Job Description

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

Job Requirements

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

Skills