Service Delivery Specialist - Kuala Lumpur, Malaysia - Esync software services Sdn Bhd

Esync software services Sdn Bhd

Verified Company

Kuala Lumpur, Malaysia

1 week ago

Posted by:

Siti Tan

beBee Recruiter

Overall Function:

Responsible for making sure that services are being seamlessly delivered to the clients of an organization.

Plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.

Primary Responsibilities:

Ensure all services are delivered according to specific standards and expectations.
Engaging and driving major incident topics to successful closure within the given SLA while maintaining effective communication channels with customer and relevant stakeholders in timely manner. Also ensuring a post review is conducted via problem management to avoid recurrences.
Monitoring, evaluating, and addressing service delivery performance.
Recommending service improvements.
Providing accurate and regular reports to the management on performance of the service delivery
Facilitating communications to the business (e.g. Incident alerts, change freezes etc.).
Develop, implement, and maintain quality assurance protocols.
Understand the business needs, priorities, and opportunities.
Manage key internal and external stakeholder relationships across the organization to achieve engagement to change and provide technical leadership in the design and development of new IT solutions.
Managing customer satisfaction, service improvement programs, and escalation and complaint management.
Identify customer service improvements and opportunities.
Establish and maintain a positive customer impression and relationship.
Proactively identify, mitigate, and track recurring customer service issues.

Requirements:

Degree in Computer Science, Information Systems or equivalent
2 to 5 years of experience performing Account Management.
Highly organized and detail oriented.
Skilled in Project Management.
Selfmotivated, organized, and quick learner.
In depth knowledge, understanding and experience of ITIL practices especially in Incident, Problem, Change, Service Catalogue, and Knowledge Management

ITIL certification

ITIL V3/V4 Foundation certificate or higher, OSA preferred.
Analytical skill to provide numbers and details for improvement.
Broad understanding across software development, infrastructure support and SLA/KPI preferred.
Possess Critical thinking skills.
Excellent communication skills to effectively convey information to technical and nontechnical stakeholders.
Must have remarkable presentation skills when fronting customer and building working relationship.
Able to head/steer meetings with internal and external stakeholders with a goal of resolving issues. Deliver indepth RCA.
Proficient in English and Bahasa Indonesia (Written and Spoken)
Demonstrate strong customer focus, with ability to manage stakeholder expectations.
Competent in documenting and managing process and procedures.

Pay:
Up to RM12,500.00 per month

Benefits: