Compulsory skills

Information Technology

Client Engagement Manager

Petaling Jaya, Malaysia

Regional Delivery Centre for Multinational Telecommunications Company

Our CLIENT is a premier Regional Delivery Centre (RDC) committed to bringing the best global communication solutions to global customers such as Australia & Singapore. They are talent-centric and drive customer experience through improved satisfaction and operational performance that covers ICT, project management, carrier services, and service provisioning to provide world-class and exceptional delivery.

Client/Service delivery manager experience, Technical and/or Service Delivery skills and experience are essential.

Compulsory experience

Client/Service delivery manager experience, Technical and/or Service Delivery skills and experience are essential.

What You Will Do

As Team Lead Client Engagement Manager (CEM), you will be responsible for management and day-to-day performance of Offshore Client Delivery Managers (CDM).

You will ensure that these CDM deliver to performance goals and that cost commitments are met across in-scope contracted services in all involved service towers by scheduling of regular performance reviews, ensuring individual and team KPIs and goals are on-track and achieved, and developing performance improvement and career development plans, including opportunities for training.

Drive and manage utilization of team resources, including utilization reporting and identify opportunities for cost efficiency and productivity improvement, including workflow improvement & optimization.

Act as a point of escalation for managing and resolving customer complaints, client enquiries and provider relationship issues, and ensures all SLAs are met through analysis and presentation of SLA reporting.

Ensures account allocation levels are sufficient to achieve customer and financial targets. Execute review of financial performance and specifically margin achievement. Commercial attainment and gap closure for complex/financial accounts.

Drives or participates in customer engagements are to take place to communicate overall account performance and provide the client an opportunity to provide feedback. Owns the achievement of customer satisfaction and service excellence targets.

Supports Project Services and project leads to ensure delivery of projects on time and on budget, and have been accepted into the operational environment.

What You Need:

Minimum 10 years of ICT Industry experience with at least 5 years Client/Service delivery manager experience and a track record in successfully achieving/exceeding operational goals.

Technical and/or Service Delivery skills and experience essential with ITIL/ITSM experience and basic certification (ITIL V2 or V3 fundamental).

Ability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations.

Ability to prepare and deliver clear, concise and persuasive communications for multiple audiences, including developing & presenting high impact message to senior level management.

Leadership ability to build & manage a cross cultural, cross tower & cross business team for effective & efficient customer support.

Knowledge of 6 Sigma, or Lean, and Crisis & conflict management with demonstrated good understanding of the competitive landscape in the Service Management field and nuances of the market.

What's On Offer:

  •   Offered Salary


Up to RM 11,700

  •   Working hours


40 hours spread over 5 days a week.

  •   Type             


Permanent Position

  •   Work Location 


Petaling Jaya, Malaysia

  •   Offered Benefits


Health insurance coverages, Work-From-Home & more staff perks!

Ease of access: Central HQ location