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Head, Service Delivery (Intralogistics)

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Keywords: Service Delivery, Customer Satisfaction, ITSM, ITIL, Intralogistics, Warehousing An exciting opportunity has arisen for a dynamic and experienced Head of Service Delivery to join a leading global provider of modular warehouse and logistics systems. This role is pivotal in managing all customer-related service activities, with a focus on remote services, aiming to enhance customer satisfaction and expand the various services within the Remote Service Line business. The successful candidate will be part of an organisation that shapes the future of intralogistics, operating across six continents and consistently developing innovative solution concepts for various industries. * Leading global provider of modular warehouse and logistics systems * Opportunity to shape the future of intralogistics * Focus on enhancing customer satisfaction and expanding services

What you'll do:

As the Head of Service Delivery, you will play a crucial role in managing all customer-related service activities, focusing particularly on remote services. Your primary goal will be to enhance customer satisfaction and grow the various services within the business. You will liaise with the team in implementing the required global process for Remote Services in the region. Your responsibilities will also include supporting escalation management in Incident/Problem tickets with customers' organizations. You will analyze SLA performance and identify areas of improvement for better profitability. Furthermore, you will ensure compliance by operating within company’s policies and procedures, as well as industry regulations.

  • Manage all customer-related service activities in relation to remote services
  • Collaborate with stakeholders such as Project teams, Technical and Helpdesk in determining support levels
  • Support escalation management in Incident/Problem tickets with customers' organization
  • Analyze SLA performance and identify areas of improvement for better profitability
  • Maintain data in global tools (Salesforce - Service Cloud, SaX, etc) at account level for tickets
  • Collaborate with various stakeholders to define obsolescence management for both hardware and software systems
  • Monitor and follow up on feedback and initiate discussions with customers to improve service quality
  • Ensure compliance by operating within company’s policies and procedures, as well as industry regulations

What you bring:

The ideal candidate for this Head of Service Delivery role will bring a wealth of experience in customer and vendor management. You should possess strong communication and interpersonal skills, enabling you to work effectively with both internal and external customers. Your customer service skills will be exceptional, allowing you to listen to the concerns and feedback from customers and address their needs effectively. You should also have good negotiation skills, enabling you to articulate and convince others of the benefits of our services. A background in account management is essential, as is fluency in written and oral English.

  • Proven experience in customer, account and vendor management
  • Strong ITSM exposure coordinating incident, change and problem
  • Lead a team of 10-20 application analysts and software engineers
  • Familiar with supporting 24/7 environment
  • Strong communication and interpersonal skills to work with both internal and external customers
  • Good communication and negotiation skills to articulate benefits of our services
  • ITIL manager certification

What sets this company apart:

Our client is a globally operating group of companies and one of the world's leading solution providers of modular warehouse and logistics systems. They operate across six continents, developing innovative solution concepts for various industries, shaping the future of intralogistics. They offer multinational exposure, flexible work arrangements, attractive benefits, and great career development opportunities.

What's next:

If you're ready to take your career to the next level in a role that will challenge and reward you in equal measure, apply today!

Apply today by clicking on the link!

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: MYR216,000 - MYR264,000 per annum + Market Aligned Benefits

Workplace Type: Hybrid

Experience Level: Mid Management

Location: Selangor

Job Reference: 09RZ90-48079115

Date posted: 24 June 2024

Consultant: Benjamin Chai

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