Service Delivery Manager

WE’RE RECRUITING!

As one of the UK’s fastest growing MSPs, we’re on the lookout for a Service Delivery Manager!

Location: Cyberjaya, Malaysia

Salary: Competitive Base + Benefits

Job Type: Permanent, Full-time

Hours: 40 hours per week primarily covering core UK hours

A fantastic opportunity awaits to join our Global Services team as a Service Delivery Manager. You'll play a crucial role in service management, fostering strong client relationships and ensuring successful service delivery. Collaborating with internal teams, you'll manage risk mitigation, SLAs, and business processes within an ITIL framework. Your focus will be on delivering exceptional service and retaining clients in your portfolio. You'll also track KPIs, drive continuous improvement, and be prepared to address customer needs outside regular hours when necessary.

Responsibilities:

• Service Management – Ensure that the service delivered successfully matches the objectives of the contract. Report to both the customer and the internal organisation through an established service review process. Analyse performance reports, offering insight and thought leadership. Identify areas for continuous service improvement and work with the business to deliver these. Protect the recurring revenue margin on the service and ensure opportunities for growth are identified. Work closely with sales and technology teams to ensure growth of the service and support the roadmap for future offerings.
• Customer engagement – Establish a clear and professional relationship with customer stakeholders and influencers. Become a trusted adviser to the customer. Be the voice of the customer while working closely with the internal departments to drive resolution on and issues raised. Mitigate risk while supporting the customer through service enhancements and change requests.
• Communication - Act as the senior point of communication for the customer, be able to present and communicate at C level. Support the customer through the escalation process if required. Be the voice of the customer for internal teams.

What we are looking for:

• ITIL v4 Foundation
• Proficient in risk management in complex settings, proven customer relationship management across all levels
• Effective issue and problem resolution in complex environments
• Performance management using SLAs, KPIs, proactive intervention, and regular service reviews
• Ability to plan and gain support for changing priorities while maintaining commitment through effective communication
• Establishing personal credibility through persuasive presentation of ideas and facts, gaining commitment and support for upselling services and business development
• Strong influencing skills to change opinions and outcomes of decisions, gaining buy-in and commitment from stakeholders
• Excellent verbal and written communication, including presentation skills
• Analytical ability to interpret service performance and customer satisfaction data, prioritize issues, and develop improvement plans
• Proficiency in computer tools such as ServiceNow, CRM, and Microsoft Office or similar platforms

About Nasstar

At Nasstar, we specialise in transformative technology. Our integrated suite of managed services delivers everything from cloud optimisation and application modernisation to networking and self-serve tools. With a consultative approach at our core, we modernise and manage technology to help our clients succeed in today’s business landscape.

More information about the Nasstar Group and our businesses can be found on their respective websites. Be sure to check out our customer success stories where you can learn more about the industry-leading clients we work with!

www.nasstar.com

What you can expect from us in return

At Nasstar, we think it’s important to look after our employees. In addition to a market standard pay, supportive teams and real chance to progress your career, we offer a range of benefits which include:

Holiday: 20 days’ annual leave entitlement, plus public holidays

Medical Insurance Enrolment: Will take place after probation is passed

Shift, Travel & Parking Allowance

Overtime: All staff are eligible for overtime (if required)

Training: Comprehensive induction and training plan to ensure you have all of the necessary skills to be successful

Office Location & Environment: Working in a modern new office with good facilities in the immediate location

Reasons to choose a career with Nasstar:

We recognise and understand the importance of creating a work environment that supports personal development, enabling individuals to reach their full potential and go beyond what they thought was possible. With so many diverse roles across the company, an excellent Apprenticeship scheme, and several training and development programmes available, the opportunities for growth are endless.

Which career path will you choose?

Equal Opportunities:

Our ultimate goal is to create an environment where diversity is not only welcomed but celebrated, where every employee feels a sense of belonging, and where our collective differences drive our collective success.

By embracing diversity, practising inclusion, and striving for equity, we aim to be a leader in our industry and a model for organisations worldwide.

Diversity is not just a statement; it's our way of life at Nasstar.

A note for agencies:

Nasstar has an in-house recruitment team who work hard to successfully find the very best candidates. Therefore, we cannot accept agency submissions for any of our roles.