Job Description

Are you ready to get ahead in your career?

• We want to empower you to turn your ambitions into achievements.
• We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
• Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
• To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?​

This role will provide the framework and ambition to deliver top notch Service Management to prestige Enterprise customers. Service Manager to deliver the continuous improvement projects according to time, budget, billed revenue, high NPS Score and in Unmatched Customer Experience manner.

What are you accountable for?

• Customer focus with a passion for continuously improving customer capabilities in business
• Hold a strong communication and relationship building skills at all levels within the organization
• Take accountability to manage overall  Maxis service availability, and operational capability for the customer
• Evaluate customer-service insight and analysis to vendor reviews and management reporting to drive actions – operations process improvements
• Maintain and improve operations by analyzing data on Maxis service performance and problems resolution turnaround time
• Lead weekly and monthly support vendor performance reviews to ensure vendors are meeting and/or exceeding established SLAs and also track customer issues on daily manner
• Responsible for aspects of client management and governance of Managed Service and Support customers.
• Ensure all SLAs and milestone-based deliverables are on target
• Accountable for the successful execution of Support of the pre-sale’s engagement process for managed service and support opportunities.
• Responsible realization of the client expected benefits and successful delivery of the objectives of applicable client programs or internal initiatives.
• Establish a trusted and lead the strategic advisory relationship with both our client’s customers and other go-to-market functions to position the company for future business growth opportunities.
• Manage the account revenue and cost of service accountability.
• Responsible for organic business growth and delivery of incremental revenues through the life of the specific contract within this client is expected, and this is a commercially oriented role with strong emphasis on business planning and future strategy in partnership with other go-to-market functions.
• Focus on processes and operational efficiencies where they can be used to improve the service offering, reduction in cost or expansion of business and revenue generation.
• Work with the relevant project staff to Identifies issues / risks in a timely manner and develops/ implements appropriate risk response, leveraging senior and executive management support when required.
• Proactively monitoring overall work-stream / incident progress/ status at regular intervals to senior and executive level stakeholders, resolving issues and initiating corrective action as appropriate in accordance with the governance arrangements.
• Develop and maintains cross-functional partnerships with other departments to ensure customer issues are resolved and our client retains a vendor of credibility reputation.

What’s next?

• Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.

Job Requirements