Client Service Delivery Manager

Location: Negeri Sembilan
Job Type: Permanent
Benefits NA
Sectors: Information Technology
Salary: Up to RM 7500
Salary: Up To RM 7500
Working hours: 24/7 rotational shifts
Work location: Nilai
 
Summary of the role
  • Ensure customer satisfaction
  • Be the onsite single point of contact for the customer
  • Focus all teams on key customer priorities
  • Reduce billing disputes and time to bill
  • Enforce existing processes for effectiveness
  • Reduce incident backlog to increase focus on critical customer issues
  • Receive customer requests (phone, email, chat) and initiate appropriate action
  • Provide incident resolution and value added technical contribution
  • Monitor all Customer incidents and escalate/update as needed
  • Monitor accuracy and content of incidents/CRQs
  • Maintain consolidated incident priority lists to assist SUS/Development/Product
  • Revise all ISR/RCA reports for customer appropriate details prior to delivery
  • Review progress on customer RCA report action items and deliver customer updates
  • Facilitate customer outage communication
  • Consolidate and publish Navitaire customer metrics (Outage, SLA, Backlog)
  • Publish weekly status reports
  • Review Navitaire billing data and correct as needed
  • Deliver monthly customer performance presentations
Main Responsibilities
  • Coordinate all Navitaire customer deliverables and communication
  • Define and drive Navitaire process and delivery improvements to improve customer satisfaction
  • Receive customer requests (phone, email, chat) and initiate appropriate action
  • Provide incident resolution and value added technical contribution
  • Monitor all customer incidents and escalate or update as needed
  • Monitor accuracy and content of incidents/change requests
  • Maintain consolidated incident priority lists for customer issues to assist
  • Support/IT/Development/Product
  • Facilitate customer outage, sale, upgrade communication
  • Revise all ISR/RCA disruption reports for customer appropriate details prior to delivery
  • Review progress on Root Cause report action items and deliver updates to the customer on improvement plans
  • Consolidate and publish Navitaire performance metrics (outage, SLA, open INC)
  • Review Navitaire billing data with the Account Manager and correct Remedy incidents, as needed
Requirements
  • 2+ years’ experience leading a small production application support or a similar team.
  • 3+ years’ experience supporting applications, application development or support experience.
  • Requires 3-5 years of complex troubleshooting in a mission-critical production environment. (Airlines industry exposure is a plus)
  • 1+ years of IT Customer Service/Problem Management Resolution experience
  • Experience with all Microsoft Office applications (Word, Excel, Visio, and Outlook)
Education
  • Bachelor’s Degree preferably in IT/Engineering or equivalent work experience
  • Basic competency working in a client server environment
  • Windows Server Administration experience preferred.
  • Microsoft SQL Server or equivalent database experience required, specifically the ability to query and research data in a relational database model
  • Solid multi-tasking and problem resolution abilities
  • Strong verbal and written communication, customer service, account management and negotiation skills, with the ability to interface with a diverse set of clients
  • Ability to effectively and efficiently instruct and guide customers onsite, online and via telephone
  • Ability to manage own time effectively is a requirement for success
  • Quick learner with desire to learn new tools and techniques