Kerja Sepenuh Masa Services Manager – Quality - Governance, Gaji tinggi MYR 16,000 di Global HR MGT Johor - Maukerja

The Opportunity

The Services Manager – Quality & Governance is responsible for leading service governance, operational excellence, and quality assurance across the Managed Services business.

This role ensures that service delivery consistently meets contractual commitments, financial objectives, compliance standards, and customer expectations. The successful candidate will work closely with cross-functional teams to drive continuous service improvement, strengthen governance frameworks, optimize operational performance, and build long-term client relationships.

Key Responsibilities1. Service Management

• Develop and maintain a comprehensive understanding of each client’s contractual framework, including SLA/SLO commitments, service scope, commercial model, stakeholders, operating environment, and cost structure.
• Own end-to-end SLA and SLO performance across the managed service portfolio.
• Lead proactive root cause analysis and Service Improvement Plans.
• Govern the full service delivery lifecycle to ensure quality execution.
• Define, review, negotiate, and improve SLA/SLO commitments and governance practices.
• Oversee the development and optimization of service rate cards.
• Analyze billable services against Total Cost of Ownership to improve margins and service value.
• Drive productivity and efficiency through performance analytics and continuous improvement.
• Lead monthly, quarterly, and ad-hoc service reviews.
• Report on SLA performance, financial results, risks, and improvement actions.
• Partner with the Technology Manager to improve service performance and standardization.
• Lead internal audits and ensure audit findings are resolved promptly.

2. Client Relationship Management

• Build and maintain trusted relationships with client stakeholders and strategic partners.
• Conduct Customer Satisfaction surveys and convert feedback into measurable improvements.
• Work with Sales to identify up-selling and cross-selling opportunities.
• Investigate client challenges and develop integrated solutions across multiple service areas.
• Represent Service Delivery during pre-sales, post-sales, and client-requested projects.

3. Team Leadership

• Lead, mentor, and support technical professionals delivering services under demanding SLA commitments.
• Align employee development plans with career aspirations and business needs.
• Conduct regular performance reviews and competency-development planning.
• Monitor workloads and rebalance assignments to prevent burnout and maintain service quality.

4. Cross-Team and Internal Collaboration

• Promote collaboration and shared accountability across departments.
• Facilitate transparent communication among internal teams, clients, and management.
• Develop service datasheets and client-facing presentations with the Technology Manager.
• Provide service input and accurate quotations to Sales and Pre-Sales.
• Support Sales enablement by communicating the value of the service portfolio.
• Contribute to proposals, bid responses, contract renewals, and client-retention initiatives.

5. Service Area Oversight

Govern and report performance across ITIL-aligned service domains:

• Service Management
• Incident and Problem Management
• Change Management
• Platform Services

The role must ensure each service area achieves its operational and strategic objectives and adjust governance responsibilities as the organisation evolves.

6. ISO Certification

• Assess infrastructure and service-management controls supporting ISO 20000 and ISO 27001 readiness.
• Lead certification initiatives toward completion within the targeted 12-month timeline.

Key Performance Indicators

• SLA/SLO compliance across clients
• Reduction in recurring service breaches and escalations
• Improvement in Customer Satisfaction scores
• Margin improvement across service portfolios
• Timely and high-quality service reviews and reporting
• Measurable improvements across ITSM domains
• Employee engagement and competency development
• Growth in standardized and reusable service offerings
• Contribution to bid wins, client retention, and contract renewals

Required Skills and Experience

• Proven experience in Service Delivery or IT Governance within an MSP or enterprise IT environment.
• Strong understanding of ITIL principles; professional certification is preferred.
• Experience in performance management, reporting, and continuous service improvement.
• Strong client relationship and stakeholder-influencing abilities.
• Team leadership and employee-development experience.
• Excellent communication, presentation, and decision-making skills.
• Experience using ITSM platforms such as ServiceNow, Excel dashboards, and service-reporting frameworks.

Pay: RM13,000.00 - RM16,000.00 per month

Work Location: Hybrid remote in Johor Bahru