Deskripsi Pekerjaan
Are you a dedicated professional seeking to drive excellence in IT service management? Ricoh is looking for a skilled Service Delivery Executive to join our expanding team in Selangor. In this critical role, you will take ownership of our service delivery operations, ensuring that our clients receive seamless support and that all service agreements are delivered to the highest standard. You will serve as the primary liaison between our clients and our technical operations, acting as the champion for client satisfaction. Your day-to-day will involve monitoring service performance against strict Service Level Agreements (SLAs), proactively identifying potential issues before they escalate, and implementing effective solutions. You will also drive continuous improvement initiatives, working closely with cross-functional teams to streamline workflows and enhance the overall client experience. We value innovation and reliability, and we need a proactive individual who can contribute to our mission of providing world-class document and IT solutions.
Tanggung Jawab
- Manage and monitor service contracts to ensure full compliance with client requirements and company policies.
- Act as the primary point of contact for all client queries, escalations, and service-related communications.
- Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) on a weekly and monthly basis.
- Proactively identify, troubleshoot, and resolve service incidents and operational issues to minimize downtime.
- Collaborate with internal technical teams and support staff to implement process improvements and efficiency gains.
- Conduct regular service reviews and health checks with clients to ensure satisfaction and alignment.
- Maintain accurate service records, incident logs, and documentation within the CRM system.
Kualifikasi
- Bachelor's degree in Information Technology, Business Administration, or a related field.
- Minimum of 3-5 years of experience in service delivery, account management, or IT support roles.
- Strong understanding of ITIL frameworks, service management best practices, and incident management.
- Excellent communication skills, both verbal and written, in English and Bahasa Malaysia.
- Proven track record of managing client relationships and ensuring high levels of client satisfaction.
- Ability to analyze data and prepare detailed performance reports and dashboards.
- Proficiency in using CRM software, service desk tools, and Microsoft Office Suite.