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Client Delivery Manager – EUC

Client Delivery Manager – EUC

CTC GLOBAL SDN BHDPetaling Jaya, Selangor, Malaysia
30+ days ago
Job description
  • Leadership and Team Management : Leads a team of operations / technical services professionals accountable for all aspects of inbound customer service, including multi-platform and multi-software package technical support, problem identification, and resolution.
  • Client Service Coordination : Coordinates, controls, and supervises client service activities to ensure the highest quality of client service is delivered.
  • Quality Assurance and Training : Plans, develops, and directs the quality assurance process and related training to address quality processes and execution.
  • Operational Planning and Execution : Develops operational objectives and work plans to align with business goals and client needs.
  • Client Service Policies and Training : Executes client service policies, processes, tools, and training for staff to ensure successful execution of client service level agreements and the launch of new products and services.
  • Staff Scheduling : Coordinates staff schedules to align with business unit service delivery objectives, ensuring adequate coverage and support.
  • Multi-Shift and Multi-Location Management : Directs the activities of multiple employees operating across various shifts and geographies, ensuring smooth support operations.
  • Operations Service Delivery : Responsible for all aspects of operations service delivery, including customer satisfaction, people management, facilities management, and financial aspects of the operations center.
  • Technology and Security Standards : Establishes and maintains infrastructure standards, including developing and enforcing technology-related policies and procedures to ensure the appropriate use of information technology in a secure computing environment.
  • Inventory Control and Disaster Recovery : Provides oversight for inventory control, property management, and disaster recovery programs to ensure business continuity and proper asset management.

    • Education and Experience :

    Qualifications : Degree in IT, Business Administration, or a related field.

    Experience :

    • Proven knowledge of the IT services industry and delivery models.
    • Hands-on experience in service delivery, operations, and client engagement.
    • Exposure to outsourced IT environments, including service desk, field services, infrastructure, and data centers.

      • TechnicalKnowledge

    • Strong understanding of business process management, service-level governance, and evolving IT trends.
    • Familiar with service reporting, financial oversight, and operational controls.

      • Skills and Attributes

    • Excellent interpersonal and communication skills.
    • Strong leadership, adaptability, and conflict resolution ability.
    • Customer-centric approach with discipline, initiative, and creative problem-solving.
    • Open-minded, analytical, and committed to team development and service excellence.

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    Delivery Manager • Petaling Jaya, Selangor, Malaysia