Customer Delivery Manager at HP Law

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

07 Apr, 26

Salary

0.0

Posted On

07 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Effective Communication, Results Orientation, Learning Agility, Digital Fluency, Customer Centricity, Collaboration, Influence, Negotiation, Conflict Management, Business Acumen

Industry

IT Services and IT Consulting

Description

Manages day-to-day deal operation and assumes responsibility for all service levels to be delivered to customers, leading the resolution of incidents and coordinating customer service requests. Analyze trends to spot recurring issues, drive root cause fixes with functions, and turn reactive support into proactive service excellence Monitors service performance, satisfaction, and financial signals to keep accounts stable and thriving. Lead the resolution of escalations fast and effectively. Steer the financial health of managed services maximizing margins, cutting waste, and turning underperforming accounts around through recovery plans. Generate cost and revenue projections to support the Flash forecasting cycle. Supports Total Customer Experience management and achieves customer satisfaction targets Identifies upsell and cross-sell opportunities and hand them over to Sales. Create, maintain and improve customer success plans, reporting success KPIs in the Value Reviews, showcasing impact, align on strategic priorities, and turn operational data/KPI into strategic advantage. Acts as a trusted advisor while sharing industry-specific subject matter expertise with the customers Four-year or Graduate Degree in Computer Science, Information Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence. Typically has minimum 10 years of work experience, preferably in ITIL/ITSM, business, customer facing role, support delivery, or related field. Effective Communication Results Orientation Learning Agility Digital Fluency Customer Centricity Strong collaboration, influence and negotiation skills in cross-functional teams Ability to manage conflict and complex situations Ability to apply business acumen and results driven attitude Comfortable to work in a remote, virtual environment Process and Methodology focused

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Responsibilities

The Customer Delivery Manager manages day-to-day deal operations and ensures service levels are met for customers. They lead incident resolution, monitor service performance, and drive proactive service excellence.