256 Call Center Operations jobs in Malaysia
HR Business Partner (HRBP) - Call Center Operations (Mandarin Speaker)
Posted 6 days ago
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Job Description
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We are seeking a dynamic and experienced HR Business Partner (HRBP) to support our fast-paced and growing call center. As an HRBP, you will play a crucial role in fostering a positive and productive work environment by partnering with call center leadership and employees. You will be a trusted advisor, providing guidance and support on a wide range of HR matters, while ensuring alignment with company objectives and best practices. This role requires a strong understanding of call center operations, excellent communication skills, and the ability to build strong relationships with stakeholders at all levels.
Responsibilities:
Stakeholder Management:
Proactively build and maintain strong relationships with call center leadership, managers, and team leads to understand their business needs and provide strategic HR solutions.
Effectively manage stakeholder expectations by providing regular updates, addressing concerns promptly, and ensuring transparency in HR processes.
Partner with leadership to develop and implement initiatives that improve employee engagement, performance, and retention within the call center.
Provide coaching and guidance to managers on employee relations issues, performance management, and leadership development.
Employee Relations & Agent Support:
Serve as the primary point of contact for call center agents regarding HR-related inquiries, including policies, benefits, compensation, and performance expectations.
Address employee relations issues promptly and professionally, conducting thorough investigations and ensuring fair and consistent application of company policies.
Proactively identify and address potential employee relations issues to maintain a positive and harmonious work environment.
Partner with call center management to implement programs that recognize and reward employee contributions.
Performance Management:
Collaborate with managers to implement effective performance management processes, including goal setting, performance reviews, and development plans.
Provide guidance and support to managers 1 on addressing performance issues and implementing corrective action plans.
Analyze performance data to identify trends and recommend solutions to improve overall team performance.
HR Administration & Compliance:
Ensure compliance with all applicable labor laws and regulations.
Manage HR-related documentation and records accurately and confidentially.
Contribute to the development and implementation of HR policies and procedures.
Identify opportunities to improve HR processes and services within the call center.
Stay up-to-date on HR best practices and industry trends.
Participate in HR projects and initiatives as needed.
Qualifications:
Minimum 1 years of experience as an HR Business Partner, preferably in a call center or customer service environment.
Strong understanding of call center operations and metrics.
Mandarin Speaker is required for this role since need to deal with mandarin agents.
Excellent communication, interpersonal, and stakeholder management skills.
Proven ability to build strong relationships and influence stakeholders at all levels.
Solid knowledge of employee relations principles and best practices.
Experience conducting investigations and resolving employee relations issues.
Strong performance management and talent development skills.
Knowledge of HRIS systems and data analytics.
Ability to work independently and as part of a team.
SHRM certification will be advantage for the role.
Unlock job insightsSalary match Number of applicants Skills match
Your application will include the following questions:
- How many years' experience do you have in employee relations? Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? How many years' experience do you have as a Human Resources Business Partner? Which of the following languages are you fluent in? How much notice are you required to give your current employer? Have you worked in a call centre before? How many years' experience do you have as a human resources manager?
Call Centre & Customer Service More than 10,000 employees
IGT Services And Technologies KL Sdn Bhd is a technology company based in Kuala Lumpur, Malaysia. Established in 2010, the company specializes in providing innovative IT solutions and services to clients across various industries. With a mission to deliver cutting-edge technology solutions that drive business growth and efficiency, IGT aims to be a trusted partner for its clients. The company's services include software development, IT consulting, cybersecurity solutions and project management. IGT's vision is to be a leading technology provider in the region known for its commitment to excellence and customer satisfaction. Objectives include expanding its client base & fostering innovation.
IGT Services And Technologies KL Sdn Bhd is a technology company based in Kuala Lumpur, Malaysia. Established in 2010, the company specializes in providing innovative IT solutions and services to clients across various industries. With a mission to deliver cutting-edge technology solutions that drive business growth and efficiency, IGT aims to be a trusted partner for its clients. The company's services include software development, IT consulting, cybersecurity solutions and project management. IGT's vision is to be a leading technology provider in the region known for its commitment to excellence and customer satisfaction. Objectives include expanding its client base & fostering innovation.
Perks and benefits Employee Recognition & Insurance Coverage Professional Development & Company Culture Competitive Salary Rewards & Benefits Package
To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.
What can I earn as a Human Resources Business Partner
#J-18808-LjbffrService Delivery Manager
Posted 1 day ago
Job Viewed
Job Description
About Infosys:
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 56+ countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
Visit to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
Short Description:
If your passion is to build solutions that really make a difference to enterprises, the community and your world, Infosys is the right place for you.
- Roles and Responsibilities:
- Monitoring service performance against SLAs, addressing any service delivery issues, and implementing corrective actions to enhance service quality
- Understanding client needs, managing expectations, and ensuring that services are delivered in a manner that meets or exceeds those expectations
- Lead and manage service delivery teams, ensuring effective communication and collaboration among team members to achieve service goals
- Budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goals
- Monitoring service performance and compliance with SLAs.
- Managing client relationships and addressing service-related concerns.
- Coordinating with internal teams to ensure seamless service delivery.
- Conducting regular service reviews and reporting on performance metrics
- Have a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management
- Oversee multiple projects or initiatives to plan, organize, and coordinate resources, timelines, and deliverable
- Adept at analyzing complex situations, identifying problems, and proposing effective solutions
- Ability to think critically and make decisions quickly to address service-related challenge
- Should have a mindset of continuous improvement and proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery
- Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demands
- Manage budgets related to service delivery, ensuring cost-effective operations without compromising service quality
- Address and resolve service delivery issues promptly to maintain high levels of customer satisfaction
- Ability to analyze service performance data and make informed decisions to enhance service delivery
- Preferred skills
- Handling Escalations and Issue Resolution
- Continuous Improvement and Quality Assurance
- Coordinating with Internal Teams
- Ensuring Service Level Agreements (SLAs) Compliance
- Overseeing Service Delivery Processes
- Managing Client Relationships
- Additional Skills:
- Interpersonal Skills
- Analytical Skills
- Problem-Solving Skills
- Organizational Skills
- Leadership Skills
Job description
About Infosys:
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 56+ countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
Visit to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
Short Description:
If your passion is to build solutions that really make a difference to enterprises, the community and your world, Infosys is the right place for you.
- Monitoring service performance against SLAs, addressing any service delivery issues, and implementing corrective actions to enhance service quality
- Understanding client needs, managing expectations, and ensuring that services are delivered in a manner that meets or exceeds those expectations
- Lead and manage service delivery teams, ensuring effective communication and collaboration among team members to achieve service goals
- Budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goals
- Monitoring service performance and compliance with SLAs.
- Managing client relationships and addressing service-related concerns.
- Coordinating with internal teams to ensure seamless service delivery.
- Implementing continuous improvement initiatives.
- Conducting regular service reviews and reporting on performance metrics
- Have a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management
- Oversee multiple projects or initiatives to plan, organize, and coordinate resources, timelines, and deliverable
- Adept at analyzing complex situations, identifying problems, and proposing effective solutions
- Ability to think critically and make decisions quickly to address service-related challenge
- Should have a mindset of continuous improvement and proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery
- Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demands
- Manage budgets related to service delivery, ensuring cost-effective operations without compromising service quality
- Address and resolve service delivery issues promptly to maintain high levels of customer satisfaction
- Ability to analyze service performance data and make informed decisions to enhance service delivery
- Handling Escalations and Issue Resolution
- Continuous Improvement and Quality Assurance
- Coordinating with Internal Teams
- Ensuring Service Level Agreements (SLAs) Compliance
- Overseeing Service Delivery Processes
- Managing Client Relationships
- Interpersonal Skills
- Analytical Skills
- Problem-Solving Skills
- Organizational Skills
- Leadership Skills
At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email or call 1- . Alternatively, you can include your preferred method of communication in email, and someone will be in touch.
Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.
“All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.”
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Service Delivery Director
Posted 11 days ago
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Job Description
Role Purpose
The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets. The overall financial management, control and stewardship of the IT assets and resources used in the provision of IT services, ensuring compliance with all governance, legal and regulatory requirements. The overall management and control of the operation of formal contracts between own organization and suppliers, for supply of products and services.
Key Accountabilities
- Owns overall service vision and delivery across all areas of contract base.
- Actively owns service risks, controls service costs & improves productivity of high complexity contracts for customers & client's in order to increase profitability & continually improve cost effectiveness.
- Works collaboratively with customers developing strategic roadmaps for IT delivery.
- Service Introduction and the successful management of change.
- Proactively leads internal and external suppliers in a service partnership as ‘one service team’ to customers.
- Leads & is a regular contributor & innovator to the continual improvement of Service Delivery standards & practices for the customer contract & SDM role family.
- Leads, motivates & develops their team, directly or indirectly to build business capability. Provides direction & constant improvement to quality.
- Accountable for significant cost budgets and governance of complex and diverse multidisciplinary teams within a global context.
- Responsible for contract lifecycle, developing new business and growth within the account leading on opportunities and new business, such as renewals.
Key Performance Indicators
- Service performance meets Service Level Agreement (SLAs).
- Service availability, security, capacity & continuity.
- Delivery to P&L of account.
- Driving efficiency.
- Additional profitable service revenue.
- Customer satisfaction & action plan.
- Performance Management.
- Account / Sales growth targets.
Competencies
- Refer to SFIA Framework for Professional Competencies
- Service level management (SLMO) Level 6
- Stakeholder relationship management (RLMT) Level 6
- Financial management for IT (FMIT) Level 6
- Contract management (ITCM) Level 5
- Business risk management (BURM) Level 6
- Sales support (SSUP) Level 5
- Client services management: (CSMG) Level 5
- Change implementation planning and management (CIPM) Level 6
- Service acceptance (SEAC) Level 6
- Change management (CHMG) Level 5
Service Delivery Manager
Posted 11 days ago
Job Viewed
Job Description
Join to apply for the Service Delivery Manager role at Konica Minolta Malaysia
Join to apply for the Service Delivery Manager role at Konica Minolta Malaysia
Get AI-powered advice on this job and more exclusive features.
At Konica Minolta, our Mission is to be the ideal business partner of choice in Office Business and IT Services solutions. Through collaboration between our colleagues, partners and customers, we strive to enrich society through constant innovation and developing solution-driven tools.
Job Responsibilities
- Responsible for managing IT Outsourcing Helpdesk and EUC service delivery to multiple client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction
- Delivering service that meets SLA and delights the customer
- Developing strong internal and external relationships
- Candidate should possess a Bachelor's Degree or equivalent in Computer Science / Information Technology
- Preferably at least 5 years of related working experience.
- Good communication skills in English language for both spoken and written
- Developing strong internal and external relationships
- Responsible for managing IT Outsourcing Helpdesk and EUC service delivery to multiple clients
- Delivering service that meets SLA and delights the customer, and promoting the continuous improvement of productivity, service quality and customer satisfaction
(NOTE) We regret to inform you that only shortlisted candidates will be reached out. If you were not shortlisted, we encourage you to look at other vacancies in Konica Minolta! Seniority level
- Seniority level Director
- Employment type Contract
- Job function Project Management and Information Technology
- Industries IT Services and IT Consulting
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#J-18808-LjbffrService Delivery Consultant
Posted 11 days ago
Job Viewed
Job Description
Get AI-powered advice on this job and more exclusive features.
- Take over the services during transition from the project phase to operational phase in order to deliver contracted service commitments.
- Work with the Account Manager and Operation Team to ensures the baseline documents for the services provided to client are up to date.
- Manage service delivery and Service Level Agreements (SLAs) for assigned client(s) ensuring that Ensign’s obligations are met.
- Provide and presents the report to client based on the agreed format and period of reporting.
- Work with the Operation Team to manage and track incident affecting the assigned client, keeping client updated on the incident progress until the incident is closed.
- Work with the Operation Team to provide incident report to client.
- Work with the Change Management team to ensure Service Request(s) and
- Change Request(s) are reviewed and tracked base on the approved processes.
- Work with the Account Manager on client’s feedback for continual service improvement.
- Ensure all opportunities identified are raised to management and account team.
- Perform other duties as required by the management.
Requirements
- Diploma in Information Technology / Information Systems / Computer Science, Business IT or other relevant disciplines.
- At least Four (4) years of IT Service Outsourcing experience with proven ability to work with internal and external parties.
- Excellent interpersonal skills both in written and presentation.
- Strong business acumen and customer focus.
- Demonstrate the drive to excel and achieve goals.
- Self-motivating and pro-active in heading off problems and in identifying new opportunities on the account for Ensign.
- Strong analytical and problem skills, combined with the ability to provide quick resolution to problems.
Preferred Skills /Qualities
- Technical knowledge in IT technology (Operating Systems, Network, Databases).
- Cyber Security knowledge preferred
- Seniority level Mid-Senior level
- Employment type Full-time
- Job function Customer Service, Consulting, and Project Management
- Industries Computer and Network Security, IT Services and IT Consulting, and IT System Custom Software Development
Referrals increase your chances of interviewing at Ensign InfoSecurity by 2x
Get notified about new Service Delivery Consultant jobs in Petaling, Selangor, Malaysia .
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#J-18808-LjbffrService Delivery Manager
Posted 17 days ago
Job Viewed
Job Description
In terms of support case management and reporting, preventive maintenance arrangement and report presentation, service performance assessment, execution of improvement plan, and escalation management, operate as the single point of contact to maintain strong customer connections.
Responsibilities on the Job
Review and create problem case reports for presentation.
Prepare a presentation deck for meetings about service performance.
Hold regular service performance review sessions.
Participate in troubleshooting sessions for escalated situations for communication and reporting.
Plan and carry out preventive maintenance for key customers.
Job Prerequisites
A university degree or technical qualification in Computer Science, Information Technology, or a related field is required.
At least 5 years of expertise in IT networking and cyber security.
Excellent oral and written communication abilities.
Effective time management skills, as well as the ability to operate under pressure and meet tight deadlines.
A team player with good analytical skills and a pleasant approach at work.
Required Qualifications
Ability to write technical documentation.
Ability to detect dangers and grasp technical considerations.
Excellent customer service or project management abilities.
Service Delivery Manager
Posted today
Job Viewed
Job Description
Responsibilities on the Job
Review and create problem case reports for presentation.
Prepare a presentation deck for meetings about service performance.
Hold regular service performance review sessions.
Participate in troubleshooting sessions for escalated situations for communication and reporting.
Plan and carry out preventive maintenance for key customers.
Job Prerequisites
A university degree or technical qualification in Computer Science, Information Technology, or a related field is required.
At least 5 years of expertise in IT networking and cyber security.
Excellent oral and written communication abilities.
Effective time management skills, as well as the ability to operate under pressure and meet tight deadlines.
A team player with good analytical skills and a pleasant approach at work.
Required Qualifications
Ability to write technical documentation.
Ability to detect dangers and grasp technical considerations.
Excellent customer service or project management abilities.
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Service Delivery Manager
Posted today
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Job Description
Service Delivery Manager
role at
Konica Minolta Malaysia Join to apply for the
Service Delivery Manager
role at
Konica Minolta Malaysia Get AI-powered advice on this job and more exclusive features. At Konica Minolta, our Mission is to be the ideal business partner of choice in Office Business and IT Services solutions. Through collaboration between our colleagues, partners and customers, we strive to enrich society through constant innovation and developing solution-driven tools.
Job Responsibilities
Responsible for managing IT Outsourcing Helpdesk and EUC service delivery to multiple client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction Delivering service that meets SLA and delights the customer Developing strong internal and external relationships
Job Requirement
Candidate should possess a Bachelor's Degree or equivalent in Computer Science / Information Technology Preferably at least 5 years of related working experience. Good communication skills in English language for both spoken and written Developing strong internal and external relationships Responsible for managing IT Outsourcing Helpdesk and EUC service delivery to multiple clients Delivering service that meets SLA and delights the customer, and promoting the continuous improvement of productivity, service quality and customer satisfaction
If this role sounds like the opportunity you seek, don't hesitate to apply and let us discuss it further!
(NOTE) We regret to inform you that only shortlisted candidates will be reached out. If you were not shortlisted, we encourage you to look at other vacancies in Konica Minolta! Seniority level
Seniority level Director Employment type
Employment type Contract Job function
Job function Project Management and Information Technology Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Konica Minolta Malaysia by 2x Sign in to set job alerts for “Service Project Manager” roles.
Manager, Customer Operations and Service Delivery (RID-00544)
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago Technical Project Manager I Corporate Functions, Group Technology & Digital
WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago Senior Project Manager, Corporate Core Services Program Management
Federal Territory of Kuala Lumpur, Malaysia 5 days ago Federal Territory of Kuala Lumpur, Malaysia 3 weeks ago Business Analyst / Project Manager (Financial Services)
Federal Territory of Kuala Lumpur, Malaysia 1 week ago Kuala Lumpur City, Federal Territory of Kuala Lumpur, Malaysia 1 year ago Senior Project Manager (Domain in Capital Markets Industry)
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Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 4 days ago Senior Project Manager Cybersecurity / Enterprise Security
Senior Project Manager Cybersecurity / Enterprise Security
Senior Manager, Product Delivery Management
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 months ago Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 days ago Tech Delivery Manager (GWB-IDB Products & Transactions) - Digital Banking
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Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago Federal Territory of Kuala Lumpur, Malaysia 1 week ago Assistant Manager, Branch Strategy & Development
WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago T&T Manager - ETP As A Service/Opearate (Service Delivery Lead - SAP) - MY
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago Technical Delivery Manager - AML/MLS Comp Tech
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Service Delivery Consultant
Posted today
Job Viewed
Job Description
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Customer Service, Consulting, and Project Management Industries Computer and Network Security, IT Services and IT Consulting, and IT System Custom Software Development Referrals increase your chances of interviewing at Ensign InfoSecurity by 2x Get notified about new Service Delivery Consultant jobs in
Petaling, Selangor, Malaysia . Service Delivery Manager - Petaling Jaya
Petaling Jaya, Selangor, Malaysia 1 day ago Petaling Jaya, Selangor, Malaysia 1 day ago Service Delivery Manager - Immediate Hiring
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Petaling Jaya, Selangor, Malaysia 4 days ago Business Architecture Analyst (Software Developer - .Net)
Petaling Jaya, Selangor, Malaysia 1 month ago Business Architecture Analyst (Software Developer - .Net)
Petaling Jaya, Selangor, Malaysia 4 months ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Service Delivery Manager
Posted today
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Job Description
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 56+ countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
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see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
Short Description: If your passion is to build solutions that really make a difference to enterprises, the community and your world, Infosys is the right place for you.
Roles and Responsibilities: Monitoring service performance against SLAs, addressing any service delivery issues, and implementing corrective actions to enhance service quality Understanding client needs, managing expectations, and ensuring that services are delivered in a manner that meets or exceeds those expectations Lead and manage service delivery teams, ensuring effective communication and collaboration among team members to achieve service goals Budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goals Monitoring service performance and compliance with SLAs. Managing client relationships and addressing service-related concerns. Coordinating with internal teams to ensure seamless service delivery. Conducting regular service reviews and reporting on performance metrics Have a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management Oversee multiple projects or initiatives to plan, organize, and coordinate resources, timelines, and deliverable Adept at analyzing complex situations, identifying problems, and proposing effective solutions Ability to think critically and make decisions quickly to address service-related challenge Should have a mindset of continuous improvement and proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery Leading personnel management, including staff recruitment, performance assessment, training, and mentoring Taking accountability for service delivery performance, meeting customer expectations, and driving future demands Manage budgets related to service delivery, ensuring cost-effective operations without compromising service quality Address and resolve service delivery issues promptly to maintain high levels of customer satisfaction Ability to analyze service performance data and make informed decisions to enhance service delivery Preferred skills Handling Escalations and Issue Resolution Continuous Improvement and Quality Assurance Coordinating with Internal Teams Ensuring Service Level Agreements (SLAs) Compliance Overseeing Service Delivery Processes Managing Client Relationships Additional Skills: Interpersonal Skills Analytical Skills Problem-Solving Skills Organizational Skills Leadership Skills Job description About Infosys:
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 56+ countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
Visit
see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
Short Description: If your passion is to build solutions that really make a difference to enterprises, the community and your world, Infosys is the right place for you.
Roles and Responsibilities: Monitoring service performance against SLAs, addressing any service delivery issues, and implementing corrective actions to enhance service quality Understanding client needs, managing expectations, and ensuring that services are delivered in a manner that meets or exceeds those expectations Lead and manage service delivery teams, ensuring effective communication and collaboration among team members to achieve service goals Budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goals Monitoring service performance and compliance with SLAs. Managing client relationships and addressing service-related concerns. Coordinating with internal teams to ensure seamless service delivery. Implementing continuous improvement initiatives. Conducting regular service reviews and reporting on performance metrics Skills /Competencies: Essential Skills: Have a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management Oversee multiple projects or initiatives to plan, organize, and coordinate resources, timelines, and deliverable Adept at analyzing complex situations, identifying problems, and proposing effective solutions Ability to think critically and make decisions quickly to address service-related challenge Should have a mindset of continuous improvement and proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery Leading personnel management, including staff recruitment, performance assessment, training, and mentoring Taking accountability for service delivery performance, meeting customer expectations, and driving future demands Manage budgets related to service delivery, ensuring cost-effective operations without compromising service quality Address and resolve service delivery issues promptly to maintain high levels of customer satisfaction Ability to analyze service performance data and make informed decisions to enhance service delivery Preferred skills Handling Escalations and Issue Resolution Continuous Improvement and Quality Assurance Coordinating with Internal Teams Ensuring Service Level Agreements (SLAs) Compliance Overseeing Service Delivery Processes Managing Client Relationships Additional Skills: Interpersonal Skills Analytical Skills Problem-Solving Skills Organizational Skills Leadership Skills
At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email or call 1- . Alternatively, you can include your preferred method of communication in email, and someone will be in touch.
Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.
“All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.”
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