Customer Delivery Manager
Enfrasys
Date: 1 day ago
City: Petaling Jaya
Contract type: Full time
Essential Duties and Responsibilities:
- Lead the managed services delivery for efficiency, quality and alignment with recurring revenue goals.
- Implement and monitor adoption plans for successful to drive or maximize the customer investment.
- Monitor service performance, analyze trends and implement corrective actions to improve quality.
- Lead and conduct regular service reviews with clients and internal teams to ensure transparency and accountability to align services with strategic objectives.
- Act as the primary point of contact for service-related matters, ensuring high customer satisfaction.
- Proactively identify and address customer concerns, managing escalations effectively.
- Build and maintain strong, long-term relationships with key stakeholders.
- Oversee incident, problem and change management processes to minimize service disruptions.
- Drive root cause analysis (RCA) for major incidents and implement preventive measures.
- Identify opportunities for service optimization, automation and cost efficiency.
- Lead initiatives to enhance delivery processes, tools and methodologies in collaboration with technical teams.
- Manage service budgets, track costs and ensure profitability of managed services engagements.
- Support contract renewals, expansions and upsell opportunities in partnership with account teams.
- Manage third-party vendors and subcontractors to ensure seamless service delivery
- Minimum 3 years of experience in managing customer expectation, customer success, IT service delivery management, IT operations, managed services or related fields.
- Customer-focused mindset with strong problem-solving skills.
- Proven track record of managing IT services in an enterprise or system integrator environment.
- Ability to manage multiple clients and priorities in a fast-paced environment with changing demands.
- Demonstrated experience in an enterprise or system integrator environment, with knowledge of Microsoft solutions like Azure, Microsoft 365, Data & AI or related are a plus.
- Strong communication and interpersonal skill for building and maintaining customer.
- Microsoft Certification preferred, with a passion for staying updated on cloud solutions.
- Strong analytical, reporting skill, problem-solving skills and client handling experience, able to work independently under pressure with changing priorities and unstructured environment
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