Senior Service Delivery Manager

We are looking for a highly organized and proactive Service Delivery Manager to oversee the delivery of high-quality services to our clients and ensure a seamless operational process and strong understanding of cloud / hybrid environments.  Job Descriptions  - Service delivery oversight to act as the primary point of contact (SPOC) for assigned customers, ensuring end-to-end service delivery and customer satisfaction. -Oversee the delivery of cloud / hybrid services, ensuring alignment with Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and the master contract. -Achieve a 95% SLA compliance rate for all assigned customers. -Organize and lead monthly SLA review meetings with clients and internal account teams to discuss performance, issues, and improvements -Incident, Problem, and Change Management to act as the Incident Manager, Problem Manager, and Change Manager for assigned customers, ensuring timely resolution of issues and minimal disruption to services. -Ensure 100% adherence to incident, problem, and change management processes, including root cause analysis (RCA) and preventive action plans -Project Management and Implementation to act as the Project Manager during project implementation, ensuring deliverables are completed on time, within scope, and within budget. -Coordinate with implementation teams to ensure seamless knowledge transfer to customers and onsite teams. -Ensure 100% of project deliverables are submitted on time and meet quality standards. -Monitor project timelines and escalate risks or delays to stakeholders promptly. -Reporting and Documentation to prepare and present detailed reports on service performance, SLA compliance, and project status to clients and internal stakeholders. -Maintain accurate and up-to-date documentation for all service delivery activities, including incident reports, change requests, and project deliverables. -Ensure 100% accuracy and timeliness in reporting and documentation. -Financial and Account Management to manage the Profit and Loss (PandL) for assigned accounts, ensuring profitability and cost-effectiveness. -Ensure timely invoicing and billing to customers, achieving 100% on-time submission. -Identify opportunities for upselling or cross-selling services to existing clients, contributing to a 10% increase in account revenue annually.Vendor and Multivendor Coordination : -Collaborate with multivendor teams to ensure OLAs and SLAs are aligned with the master contract. -Resolve conflicts or issues with vendors to ensure seamless service delivery and customer satisfaction. -Achieve 100% alignment between vendor performance and contractual obligations. -Escalation and Issue Resolution for major issues to the Head of Service Delivery as required, ensuring timely resolution and minimal impact on customer operations. -Act as the escalation point for customer concerns, ensuring a 90% customer satisfaction rate for issue resolution. [Apply now at https : / / my.hiredly.com / jobs / jobs-malaysia-strateq-job-senior-service-delivery-manager]

Requirements :   - Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field. - Relevant certifications such as ITIL, PMP, or cloud certifications (e.g., AWS Certified Cloud Practitioner, Microsoft Certified : Azure Fundamentals) -Miniumum 7 years experience in strong understanding of cloud / hybrid environments (e.g., AWS, Azure, Vmware) and related technologies. - Knowledge of ITIL frameworks for incident, problem, and change management. -Experience in managing multivendor environments and ensuring alignment with SLAs and OLAs. -Proven experience in project management, with a track record of delivering projects on time and within budget. -Strong understanding of service delivery processes, SLA management, and customer relationship management. -Ability to manage multiple projects and priorities simultaneously. -Excellent communication and interpersonal skills, with the ability to build strong relationships with clients, vendors, and internal teams. - Strong leadership skills, with the ability to motivate and guide cross-functional teams. -Ability to present complex information clearly and concisely to stakeholders at all levels. -Experience in managing PandL for accounts and ensuring profitability. -Strong problem-solving skills and the ability to make data-driven decisions. - Ability to identify and capitalize on opportunities for account growth. -This position is open to Malaysian nationals only.