Service Manager - Malaysia

Job Title: Service Manager - Malaysia
Contract Type: Permanent
Location: Malaysia
Start Date: 07/06/2018
Duration: 366
REF: 32735
Contact Name: Danica Pagsisihan
Contact Email:
Job Published: about 4 years ago

Job Description

Key Words: Service Delivery, Service Management, Customer Service, Operations, Customer Relationship Management, Escalation Management, Stakeholder Management, SLA Management, Change Management, Contract Management, Customer Retention, Opportunity Identification, ITIL, PMP

Role: Service Manager

Industry: Telecommunications, Information Technology

Function: Service Delivery, Service Management

Location: Malaysia


About Our Client,

Our client is a fully-integrated info-communications company, offering a full range of information, communications and technology services for both consumer and enterprise markets offering the latest solutions. 

About the Service Manager,

  • You are the primary customer relationship for implementation and ongoing operations for existing contracts.
  • You will help in generating sales leads, drive technical service improvements and improve processes for managing service relationships with platinum and priority customers ensure network and process optimization and relationship management including post product implementation.
  • Participate in customer engagement reviews and provide service improvement recommendations as required.
  • Ensuring operational excellence, efficiency and high quality in the overall lifecycle of customer service support.
  • Ensuring adherence to agreed SLAs, ensuring alignment of internal operations, Product and Sales teams to customer needs.
  • Responsible for change management, contract management and customer loyalty.
  • Ensures successful transition of the engagement team to the delivery team with the overall objective to make TCL a preferred supplier to customer.
  • Influence retention with the customer to increase revenue opportunities. 


About You

Please note: Interested Applicants must be able to work in Malaysia.


  • Functionally lead some teams through application of deep knowledge of one job area or broad knowledge of several job areas within Service Management.
  • Operational role, responsible for setting objectives and delivering results that have a significant impact within the context of a wider operational area.
  • Identifies problems and updates or modifies working methods in own role without the benefit of defined procedures.
  • Provide first level of supervisory management to a work team that includes professional roles when necessary.
  • May also supervise technical and administrative staff.
  • Independent, capable of identifying key issues and priorities and focusing on these to deliver required results with minimal direction and supervision.
  • Work-group/team focus.
  • Bachelor’s Degree (preferred: Engineering)
  • Experience: 5 to 10+ years.


Personal Attributes



·        Positive can-do attitude

·        Relentless – will not give in

·        Positive energy

·        Collaborative and team player

·        Takes ownership and accountability for the situation

·        Results oriented



·        Creative and Versatile

·        Good listening Skills/humility

·        Culture Sensitivities / local experience

·        Project management / implementation



·        Analytical and possess the ability to solve problems permanently

·        Must be a good team player with eye for details and improvement.


If you are interested to learn more about the above job role or any other job opportunities, please apply to this job advertisement or alternatively contact the following consultant:


Danica Pagsisihan

+65 65898787

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