Client Delivery Manager – EUCCTC GLOBAL SDN BHD • Petaling Jaya, Selangor, Malaysia
Client Delivery Manager – EUC
CTC GLOBAL SDN BHD • Petaling Jaya, Selangor, Malaysia
30+ days ago
Job descriptionLeadership 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.
- Strong understanding of business process management, service-level governance, and evolving IT trends.
- Familiar with service reporting, financial oversight, and operational controls.
- 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.
TechnicalKnowledge
Skills and Attributes
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Delivery Manager • Petaling Jaya, Selangor, Malaysia
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