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Role Overview&nbsp; The Service Quality &amp; Governance Manager is accountable for overseeing end-to-end service delivery quality, governance processes, and client satisfaction within the Managed Services business unit. This role ensures all services are delivered in alignment with contractual obligations, financial performance expectations, and continuous improvement targets. The manager will lead cross-functional collaboration, optimize operational governance, and drive improvements in service standardization, team performance, and client engagement.&nbsp; &nbsp;&nbsp; Key Responsibilities&nbsp; &nbsp;&nbsp; 1. Service Management&nbsp; Maintain deep knowledge of each client's contract framework, including SLA/SLOs, scope, pricing model, stakeholder matrix, operating environment, and cost structure.&nbsp; Accountable for end-to-end SLA and SLO performance across all clients; proactively lead root cause analysis and service improvement plans (SIPs).&nbsp; Govern the service delivery lifecycle to ensure quality execution within contracted and performance constraints.&nbsp; Define, negotiate, and revise SLA/SLO commitments and associated best practices in alignment with evolving client needs.&nbsp; Own the development, review, and adjustment of service rate cards.&nbsp; Analyze billables against the total cost of ownership (TCO); identify and act on opportunities to enhance margins.&nbsp; Drive productivity and efficiency through timely data collection and performance analytics to reduce costs and eliminate service defects.&nbsp; Lead monthly, quarterly, and ad-hoc service review processes&mdash;reporting on SLA adherence, SIPs, financial metrics, and improvement initiatives.&nbsp; Collaborate with the Technology Manager to steer performance improvements and service standardization efforts.&nbsp; Lead internal audit efforts and follow through on audit callouts.&nbsp; &nbsp;&nbsp; 2. Client Relationship Management&nbsp; Maintain positive working relationships with client stakeholders and their partners.&nbsp; Conduct periodic Customer Satisfaction (CSAT) surveys and drive actionable improvement plans.&nbsp; Identify up-sell and cross-sell opportunities in collaboration with the Sales team.&nbsp; Investigate and co-develop integrated solutions for client challenges, working across multiple service towers.&nbsp; Act as the service delivery representative in pre-sales and post-estrangements;&nbsp; facilitate or lead client-requested projects as necessary.&nbsp; &nbsp;&nbsp; 3. Team Leadership&nbsp; Manage and support a diverse team of technical professionals to deliver high-quality&nbsp;&nbsp; services under demanding SLAs.&nbsp; Foster staff growth by aligning development plans with individual aspirations&nbsp;&nbsp; and organizational needs.&nbsp; Conduct periodic performance reviews and develop action plans for competency&nbsp;&nbsp; upliftment.&nbsp; Monitor workloads and proactively rebalance assignments to avoid burnout and&nbsp;&nbsp; ensure service consistency.&nbsp; &nbsp;&nbsp; 4. Cross-Team &amp; Internal Collaboration&nbsp; Champion cross-functional collaboration to eliminate silos and foster shared ownership of service outcomes.&nbsp; Facilitate open communication between internal teams, clients, and management to drive transparency and trust.&nbsp; &nbsp;&nbsp; &nbsp;&nbsp; Lead the development and maintenance of service datasheets and client-facing presentations in conjunction with the Technology Manager.&nbsp; Engage with Sales and Pre-sales teams to provide solution input and accurate service quotations.&nbsp; Support Sales enablement by educating them on the value proposition of the service portfolio.&nbsp; Participate in bid response and contract renewal initiatives, contributing service capability inputs.&nbsp; &nbsp;&nbsp; 5. Service Area Oversight&nbsp; Govern and report performance across key ITIL-aligned service domains:&nbsp; - Service Management&nbsp; - Incident &amp; Problem Management&nbsp; - Change Management&nbsp; - Platform Services.&nbsp; Ensure each domain meets its operational and strategic performance objectives.&nbsp; Adjust oversight areas as organizational scope evolves.&nbsp; &nbsp;&nbsp; 6. ISO Certification&nbsp; &middot;Assess and report on infrastructure and service management controls contributing to ISO 20000 and ISO 27001 readiness, and manage the projects toward certification within 12 months.&nbsp; Key Performance Indicators (KPIs)&nbsp; &middot;SLA/SLO compliance rates across all clients&nbsp; &middot;Reduction in repeat service breaches or escalations&nbsp; &middot;Increase in CSAT scores&nbsp; &middot;Margin improvement across service portfolios&nbsp; &middot;Timeliness and quality of service reviews and reporting&nbsp; &middot;Planned, measurable and business-relevant improvement across the ITSM service domains&nbsp; &middot;Employee engagement and competency development metrics&nbsp; &middot;Growth in standardized service offerings and reuse of service packages&nbsp; &middot;Contribution to bid wins and client retention/renewals.&nbsp; &nbsp;&nbsp; &nbsp;&nbsp; &nbsp;

Role Overview 
The Service Quality and Governance Manager is accountable for overseeing end-to-end service delivery quality, governance processes, and client satisfaction within the Managed Services business unit. This role ensures all services are delivered in alignment with contractual obligations, financial performance expectations, and continuous improvement targets. The manager will lead cross-functional collaboration, optimize operational governance, and drive improvements in service s...

Services Manager – Quality & Governance

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Company Profile

Global HR MGT SDN BHD