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Head, Service Delivery (Telco)

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We are seeking a dynamic and committed Head of Service Delivery for our telecommunication services. This role is critical in ensuring high-quality customer-facing support for all our products and services. You will be responsible for governing our Business Contact Centre and Technical Helpdesks, coordinating with various teams for timely incident resolution, and driving proactive improvements in customer service experience. This is an opportunity to innovate and grow within a culture that values commitment, performance, and possibilities. * Lead enterprise customer-facing support for all products and services * Govern the Business Contact Centre operations * Drive proactive improvement of overall customer service experience

What you'll do:

As the Head of Service Delivery, you will play a pivotal role in shaping the customer experience. Your primary responsibility will be to oversee all aspects of enterprise customer-facing support. This includes managing our Business Contact Centre and Technical Helpdesks, coordinating with various teams for incident resolution, implementing best practice service management frameworks, and driving continuous improvements. You will also be instrumental in fostering a culture of learning through comprehensive training activities. Your collaborative approach will be key as you work cross-functionally with sales, technical teams and product teams to align service quality with client needs. Your leadership will guide regular operational performance reviews aimed at continuous improvement.

  • Oversee all Enterprise customer-facing support for all products and services to ensure speed to resolution and high productivity.
  • Govern over Business Contact Centre and Technical Helpdesks team
  • Implement best practice service management framework across Service Managers
  • Introduce comprehensive training activities, enhancing the skill sets of servicing teams contributing to improved performance and efficiency.
  • Own & drive proactive improvement of overall customer service experience, including identifying cross-client network improvement opportunities, quality of service management, support during major incidents, churn management, change management, problem escalations.
  • Collaborate cross functionally with sales, technical teams and products to align service quality and experience with client needs and expectations.
  • Lead regular operational performance review meetings with the business to feedback on performance and discuss continuous improvement opportunities.

What you bring:

The ideal candidate for the Head of Service Delivery will bring a wealth of experience in managing large teams within a fast-paced environment. You will have a strong understanding of telecommunication products and services, with proven experience in managing Business Contact Centres and Technical Helpdesks. Your ability to implement best practice service management frameworks will be key to ensuring service excellence. A track record of driving continuous improvements in customer service experience is essential. Your strong cross-functional collaboration skills will enable you to work effectively with sales, technical teams and product teams. Your leadership skills will shine through as you lead operational performance review meetings and strategize on process improvements.

  • Proven leadership skills with experience in managing large teams in a fast-paced environment.
  • Strong understanding of telecommunication products and services.
  • Experience in managing Business Contact Centres and Technical Helpdesks.
  • Ability to implement best practice service management frameworks.
  • Experience in driving continuous improvements in customer service experience.
  • Strong cross-functional collaboration skills.
  • Experience in leading operational performance review meetings.
  • Ability to strategize and implement process improvements.

What sets this company apart:

Our client is committed to bringing the best of technology to help people, businesses and the nation stay ahead in a changing world. They thrive on inclusiveness, diversity and embrace close collaborations for everyone to create impact. They are on a mission to become the country’s leading converged solutions company and are looking for new talent to innovate and grow with them in a culture that values commitment, performance and possibilities. They value diverse voices & people and hire and reward their employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.

What's next:

Ready to turn your ambitions into achievements? Apply now!

Apply Today by clicking on the link. Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process. Should you be shortlisted for the role, we will send you an invitation via email for a digital interview.

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C

Contract Type: FULL_TIME

Specialism: Tech & Transformation

Focus: IT Service Delivery

Industry: IT

Salary: Market Aligned Benefits

Workplace Type: On-site

Experience Level: Senior Management

Location: Kuala Lumpur

Job Reference: CX9941-15E4DB97

Date posted: 20 May 2024

Consultant: Benjamin Chai

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