Service Account Manager

JOB SUMMARY

The Service Account Manager is responsible for overseeing and managing the delivery of services to clients at JOS Malaysia. This includes building and maintaining strong client relationships, ensuring service excellence, optimizing operations, leading cross-functional teams, and ensuring financial success in service delivery. The Service Account Manager will play a key role in identifying opportunities for service growth and ensuring client satisfaction.

WHAT YOU’LL BE DOING

Client Relationship Management:

• Build and maintain strong, long-lasting client relationships.
• Act as the primary point of contact for clients, addressing concerns and resolving issues
  promptly.
• Ensure the delivery of high-quality service that meets or exceeds client expectations.
  Service Delivery Management:
• Oversee and ensure timely and effective delivery of services as per the Service Level
  Agreement (SLA).
• Coordinate with internal teams to implement service projects and resolve client issues
  efficiently.
• Ensure adherence to agreed-upon timelines and quality standards for service delivery.
  Operational Oversight:
• Supervise the execution of contracts, service agreements, and SLAs.
• Ensure compliance with service delivery schedules and quality expectations.
• Provide day-to-day operational support to service teams, ensuring smooth execution.
  Team Leadership & Development:
• Lead and mentor the service delivery team, fostering a culture of high performance and
  continuous improvement.
• Drive team performance through training, development, and regular feedback.
• Ensure efficient collaboration with cross-functional teams to streamline service delivery
  processes.
  Financial Management:
• Monitor service delivery budgets and ensure cost-effective service execution.
• Analyse financial data to ensure profitability and manage costs efficiently.
• Work with the finance department to ensure accurate and timely billing for services provided.
  Problem-Solving and Escalation:
• Proactively identify potential service delivery issues and resolve them in a timely manner.
• Escalate unresolved matters to senior management, proposing solutions to ensure continuity
  of service.
• Manage risk and ensure business continuity during service disruptions.
  Strategic Planning & Business Growth:
• Contribute to strategic planning for service enhancements or new offerings.
• Identify opportunities for expanding service offerings to existing and new clients.
• Collaborate with the sales team to present service offerings and secure new business.

Reporting & Documentation:

• Regularly report on service delivery performance to senior management.
• Ensure proper documentation of contracts, service records, client communications, and other
  relevant paperwork.
• Provide accurate and timely service delivery reports to clients and internal stakeholders.

REQUIREMENT

• Minimum of 5 years’ experience in service delivery management or business management,
  preferably within the IT or services sector.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proven track record in client relationship management and service excellence.
• Financial acumen, including budgeting and financial reporting.
• Problem-solving and critical thinking capabilities.
• Familiarity with SLA management and contract execution.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

ATTRACTIVE BENEFITS

• Birthday Leave
• Anniversary Leave with Company
• Festive Eve
• Long Service Award
• Training & Development
• Medical Benefits including Dental & Optical