Assistant Manager - Service Delivery

Key Responsibilities

Manage refurbished asset lifecycle and cost control for MPS/MDS deployments

Coordinate refurbished machine inventory, stock status and redeployment with warehouses, consultants and account managers

Oversee IMAC‑D activities for new and refurbished machines to ensure accurate asset tracking and location updates

Manage service delivery performance reviews and drive continuous service improvement initiatives

Lead and manage on‑site 1st level support teams to meet agreed SLAs

Monitor fleet utilization and recommend fleet optimization and rationalization to customers

Manage customer relationships at operational level and ensure service satisfaction

Implement customer satisfaction surveys and develop Service Improvement Plans

Manage 3rd‑party vendors and contracts, ensuring SLA compliance and continuous improvements

Organize customer training for new MDS tools and solutions

Collaborate closely with internal teams (Technical, Transformation, Service, Sales) to ensure service excellence

Authority & People Management

Make operational service decisions within approved authority limits

Manage team performance, conduct evaluations and recommend salary increments

Recruit manpower based on approved budget

Requirements

Degree in Business Administration, Service Management or related field (ITIL certification preferred)

Minimum 3 years of managerial experience, preferably in services or managed services environment

Strong leadership, people management and planning skills

Excellent interpersonal, communication and customer management skills

Strong analytical and problem‑solving capabilities

Proficient in Microsoft Office applications

Good command of English and Bahasa Malaysia (spoken & written)