Work with cross-functional teams that are proactive, collaborative, and result-oriented!

Proactive culture

Together, we strive to impact communities nationwide through strategic CSR offerings.

Global exposure

Expand and apply your experience in product development, while building new skills and knowledge in other areas!

Professional growth

Maxis Communications

We are the leading integrated telco in Malaysia, connecting people and businesses to a world of possibilities. Tomorrow Begins Today as we make aspiration achievable today with reliable connectivity and a simple experience.&nbsp;&nbsp;&nbsp;
We deeply believe that the key element to our success has always been our people. To realise our shared vision to be the leading integrated telco in Malaysia, we have embedded the language of commitment, performance and possibilities to embody our culture values.
Source: <a href="https://www.maxis.com.my/en/about-maxis/career/" target="_self">maxis.com.my</a>

Who We Are

Offering you valuable opportunities through our Employer Value Proposition:
Connecting The Nation
Turn your potential into possibilities, while helping people and businesses stay connected in a fast-paced world.
Leading With Technology
We embrace technology to stay agile, ensuring our customers have access to the latest products and services.
Upgrading Opportunities
We invest in your learning and development so you can progress at your best.
&nbsp;Advancing All Together
Our open mindset, strong teamwork, and diverse opportunities enables us to succeed and win together.
Source: <a href="https://www.maxis.com.my/en/about-maxis/career/" target="_self">maxis.com.my</a>

Our Values

Are you ready to get ahead in your career?<ul><li>We want to empower you to turn your ambitions into achievements.</li><li>We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.</li><li>Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.</li><li>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.</li></ul>Why does this job exist and why is it critical?​What are you accountable for? Key Responsibilities1. Leadership &amp; Strategic Oversight<ul><li>Lead, mentor, and develop a high-performing team of Service Managers managing enterprise customers across all segments.</li><li>Define the vision, structure, and maturity roadmap for Service Management as a key differentiator within Maxis Enterprise.</li><li>Oversee the governance of customer experience and service delivery performance, ensuring alignment with enterprise objectives and customer outcomes.</li></ul>2. Service Excellence &amp; Customer Success<ul><li>Drive consistent SLA achievement, service quality, and customer satisfaction (CSAT/NPS) across all managed accounts.</li><li>Champion customer advocacy through transparent communication, executive engagement, and continuous service improvement programs.</li><li>Manage service profitability by identifying cost efficiencies while maintaining high delivery standards.</li><li>Engage with C-level customer stakeholders and internal leadership to strengthen trust and long-term partnership.</li></ul>3. Innovation &amp; Service Design<ul><li>Design and implement new service management frameworks, tools, and practices that anticipate customer needs and market evolution.</li><li>Lead service transition planning for new or enhanced managed services, ensuring operational readiness, process integration, and customer satisfaction.</li><li>Collaborate with Product, Engineering, and MSOC teams to ensure seamless service introduction and lifecycle management.</li></ul>4. Operational Performance Management<ul><li>Oversee regular business and service reviews with key internal and external stakeholders.</li><li>Monitor service KPIs, trend analyses, and improvement metrics to drive data-driven operational excellence.</li><li>Ensure incident, problem, and change management practices are consistently executed to minimize impact and recurrence.</li></ul>5. Problem Management &amp; Improvement Initiatives<ul><li>Own the enterprise-level problem management strategy, ensuring root-cause elimination and systemic issue reduction.</li><li>Lead Service Improvement Plans (SIPs) in collaboration with technical, operations, and assurance teams to address recurring performance gaps.</li><li>Promote continuous improvement and automation to enhance responsiveness and customer visibility.</li></ul>Key Interfaces<ul><li>Internal: Enterprise Sales, Product, Operations, Network, IT, Billing, Finance</li><li>External: CIOs, Heads of Infrastructure, Government Officials, Strategic Partners</li></ul>What do you need to have for the role? Qualifications &amp; Experience<ul><li>Bachelor’s Degree in Telecommunications, IT, Business, or related discipline.</li><li>Minimum 10 years of experience in service management, enterprise service delivery, or operations leadership.</li><li>Proven experience leading customer-facing teams in complex B2B environments.</li><li>Deep understanding of managed services, ICT operations, and SLA governance.</li><li>Strong executive communication, stakeholder management, and analytical capability.</li><li>ITIL certification preferred; familiarity with ServiceNow, Salesforce, or Kenan is an advantage.</li></ul>What’s next?<ul><li>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.</li><li>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.</li></ul>Maxis values diverse voices &amp; people. We hire and reward our employees based on capability &amp; performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.

This job is a leadership role where you&#x27;ll guide a dynamic team to improve service quality for enterprise customers. You might like this job because it offers the chance to innovate, enhance customer experiences, and drive success in a collaborative environment.

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 ...

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