Job Description

An exciting opportunity has arisen where we require an IT & Customer Success Manager to join our ICT team, based in the Malaysia Office.

The Information Technology function at Lendlease is responsible for providing the technology capability and delivery to enable our business strategy and day-to-day operations. We are a trusted business partner that delivers outcomes to the business and leads technological innovation to drive competitive advantage to our customers through the use of digitised and mobile technologies. Reporting to the Digital Experience Manager your job responsibilities include:

Stakeholder management, customer satisfaction, governance, service review meetings, performance reporting, (may include budget and P&L management) etc.

Encourage and empower the team to work with development and cross-functional teams, influencing at a team level.

Provide group or individual training sessions, inductions and presentations to ensure education, awareness and satisfaction (to customers, service & technology teams, key stakeholders etc).

Establish and/or utilise performance metrics, monitoring, analysing and tracking performance to ensure targets are met or exceeded, and identifying continuous improvement opportunities and insights.

Perform governance and collaborate to ensure commercial and operational relationships with vendors and trusted partners are financially viable and deliver quality service to customers.

Ensure services provided comply with industry standards, best practice and regulatory requirements.

Perform risk and issue management, leading the escalation and resolution of issues where required.

Develop, maintain and publish documentation and knowledge base articles.

Service Delivery:

Perform service delivery of a globally aligned service that underpins and facilitates business objectives, ensuring local needs and future pipeline & changes are met.

Draw upon an knowledge and experience of the Lendlease business, be the customer\xe2\x80\x99s trusted advisor and advocate, actively working to improve the speed, reliability, quality and cost benefit of service delivered.

Customer Success:

Product and service roll-out, adoption, awareness and support.

Contribute to retention and growth among customers, evaluate and understanding adoption trends and business needs.

Act as a strategic partner to the business, the voice of the customers across all Digital functions and focus on customer engagement.

Liaise with the key business stakeholders in the region and work with the managed services partner to deliver technology services incl. digital transformation, process improvement and innovation opportunities that align to the business priorities and deliver business value.

Establish a systemic approach to identifying and shaping the innovation ideas and value creation opportunities enabled by combining business insights with emerging or existing technologies. This includes executing the enterprise\xe2\x80\x99s innovation strategy on the ground to drive change and ensure that the tools and processes are in place to steer the innovation efforts.

Customer Support:

Provide L2 remote and face to face support (including troubleshooting, issue resolution, project site work etc).

Plan and action each ticket through to resolution.

Service Management:

Provide best practice process definition, design, re-engineering, implementation, management and improvement of current/to-be processes.

Service Management tool SME input into Tool functional capabilities and roadmap enhancements.

Oversee and ensure seamless delivery of IT services within the region by coordinating the managed services partner and other vendors within the region and escalate issues

Work with service delivery teams to plan and deliver IT change to the business stakeholders

Proactively identify opportunities for increased operational and business efficiencies

Monitor, track and share the service delivery outcomes with key regional stakeholders and ensure performance remains in-line with key business objectives and outcomes.

Experience / Qualifications:

Experience in service related role.

Typically a degree or certification or qualification or equivalent experience in Information Technology, Business or similar preferred.

At Lendlease Digital, we\xe2\x80\x99re changing the way we think, the way we work and how we deploy digital solutions to create the Lendlease Digital Way, our new customer focused mentality about how we deliver initiatives based on the agile approach.

Our team is building a technology platform that will transform and disrupt the property and construction industry. We develop products that solve real problems and deliver solutions that are feasible, viable and desirable to our customers. Our core philosophy is \xe2\x80\x9cdigital before physical, share data not files, fully simulated and tested before manufacture and assembly (not construct)\xe2\x80\x9d.

As a team, we are innovative, brave and continually learning and trying new ways of doing things.

Lendlease is a diverse, flexible and inclusive employer of choice. We engage, enable and empower our people and support their individual needs. Inclusion sets us all up for success.

If you feel this position is suited to your skills, experience and career aspirations, please apply on the link now. For all our opportunities please visit

Lendlease is committed to being a diverse and inclusive employer of choice by engaging, enabling and empowering our people. All qualified applicants will receive consideration for employment and we are happy to consider flexible working arrangements. Inclusion sets us all up for success and we particularly encourage applications from currently under-represented groups in our industry including those who self-identify as women, black, Asian, minority ethnic, lesbian, gay, bisexual, transgender and/ or disabled.

Lendlease