Service Delivery Manager

KEY RESPONSIBILITIES Service Delivery & Contract Management ● Own the end-to-end delivery of all Maintenance and Managed Services contracts under CSSB's portfolio ● Ensure all contracted SLAs (Service Level Agreements) are met or exceeded across all active accounts ● Serve as the primary escalation point for client service issues — own the resolution process from identification to closure ● Manage project timelines, resources, and vendor/sub-contractor coordination for M&E engagements ● Conduct regular service review meetings with clients — monthly at minimum, weekly for critical accounts ● Prepare and present Service Delivery Reports (SDRs) to clients on a scheduled basis Client Relationship Management ● Build and maintain strong, trust-based relationships with key stakeholders at client organizations ● Proactively identify client needs, satisfaction levels, and potential risks to contract continuity ● Conduct formal Quarterly Business Reviews (QBRs) with top-tier clients alongside the Sales Director ● Act as a trusted advisor — advising clients on best practices, technology upgrades, and service optimization ● Gather and document client feedback and escalate systemic issues to the General Manager Operations and Sales Director Vendor & Partner Coordination ● Manage relationships with technology vendors, distributors, and sub-contractors supporting M&E delivery ● Track vendor SLAs, parts availability, and support response times — escalate breaches immediately ● Coordinate with the Admin Executive on vendor contract milestones, renewals, and procurement status ● Ensure all vendor and partner engagements are documented and updated in CSSB's tracking system Revenue Protection & Growth ● Proactively manage contract renewals — initiate renewal discussions at least 90 days before expiry ● Identify and present upsell and cross-sell opportunities within existing accounts to the Account Manager ● Support the Pre-Sales team in scoping renewal and expansion proposals based on delivery performance data ● Maintain a live contract tracker showing status, expiry dates, renewal probability, and revenue at risk Internal Coordination & Reporting ● Coordinate with Finance on billing accuracy, payment tracking, and invoice disputes related to M&E contracts ● Work closely with Pre-Sales Engineers on technical escalations and solution recommendations for clients ● Submit monthly ICT Service Delivery Performance Reports to the General Manager Operations and Sales Director ● Maintain accurate documentation: contracts, SOWs, delivery records, SLA reports, and client correspondence REQUIREMENTS Education & Experience ● Bachelor's Degree in IT, Computer Science, Engineering, Business, or a related field ● Minimum 3 years of experience in service delivery, project management, or IT operations roles (3-5 Years experiences) ● Experience managing government or enterprise ICT contracts is strongly preferred ● Background in Maintenance & Managed Services, IT infrastructure, or enterprise solutions is an advantage ● ITIL Foundation certification is an advantage; willingness to pursue certification is expected ● PMP or Prince2 certification is an added advantage Skills & Competencies ● Strong understanding of IT service management principles (ITIL framework) ● Proven ability to manage multiple client accounts simultaneously under pressure ● Excellent written and verbal communication in Bahasa Malaysia and English ● Proficient in Microsoft Office, particularly Excel (SLA tracking) and PowerPoint (client presentations) ● Comfortable presenting service performance data to senior client stakeholders ● Strong problem-solving skills with a calm, solution-focused approach under escalation scenarios ● Experience with CRM systems, service desk tools (e.g. ServiceNow, Freshdesk) is an advantage Personal Attributes ● Client-first mindset — takes ownership of client issues and doesn't deflect ● Highly organised with strong attention to detail in documentation and reporting ● Proactive communicator — keeps all stakeholders informed without needing to be prompted ● Resilient and composed under pressure — able to manage difficult client conversations professionally ● Team player who collaborates effectively with Sales, Pre-Sales, Finance, and Operations