Service Delivery Specialist - Johor Bahru

Seeking a Service Delivery Specialist to join the SSC team, with a strong focus on analytics and problem-solving in the industrial/manufacturing industry.

Client Details

Our client is a respected player in the industrial/manufacturing sector. Being a medium-sized organization, they have a significant presence and are recognized for their commitment to innovation and excellence. They are headquartered in Malaysia and have a diverse, inclusive team.

Description

• Manage Shared Service Center (SSC) service delivery, ensuring effective stakeholder interactions and collaboration with the SSC accounting team.
• Develop and implement service procedures, quality governance, and maintain Service Level Agreements (SLAs).
• Provide reports, analytics, and perform regular data mining, transformation, visualization, and reporting on Service Recovery unit activities.
• Ensure compliance with internal controls while meeting agreed service levels.
• Lead, motivate, and develop direct reports, ensuring adherence to financial control, compliance, and best practices.
• Oversee the development and maintenance of SLAs and charging mechanisms for services provided.
• Ensure ongoing engagement with Business Units to maintain and review SLAs.
• Establish and manage timely reporting (e.g., monthly, ad-hoc), aligning reporting with SSC and Business Unit demands.
• Monitor service delivery, escalate, analyze, resolve, and follow-up on any failed service levels in a timely manner.
• Ensure accurate and timely reporting, including maintaining Power BI dashboards.
• Collaborate closely with other SSC teams to ensure seamless service coordination.
• Manage team performance and career development, allocate resources, and balance workload effectively.
• Lead stakeholder governance meetings, including planning, organizing, and driving discussions with key team members.
• Introduce and manage service line activities, including service catalog, Standard Operating Procedures (SOP), customer surveys, and backup frameworks.

Profile

A successful 'Service Delivery Specialist' should have:

• A recognized degree in Information Technology, Finance, Accounting, or related fields.
• 5-7 years of relevant work experience.
• Previous experience in a Shared Services Centre is preferred.
• Exposure to working in large, reputable organizations is a plus.
• Experience in Customer Relationship Management roles is an added advantage.
• Experience in defining and managing Service Level Agreements (SLAs) and contracts.
• Proficiency in reporting tools and data analysis.
• Proficiency in English, with strong written and verbal communication skills.
• Expertise in SAP, Power BI, and Microsoft Office applications (Outlook, Excel, Word, PowerPoint, etc.).
• Strong team management, negotiation, and problem-solving abilities.
• In-depth commercial knowledge of the business sector and local financial environment.
• Excellent communication and interpersonal skills, with the ability to engage effectively with all stakeholders.

Job Offer

• An estimated salary range of 86,000 - 96,000 MYR.
• Hybrid work model, providing a balance between office and remote work.
• A permanent position within the company.
• The opportunity to work in an inclusive, diverse team.

We believe this is a great opportunity for the right individual to make a significant impact in a well-established organization. If you meet the above requirements and are eager to take on new challenges, we encourage you to apply.

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Jia Xin Lim on +60 3 2302 4025.