Head of IT Service Delivery (Japanese/Korean Speaking)
Kuala Lumpur
Permanent
Full-time
21 days ago
Overview: This role involves taking full responsibility for the relationship between the company and its customers. It requires providing leadership in functional, technical, and process areas to manage all aspects of service delivery and daily operations. Responsibilities: Develop and maintain strong relationships with clients, proactively addressing issues and identifying opportunities to enhance client satisfaction. Lead delivery teams to meet performance management objectives, ensuring efficient and effective operations. Supervise the Infrastructure, Security, and Process teams from functional, technological, and process perspectives. Manage contracted services and service level agreements (SLAs). Ensure commitments made to clients are fulfilled on time and within budget. Promote a culture of continuous improvement by regularly refining and updating systems and processes. Ensure delivery processes are established for each relevant service line activity. Maintain and develop comprehensive reporting systems and culture within the team and for the Leadership Team. Participate in and lead operational calls and reviews, including weekly, monthly, and strategic meetings as per governance requirements. Ensure the team understands their roles and responsibilities and possesses the necessary skills to perform their duties effectively. Manage service delivery profitably and in alignment with business plan goals. Act as the primary contact for all service delivery issues and escalations. Identify skill gaps and plan for training and knowledge enhancement. Manage changes in accordance with the scope of work. Requirements: Over 15 years of experience in service delivery, with a strong background in IT infrastructure. A degree in Information Technology or a related field. Effective communicator in English, Bahasa Malaysia, and Japanese/Korean. Must have a good understanding of IT infrastructure - Network technologies (LAN/WAN/WiFi), Video, Collaboration, SaaS and WebEx Routing protocol knowledge on OSPF, EIGRP, BGP, RIP is needed. Technical certification in CCNA/CCNP/CCIE are desirable. Technical certification in ITIL or Prince2 are desirable. Innovative problem solver, committed to resolving issues completely. Excellent communication skills, both written and verbal, with strong attention to detail. Strong relationship-building skills with both internal departments and external customers. Strong negotiation skills, business awareness, and commercial acumen with a solid understanding of financial terminology. Ability to create exceptional experiences and delight customers. Strong organizational, time management, and prioritization skills. Creative approach to problem-solving and situations. Professional services experience is advantageous. Demonstrates excellent business acumen, understands financial terminology, and can adapt style and approach to different business contacts. Self-starter who can generate new ideas and challenge complacency. Able to work consultatively and influence customer decisions to drive engagement. Show more Show less