Requirements

Candidate must possess at least a Professional Certificate, Diploma , Advanced / Higher / Graduate Diploma or Certificate in IT related field or equivalent
Fluent in Bahasa Malaysia and English
At least 5 years and above related working experience
Strong analytical and problem-solving skills
Able to work independently and effectively in a team environment
Able to lead a team
Posses Own transport

Responsibility

1. Client Relationship Management

· Serve as the primary point of contact for clients regarding service delivery matters.

· Build and maintain strong, long-term client relationships to ensure satisfaction and business continuity.

· Conduct regular client meetings, service reviews, and feedback sessions to ensure expectations are met and exceeded.

2. Service Performance Monitoring

· Oversee the daily service operations to ensure services are delivered in accordance with agreed service levels (SLAs) and key performance indicators (KPIs).

· Track and analyze service metrics to identify trends, gaps, and areas for improvement.

· Prepare and present regular performance reports to internal stakeholders and clients.

3. Team Leadership and Coordination

· Lead, guide, and support service delivery teams, including support staff, engineers, and coordinators.

· Assign responsibilities, set goals, and monitor team performance to maintain high levels of productivity and service quality.

· Provide coaching and development opportunities to strengthen team capabilities.

4. Issue and Escalation Management

· Manage incidents, service disruptions, and customer complaints efficiently and professionally.

· Ensure timely escalation and resolution of issues to minimize service impact.

· Coordinate with technical teams and other departments to resolve complex problems.

5. Continuous Improvement

· Identify opportunities to improve service processes, reduce inefficiencies, and enhance customer satisfaction.

· Initiate and lead process improvement projects using best practices and industry standards.

· Drive innovation in service delivery by introducing new tools, automation, or methodologies.

6. Compliance and Quality Assurance

· Ensure that all service delivery activities comply with relevant standards, policies, and regulatory requirements.

· Conduct audits, spot checks, and service quality assessments to maintain high service standards.

7. Budgeting and Resource Planning

· Collaborate with finance and operations teams to manage service delivery budgets.

· Forecast resource needs based on service demand and client requirements.

· Optimize resource allocation to balance quality and cost-effectiveness.

8. Project Support and Transition Management

· Support onboarding of new clients and ensure a seamless transition from project implementation to service delivery.

· Develop and maintain transition plans, ensuring minimal disruption to clients during handovers.

· Coordinate with project managers to align delivery expectations and timelines.

9. Stakeholder Communication

· Maintain regular communication with internal departments such as Sales, IT, Finance, and HR to ensure alignment on service-related matters.

· Provide updates to senior management on service performance, client feedback, and risk areas.

Benefits

KWSP / SOCSO included
Min. 12 annual leave per year
Medical coverage
Yearly Team Building/ Annual Dinner

Job Type: Contract
Contract length: 12 months

Pay: RM7,000.00 - RM10,000.00 per month

Benefits:

Opportunities for promotion
Parental leave
Professional development

Location:

Bangsar South (Required)

Willingness to travel:

100% (Preferred)

Work Location: On the road

Job Title	Average Monthly Salary	Active Jobs
Field Engineer	2 Active Jobs	2 Active Jobs

Beyond2u Sdn Bhd

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