recognized local or foreign university
  • 7 years of relevant telecom experience, with 3 years’ experience in sales and/or technical

 

Skills & Knowledge

  • Knowledge of project management, good negotiation and change management
  • Understanding of Telecommunication Operators, Communications Service Providers’ key business and technology drivers will be an added advantage
  • Good oral and written communication skill

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