Senior Service Manager (Government Project) (m/f/d)

Job Description: 

We are seeking an experienced Service Manager to join our team as the Deputy Head of the Service Department. This position involves coordinating a countrywide distributed service team of up to 30 engineers specializing in mechanical, electrical, and software engineering. The goal is to transition into the Head of the Service Department role within two years.

Key Responsibilities:

•        Manage staff, including selection, development, training, and evaluation to ensure departmental efficiency and success.
•        Lead direct customer support, ensuring accountability and relationship management.
•        Interface with headquarters’ support and engineering teams to ensure absolute customer satisfaction.
•        Meet with customers to address issues and manage escalations appropriately.
•        Provide technical consultation to customers, addressing their queries and concerns.
•        Provide technical guidance to the field service team.
•        Travel domestic or international as needed to support service operations.
•        Develop and implement methods to monitor and report of service management processes.
•        Coordination and monitoring of multiple sub-contractors across the country.

Requirements:

•        Bachelor’s Degree or Diploma in Electronics, Mechatronics, Information and Communication Technology (ICT), or equivalent proven experience.
•        Proven experience in the implementation plus subsequent maintenance and support of large-scale ICT projects.
•        Minimum 10 years’ experience in leading service teams in an Advanced Automation or ICT environment.
•        Experience in dealing with government departments is an added advantage.
•        Theoretical and practical experience in service management frameworks (i.e. ITIL, FitSM or ISO20000).
•        Strong technical education with knowledge of business management.
•        Proficient in MS Office and HelpDesk Systems (i.e. Jira Service Management, ServiceNow, BMB Remedy or similar)
•        Flexibility and readiness to travel frequently within Malaysia and internationally during the project implementation phase.
•        Ability to handle customers and maintain strong relationships, preferable experience in dealing with government departments.
•        High competency in team collaboration and communication.
•        Fluent in both written and spoken English and Bahasa Melayu.
•        Proficiency in German is an added advantage.