Sepenuh Masa Service Delivery Manager Jobs, salary up to MYR 7,000 in Crossroad Solutions Sdn Bhd Cyberjaya - Maukerja

Education & Experience

Bachelor's Degree in IT, Computer Science, Engineering, Business, or a related field

Minimum 3 years of experience in service delivery, project management, or IT operations roles (3-5 Years experiences)

Experience managing government or enterprise ICT contracts is strongly preferred

Background in Maintenance & Managed Services, IT infrastructure, or enterprise solutions is an advantage

ITIL Foundation certification is an advantage; willingness to pursue certification is expected

PMP or Prince2 certification is an added advantage

Skills & Competencies

Strong understanding of IT service management principles (ITIL framework)

Proven ability to manage multiple client accounts simultaneously under pressure

Excellent written and verbal communication in Bahasa Malaysia and English

Proficient in Microsoft Office, particularly Excel (SLA tracking) and PowerPoint (client presentations)

Comfortable presenting service performance data to senior client stakeholders

Strong problem-solving skills with a calm, solution-focused approach under escalation scenarios

Experience with CRM systems, service desk tools (e.g. ServiceNow, Freshdesk) is an advantage

Personal Attributes

Client-first mindset — takes ownership of client issues and doesn't deflect

Highly organised with strong attention to detail in documentation and reporting

Proactive communicator — keeps all stakeholders informed without needing to be prompted

Resilient and composed under pressure — able to manage difficult client conversations professionally

Team player who collaborates effectively with Sales, Pre-Sales, Finance, and Operations

The Service Delivery Manager (SDM) is a critical operational role responsible for the successful delivery, maintenance, and management of CSSB's ICT Maintenance and Managed Services contracts. The SDM acts as the primary point of contact between CSSB and its clients post-award, ensuring that all contracted ICT services — including network infrastructure, server and data center maintenance, software support, and managed IT services — are delivered on time, within scope, and to the highest standard of quality.

This role bridges the gap between Sales (who wins the contract) and Operations (who delivers it), ensuring seamless handover, proactive ICT issue resolution, and continuous client satisfaction. Reporting to the General Manager Operations (Mr. Jefry), the SDM is the operational backbone of CSSB's post-sales ICT delivery and plays a key role in contract renewals and upsell opportunities by maintaining strong, trusted relationships with existing clients.

 KEY RESPONSIBILITIES 

1.  Service Delivery & Contract Management

Own the end-to-end delivery of all Maintenance and Managed Services contracts under CSSB's portfolio

Ensure all contracted SLAs (Service Level Agreements) are met or exceeded across all active accounts

Serve as the primary escalation point for client service issues — own the resolution process from identification to closure

Manage project timelines, resources, and vendor/sub-contractor coordination for M&E engagements

Conduct regular service review meetings with clients — monthly at minimum, weekly for critical accounts

Prepare and present Service Delivery Reports (SDRs) to clients on a scheduled basis

1.  Client Relationship Management

Build and maintain strong, trust-based relationships with key stakeholders at client organizations

Proactively identify client needs, satisfaction levels, and potential risks to contract continuity

Conduct formal Quarterly Business Reviews (QBRs) with top-tier clients alongside the Sales Director

Act as a trusted advisor — advising clients on best practices, technology upgrades, and service optimization

Gather and document client feedback and escalate systemic issues to the General Manager Operations and Sales Director

1.  Vendor & Partner Coordination

Manage relationships with technology vendors, distributors, and sub-contractors supporting M&E delivery

Track vendor SLAs, parts availability, and support response times — escalate breaches immediately

Coordinate with the Admin Executive on vendor contract milestones, renewals, and procurement status

Ensure all vendor and partner engagements are documented and updated in CSSB's tracking system

1.  Revenue Protection & Growth

Proactively manage contract renewals — initiate renewal discussions at least 90 days before expiry

Identify and present upsell and cross-sell opportunities within existing accounts to the Account Manager

Support the Pre-Sales team in scoping renewal and expansion proposals based on delivery performance data

Maintain a live contract tracker showing status, expiry dates, renewal probability, and revenue at risk

1.  Internal Coordination & Reporting

Coordinate with Finance on billing accuracy, payment tracking, and invoice disputes related to M&E contracts

Work closely with Pre-Sales Engineers on technical escalations and solution recommendations for clients

Submit monthly ICT Service Delivery Performance Reports to the General Manager Operations and Sales Director

Maintain accurate documentation: contracts, SOWs, delivery records, SLA reports, and client correspondence