Job Description

Based in Kuala Lumpur :We are seeking a seasoned Service Manager to join our team as the Service Delivery Manager. This role is pivotal in coordinating a nationwide service team of up to 30 engineers, covering mechanical, electrical, and software/IT engineering domains. The successful candidate will be groomed to assume the Head of the Service Department role within two years. Key Responsibilities:

• Oversee and coordinate a nationwide field service team, ensuring top performance and efficient service delivery.
• Supervise and direct a centralized helpdesk team, maintaining high standards of performance and service quality.
• Oversee the selection, development, training, and evaluation of staff to ensure departmental efficiency and success.
• Directly support customers, ensuring accountability and strong relationship management.
• Collaborate with headquarters and engineering teams to maintain high levels of customer satisfaction.
• Address and manage escalations by meeting with customers as needed.
• Provide technical guidance and consultation to both customers and the field service team.
• Implement and oversee methods for monitoring and reporting service management processes.
• Coordinate and monitor multiple sub-contractors across the country to ensure seamless service delivery.
• Travel domestically and internationally as required to support and manage service operations.

• Bachelor\'s Degree or Diploma in Electronics, Mechatronics, or a related technical field, or equivalent proven experience.
• Extensive experience in the rollout, management, and support of nationwide service installations, particularly in ICT or advanced automation environments.
• At least 10 years of experience leading service teams, preferably with a focus on large-scale, distributed field operations
• Experience in government projects is an added advantage.
• Proven track record in managing service teams across different regions, with a strong understanding of the challenges involved in nationwide service delivery.
• Familiarity with service management frameworks (e.g., ITIL, FitSM, ISO20000).
• Strong technical background combined with knowledge of business management principles.
• Proficiency in MS Office and HelpDesk Systems (e.g., Jira Service Management, ServiceNow, BMB Remedy, or similar).
• Flexibility and willingness to travel frequently within Malaysia and internationally, especially during the project implementation phase.
• Excellent communication skills, with fluency in both written and spoken English and Bahasa Melayu.
• Experience in dealing with government departments is an added advantage.
• Proficiency in German is an added advantage.

• Performance Bonus
• Contractual Bonus
• Attendance Bonus
• Insurance Coverage
• Medical Claim (Staff & Family)
• Medical Check up/Dental treatment/Eye wear

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