Enterprise Service Manager

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Enterprise Service ManagerApply locations Menara Maxis time type Full time posted on Posted 3 Days Ago job requisition id JR11291
Are you ready to get ahead in your career?
We want to empower you to turn your ambitions into achievements.
We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
To realise our vision to become Malaysia's leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.
Why does this job exist and why is it critical?
This role will provide the framework and ambition to deliver top notch Service Management to prestige Enterprise customers. Service Manager to deliver the continuous improvement projects according to time, budget, billed revenue, high NPS Score and in Unmatched Customer Experience manner.
What are you accountable for?
Customer focus with a passion for continuously improving customer capabilities in business
Hold strong communication and relationship building skills at all levels within the organization
Take accountability to manage overall Maxis service availability and operational capability for the customer
Evaluate customer-service insight and analysis to vendor reviews and management reporting to drive actions – operations process improvements
Maintain and improve operations by analyzing data on Maxis service performance and problems resolution turnaround time
Lead weekly and monthly support vendor performance reviews to ensure vendors are meeting and/or exceeding established SLAs
Responsible for aspects of client management and governance of Managed Service and Support customers
Ensure all SLAs and milestone-based deliverables are on target
Accountable for the successful execution of Support of the pre-sale's engagement process for managed service and support opportunities
Responsible realization of the client expected benefits and successful delivery of the objectives of applicable client programs or internal initiatives
Establish a trusted and lead the strategic advisory relationship with both our client's customers and other go-to-market functions to position the company for future business growth opportunities
Manage the account revenue and cost of service accountability
Responsible for organic business growth and delivery of incremental revenues through the life of the specific contract within this client
Focus on processes and operational efficiencies to improve the service offering, reduce costs or expand business and revenue generation
Work with the relevant project staff to identify issues/risks in a timely manner and develop/implement appropriate risk response
Proactively monitor overall work-stream/incident progress/status at regular intervals to senior and executive level stakeholders
Develop and maintain cross-functional partnerships with other departments to ensure customer issues are resolved and our client retains a vendor of credibility reputation
What's next?
Once you've applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.
Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.#J-18808-Ljbffr


Nominal Salary: To be agreed

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