T&T Senior Manager - ETP As A Service/Opearate (Senior Service Delivery Manager - SAP) - MY

Deloitte Regional Services Center Sdn. Bhd.

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This job is about leading a team as a Senior Service Delivery Manager to ensure excellent support for a client. You might like this job because you get to mentor others, solve problems, and directly impact client satisfaction and service quality!

Undisclosed

Kuala Lumpur, MY, Kuala Lumpur

Full-Time

Job Description

You will be assigned as a Senior Service Delivery Manager (SDM) to manage an Application Managed Services (AMS) team in rendering support services to our Client. In this role, you are expected

To ensure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.
To take accountability for service delivery performance, meeting customer expectations, and driving future demand
To be overall responsible for the SLA Governance and Status Reporting.
To take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
To ensure systems, procedures, and methodologies are in place to support outstanding service delivery
To identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.
To recommend methods of improvement and seeing that actions are implemented on time for service delivery upgrades
To mentor and guide team members in helping them attain expected standards of excellence
To ensure team maintains documentations according to firm standards, best practices, and standard operating procedures
To ensure team fully comply with and adhere to all the standard AMS process & procedures that are developed, and client’s IT policies that applies.
To provide accurate and regular reports to the client and management on performance of the service delivery
To manage all financials related to the client engagements and ensure it is accurately and timely updated. Able to manage all queries related to financials independently and work on discrepancies (if any) immediately and effectively
To assist in client contract management and ensure all policies and scope is understood and adhered to by all relevant team members in the engagement

You may be assigned as a Project Manager to lead a team to deliver a mini implementation or a Change Request. In this role, you are expected

To plan, manage, execute and deliver the work products within time, cost, quality and risk that addresses our clients’ business needs and help achieve their strategic goals
To mentor and guide team members in helping them attain expected standards of excellence
To ensure team maintains documentations according to firm standards, best practices, and standard operating procedures
To manage all financials related to the client engagements and ensure it is accurately and timely updated. Able to manage all queries related to financials independently and work on discrepancies (if any) immediately and effectively
To provide accurate and regular reports to the client and management on performance of the engagement

You will work with diverse and talented project team members to solve problems, improve performance, and generate value for our clients across all industries

You will uphold the firm’s standards and ethos in working with fellow team members and in your interactions with the clients.

You will be tasked to lead and/or coach Analyst, Consultant and Senior Consultant level members.

You may be task to mentor potential Manager candidates on Service Delivery Management and/or Project Management knowledge.

You will lead and/or support business development efforts by contributing directly to the preparation, development of proposals, presentations and publications

Job Requirements

Company Benefits

Comprehensive Insurance Coverage

Employees are provided with labor and health insurance, along with group insurance plans, ensuring robust health and financial protection.

Professional Development Support

The firm offers incentives for obtaining professional certifications, subsidies for association membership fees

Flexible Working Arrangements

Recognizing diverse needs, Deloitte provides flexible working hours and leave systems, including anticipated and deferred annual leave.

Employee Well-being Programs

Initiatives such as physical health checks, Employee Assistance Programs, and subsidies for group activities and sports clubs.

Additional Info

Company Activity

Last active - few days ago

Experience Level

0 - 10 Years of Experience

Job Specialisation

Management Trainee, Software Development & QA / Testing, System & IT Helpdesk / Database Administrator

Company Profile

Deloitte Regional Services Center Sdn. Bhd.

Deloitte is a leading global provider of audit and assurance, consulting, financial advisory, risk advisory, tax & legal, and related services. With more than 175 years of hard work and commitment to making a real difference, our organisation has grown in scale and diversity—approximately 415,000 people in 150 countries and territories, providing these services—yet our shared culture remains the same. Our...