Job Description

Are you ready to get ahead in your career?

• We want to empower you turn your ambitions into achievements.
• We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
• Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
• To realise our vision to become Malaysia\xe2\x80\x99s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?\xe2\x80\x8bWhat are you accountable for?

• Accountable for post sales End-to-end (E2E) Service Management for Maxis Enterprise top customer accounts.
• Take accountability to manage overall Maxis\xe2\x80\x99 service availability, and operational capability for the customers.
• Customers\xe2\x80\x99 single point of contact for all service-related topics during Run-and-Maintain (for Strategic and Top Tier accounts).
• Implementing and managing service management disciplines frameworks (e.g. ITIL, 6Sigma) in an ICT managed services/ Telecommunication/Network environment (e.g. IoT, SDWAN, Cloud etc.)
• Collaborate with leadership team to develop key strategic initiatives to ensure the Service will continue meet the business needs.
• Proactively leading regular governance and service review meetings with customers on performance and improvement opportunities.
• Ensure all SLAs and contractual-based deliverables are on target.
• Own and lead a Problem Management and RCA for the client and ensure this is communicated to the relevant stakeholders.
• Ensure that actions associated to major incident reports are completed within an acceptable time-frame to reduce the likelihood and impact of the incident reoccurring.
• To improve customer experience, manage and reduce customer complaints.
• Work with Account Managers to discover and identify new opportunities for revenue expansion.
• Drive reduction in revenue leakage and losses in operational delivery.
• Establish greater governance in the end-to-end revenue assurance in overall Service, including Billing and Collection reviews supported by Billing & Collection Operations team.
• Measure, record, analyse and improve the customer satisfaction.

What do you need to have for the role?

• Bachelor\'s / Master\xe2\x80\x99s Degree in Information Technology, Telecommunications, Business Management, or a related field.
• Relevant years of experience in Service Management within an ICT managed services/Telecommunication/Network environment.
• Proven experience in handling post-sales service management for enterprise customers.
• Strong background in managing SLAs and contractual deliverables.
• Proficiency in ITIL (Information Technology Infrastructure Library) and 6Sigma methodologies.
• Excellent communication skills, capable of acting as a single point of contact for customers on service-related topics.
• Proven track record of improving customer satisfaction and managing customer complaints.

What\xe2\x80\x99s next?

• Once you\xe2\x80\x99ve 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. You can also check on your application status by logging into your candidate account.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance \xe2\x80\x94 regardless of ethnicity, gender, age, education, religion, nationality or physical ability.

Maxis