What Service Delivery Jobs are in Malaysia?

**Make A Difference For Those Who Make The World**
It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World. Sound like you? Join our top-notch team of nearly 60,000 professionals globally who are making their mark on some of the world's most beloved brands, including DEWALT®, CRAFTSMAN®, CUB CADET®, STANLEY® and BLACK+DECKER®
**What You'll Do**
HR Shared Services Agent will be responsible for delivering key HR processes, including employee data management, onboarding, terminations, and other HR administrative tasks in alignment with service level agreements (SLAs), key performance indicators (KPIs), and local regulatory requirements.
The ideal candidate will have a strong interest in HR operations and a willingness to learn. This role will require collaboration across multiple teams and time zones. You'll get to:
+ Process a wide array of HR needs including employee inquiries and HR functional processes.
+ Create and maintain accurate employee data in the HR system, ensuring compliance with company policies and data integrity standards.
+ Address confidential, complex and time sensitive data, process or service-related issues with a customer centric approach
+ Support the onboarding process by coordinating new hire documentation and ensuring a smooth transition for new employees.
+ Assist with offboarding and termination processes, including final documentation, system updates, and exit interviews as needed.
+ Respond to employee inquiries related to HR policies, procedures, and system navigation in a timely and professional manner.
+ Collaborate with HR team members to ensure seamless execution of HR services and initiatives.
+ Document key processes and strive to find ways to optimize and streamline.
+ Maintain confidentiality and handle sensitive employee information with discretion.
+ Conduct random audits and quality checks to ensure accurate and timely completion of tasks and cases.
+ Support system enhancements by participating in testing, training, and implementation activities with the team.
+ Create, maintain, and review employee documentation in accordance with defined processes and requests.
+ Other duties as assigned, dependent on organizational needs and employee skills.
**Who You Are**
You love to learn and grow and be acknowledged for your valuable contributions. You're not intimidated by innovation. Wouldn't it be great if you could do your job and do a world of good? In fact, you embrace it. You also have:
+ Bachelor's degree in Human Resources or other related fields.
+ 3-5 years of HR experience to include expertise in HR Shared Services or multi-function HR expertise with a focus on customer service and quality assurance.
+ Experience working with enterprise-wide Customer Relationship Management portal and case management systems (Salesforce/Service Now) and Human Capital Management (Workday) technology solutions.
**Preferred Qualifications:**
+ Strong customer service orientation.
+ Ability to develop and maintain effective working relationships with a variety of stakeholders.
+ Excellent verbal, interpersonal, and written communication skills necessary to interact with staff at all levels of the organization.
+ Experience with continuous improvement methodologies, project management, and process documentation skills.
+ Attention to detail and the ability to evaluate situations and take appropriate action.
+ Strong data and analytics capabilities, establishing metrics and managing for results.
+ Resilient and able to deal with changing business requirements and challenging situations in a positive and productive manner.
+ Demonstrated ability to maintain confidentiality and handle sensitive information.
+ Experience with Workday and ServiceNow preferred but not required.
+ Ability to work both remote as well as in an office setting.
+ Advanced proficiency in English is required; proficiency in any local languages **(Japanese, Thai, Mandarin, Korean)** is an advantage.
**_We Don't Just Build The World, We Build Innovative Technology Too._**
Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 58,000 professionals in 60 countries across the globe. Here, you'll get the unique chance to impact some of the world's most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.
**Who We Are**
We're the World's largest tool company. We're industry visionaries. We're solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art "smart factory" products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.
**Global Benefits & Perks**
You'll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire.
**What You'll Also Get**
Career Opportunity: Career paths aren't linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.
**Learning & Development:**
Our lifelong learning philosophy means you'll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).
**Diverse & Inclusive Culture:**
We pride ourselves on being an awesome place to work. We respect and embrace differences because that's how the best work gets done. You'll find we like to have fun here, too.
**Purpose-Driven Company:**
You'll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
**The Position**
**Who We Are**
At Roche, we combine science and digital innovation to deliver life-changing medicines and diagnostics globally. Behind our success is the global Roche content and digital services Lab, a cutting-edge unit driving scalable, high-quality content production across the enterprise.
We are seeking a structured, visionary **Service Delivery Lead (SDL)** to join our team. In this pivotal role, you will be accountable for ensuring effective, scalable, and high-quality operational service delivery within our global Medical Writing and core content ecosystem. You will oversee operational governance across both internal teams and external vendors, ensuring our communications remain scientifically accurate, regulatory-compliant, and impactful.
**The Role: What You Will Do**
As an SDL, you will be the operational engine and accountable owner for day-to-day service delivery performance within your scope. You will bridge the gap between creative storytelling, medical writing expertise, and rigorous operational governance.
Your primary responsibilities will include:
+ **Lead Medical Writing Services:** Oversee Medical Writing services, ensuring that content production perfectly aligns with therapeutic guidelines, business needs, and strict regulatory standards.
+ **Harmonize Workflows:** Manage and streamline cross-pillar content processes and workflows between medical writing and other core digital content functions.
+ **Cross-Functional Alignment:** Collaborate closely with Compliance and Medical Affairs to maintain a perfect balance between creative brand storytelling and regulatory requirements.
+ **Operational Governance:** Implement, monitor, and maintain standard operating procedures (SOPs), delivery frameworks, KPIs, and SLAs to guarantee consistent and measurable service execution.
+ **Stakeholder & Vendor Orchestration:** Serve as the central coordination point between internal Business Leads, GDH Leads, and external delivery partners to ensure structured, transparent operations.
+ **Drive Continuous Improvement:** Analyze service performance data, monitor metrics, identify inefficiencies, and execute structured improvement initiatives using defined governance frameworks.
+ **Future-Ready Innovation:** Ensure cost-conscious, scalable delivery models while actively driving the adoption of modern technologies-including GenAI where applicable-to maximize efficiency.
+ **Capacity & Incident Management:** Coordinate operational capacity planning for workload balance, and manage service incidents or escalations with rigorous root-cause follow-up.
+ Collaboration with business partners in Switzerland, this position is based in Malaysia will need to work **flexible hours** . Occasionally-though not regularly-need to work during **Malaysian evening hours.**
**Who You Are**
You thrive within structured governance environments and are highly comfortable balancing operational oversight with executive stakeholder alignment. You are an expert at anticipating risks, addressing delivery challenges proactively, and championing a culture of continuous service improvement. Process integrity, performance transparency, and service consistency are at the core of how you operate.
**Your Experience & Background**
+ **7-10 years** of relevant experience in service delivery management, operational governance, or structured digital/content operations environments (corporate or agency setting).
+ A strong, demonstrated background in the delivery of **medical writing services** , with personal experience as a medical writer considered a major plus.
+ Proven experience **scaling medical writing services** within a global healthcare, pharmaceutical, or highly regulated environment.
+ Extensive experience working within global or multi-regional delivery models, seamlessly collaborating across offshore and onshore teams.
+ **Education:** Bachelor's degree in Business Administration, Information Technology, Engineering, Digital Operations, or a related field; an advanced degree is a plus.
+ _Certifications (Bonus):_ Professional certifications such as ITIL, PMP, Agile/Scrum, or other service management frameworks are highly beneficial but not mandatory.
**Technical & Leadership Competencies**
+ **Service Management Mastery:** Solid understanding of operational performance management, including data-driven KPI/SLA monitoring and structured executive reporting.
+ **Analytical Problem Solving:** Ability to analyze complex service data, spot patterns, and translate raw operational insights into measurable performance enhancements.
+ **Exceptional Communication:** Clear, structured communication skills with the innate ability to convey operational performance and technical insights to diverse stakeholder levels.
+ **Matrix Agility:** Strong organizational and prioritization skills within highly complex, matrixed global environments.
**Why Join Roche Content Labs?**
This is an opportunity to shape how scientific and medical narratives are delivered globally. At Roche, you will have the platform to build next-generation content delivery models, collaborate with world-class experts, and directly impact how health insights reach patients and healthcare professionals worldwide.
**Ready to lead the future of healthcare content delivery? Apply today!**
**Who we are**
A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let's build a healthier future, together.
**Roche is an Equal Opportunity Employer.**

Work arrangement: Remote
Employment: Permanent
**Make A Difference For Those Who Make The World**
It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World. Sound like you? Join our top-notch team of nearly 60,000 professionals globally who are making their mark on some of the world's most beloved brands, including DEWALT®, CRAFTSMAN®, CUB CADET®, STANLEY® and BLACK+DECKER®
**What You'll Do**
HR Shared Services Agent will be responsible for delivering key HR processes, including employee data management, onboarding, terminations, and other HR administrative tasks in alignment with service level agreements (SLAs), key performance indicators (KPIs), and local regulatory requirements.
The ideal candidate will have a strong interest in HR operations and a willingness to learn. This role will require collaboration across multiple teams and time zones. You'll get to:
+ Process a wide array of HR needs including employee inquiries and HR functional processes.
+ Create and maintain accurate employee data in the HR system, ensuring compliance with company policies and data integrity standards.
+ Support the onboarding process by coordinating new hire documentation and ensuring a smooth transition for new employees.
+ Assist with offboarding and termination processes, including final documentation, system updates, and exit interviews as needed.
+ Respond to employee inquiries related to HR policies, procedures, and system navigation in a timely and professional manner.
+ Document key processes and strive to find ways to optimize and streamline.
+ Maintain confidentiality and handle sensitive employee information with discretion.
+ Other duties as assigned, dependent on organizational needs and employee skills.
**Who You Are**
You love to learn and grow and be acknowledged for your valuable contributions. You're not intimidated by innovation. Wouldn't it be great if you could do your job and do a world of good? In fact, you embrace it. You also have:
+ Bachelor's degree in Human Resources or other related fields.
+ 1-2 years of HR experience to include expertise in HR Shared Services or multi-function HR expertise with a focus on customer service and quality assurance.
**Preferred Qualifications:**
+ Strong customer service orientation.
+ Ability to develop and maintain effective working relationships with a variety of stakeholders.
+ Good verbal, interpersonal, and written communication skills necessary to interact with staff at all levels of the organization.
+ Experience with continuous improvement methodologies, project management, and process documentation skills.
+ Detail Oriented
+ Resilient and able to deal with changing business requirements and challenging situations in a positive and productive manner.
+ Demonstrated ability to maintain confidentiality and handle sensitive information.
+ Experience with Workday and ServiceNow preferred but not required.
+ Ability to work both remote as well as in an office setting.
+ Advanced proficiency in English is required; proficiency in any local languages **(Japanese, Thai, Mandarin, Korean)** is an advantage.
**_We Don't Just Build The World, We Build Innovative Technology Too._**
Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 58,000 professionals in 60 countries across the globe. Here, you'll get the unique chance to impact some of the world's most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.
**Who We Are**
We're the World's largest tool company. We're industry visionaries. We're solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art "smart factory" products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.
**Global Benefits & Perks**
You'll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire.
**What You'll Also Get**
Career Opportunity: Career paths aren't linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.
**Learning & Development:**
Our lifelong learning philosophy means you'll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).
**Diverse & Inclusive Culture:**
We pride ourselves on being an awesome place to work. We respect and embrace differences because that's how the best work gets done. You'll find we like to have fun here, too.
**Purpose-Driven Company:**
You'll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
The Data Center Service Delivery Field Support Engineer (L2) is a developing engineering role, responsible for providing a professional second-line onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems.
Through pre-emptive service incident and resolution activities, this role restores service to clients by managing incidents and seeing them through to an effective resolution.
The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions.
The Data Center Service Delivery Field Support Engineer (L2) is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.
**Key responsibilities:**
+ Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational.
+ Ensures that any software that is part of the solution is installed and configured according to client requirements.
+ Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail.
+ Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution.
+ Investigates second line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
+ Responds to and diagnoses all alerts, escalate to L3 Field Engineer when unable to resolve within the stipulated time.
+ Ensures incidents are updated with progress and resolution details in a timely manner using the required platform.
+ Ensures the efficient and comprehensive resolution of incidents and requests.
+ Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
+ Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures.
+ Provides second line remote and onsite technical support to clients.
+ Provides second line field engineering services to clients.
+ Reports and escalates issues to 3rd party vendors if necessary.
+ Follows the required handover procedures for shift changes to ensure service continuity.
**To thrive in this role, you need to have:**
+ Good communicate skills, both verbal and written.
+ Ability to plan activities and projects well in advance and take into account possible changing circumstances.
+ Ability to maintain a positive outlook at work.
+ Ability to work well in a pressurized environment.
+ Ability to work hard and put in longer hours when it is necessary.
+ Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting.
+ Ability to adapt to changing circumstances.
+ Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.
**Academic qualifications and certifications:**
+ Bachelor's degree or equivalent in Information Technology or Computing or related field.
+ Professional level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNP (DC), ONTApp etc.
**Required experience:**
+ Moderate level of experience in building, deploying and supporting data center networking infrastructure.
+ Intermediate knowledge of data center network equipment like Nexus and MDS series switching and integration into server and storage technologies.
**Workplace type** **:**
On-site Working
**About NTT DATA**
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
**Third parties fraudulently posing as NTT DATA recruiters**
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters-whether in writing or by phone-in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an **@nttdata.com** email address. If you suspect any fraudulent activity, please contact us ( ) .

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
The Service Delivery Manager is a seasoned subject matter expert, responsible for overseeing the end-to-end delivery of managed services contract to the client.
This role supports the business and protects the company's reputation by taking responsibility for contract management for local, small and low to medium complexity contracts and works closely with cross functional teams to ensure client expectations are met and exceeded and takes responsibility for service delivery, and contract profitability for their assigned client contracts. These clients require service delivery that are often complex by nature and are typically across multiple sites and/or service offerings.
The Service Delivery Manager involves proactive client communication, project management, technical oversight, and problem-solving.
**Key responsibilities:**
+ Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs).
+ Acts as the primary point of contact for client inquiries, escalations, and feedback.
+ Understands client business needs and objectives to tailor required services accordingly.
+ Ensures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
+ Collaborates with technical teams to resolve client issues and incidents promptly.
+ Monitors and assesses client satisfaction regularly through feedback mechanisms.
+ Takes proactive measures to address client concerns and continuously improve service quality.
+ Develops account plans and strategies to enhance client engagement and retention.
+ Identifies opportunities for upselling or cross-selling additional services.
+ Manages the implementation of new services, upgrades, and projects for clients.
+ Coordinates project timelines, resources, and deliverables to ensure successful outcomes.
+ Ensures that service delivery aligns with contractual agreements and compliance requirements.
+ Consults with legal team to ensure that all contract escalations are addressed with contract governance.
+ Monitors and reports on contract performance.
+ May oversee financial aspects of client accounts, including budgeting and forecasting.
+ May manage billing and invoicing processes.
+ Collaborates with technical teams to ensure that client environments are stable, secure, and up to date.
+ Stays informed about industry trends and emerging technologies to provide informed recommendations to clients.
+ Identifies and mitigates risks associated with service delivery and client relationships.
+ Develops contingency plans for potential disruptions.
+ Maintains accurate records, client documentation, and incident reports.
+ Provides regular reports on service performance and client satisfaction to internal and external stakeholders.
**Knowledge, Skills and Attributes:**
+ Passionate about service delivery with a strong ability to manage a coordinated delivery of service.
+ Seasoned analytical mindset, strong initiative, self-driven with a commitment to succeed.
+ Seasoned understanding of managed services, including infrastructure, cloud, security, and support.
+ Seasoned proficiency in project management.
+ Excellent communication, negotiation, and problem-solving skills.
+ Excellent client centricity, proven ability to manage client relationships and drive client satisfaction.
+ Seasoned business acumen, as well as financial acumen for budgeting, forecasting, and billing.
+ Seasoned familiarity with ITIL or other IT service management frameworks.
+ Ability to work under pressure and has exceptional organizational skills and attention to detail
+ Ability to work collaboratively with cross-functional teams.
+ Adaptability and a customer-focused mindset.
**Academic qualifications and certifications:**
+ Bachelor's degree or equivalent qualification in Information Technology or Business or related field.
+ Relevant ITIL certification preferred.
+ Relevant project management certification (for example, PMP) is preferred.
**Required experience:**
+ Seasoned demonstrated experience in a managed services and/or support services environment.
+ Seasoned demonstrated experience in managed services - service delivery and client management.
+ Seasoned demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
+ Seasoned demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
+ Seasoned demonstrated experience in monitoring contract performance.
+ Seasoned demonstrated experience in managing service delivery projects for clients.
+ Seasoned demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
+ Seasoned demonstrated experience in proactive measures to address client concerns and continuously improve service quality.
**Workplace type** **:**
**About NTT DATA**
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
**Third parties fraudulently posing as NTT DATA recruiters**
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters-whether in writing or by phone-in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an **@nttdata.com** email address. If you suspect any fraudulent activity, please contact us ( ) .

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
The Senior Managed Services Delivery Implementation Architect is an advanced subject matter expert, responsible for playing a pivotal role in designing and implementing a more complex managed services solution that addresses a client's specific business need.
This role is responsible for the end-to-end project deployment within assigned enterprise clients, leading project implementation from a technology perspective and providing expertise in technical consultancy and assigned implementation service areas.
**Key responsibilities:**
+ Acts as the single point of contact for managed services solution implementation in client account.
+ Provides subject matter expertise in area of specialization relating to the managed services solution being implemented.
+ Collaborates with internal teams to align technical solutions with client requirements.
+ Ensures managed services solution(s) being implemented fulfill functional and technical requirements while meeting associated Service Level Agreements (SLAs).
+ Defines structure and architecture of the solution and its interfaces, performs feasibility analysis, keeps the solution aligned to the business goals and strategy.
+ Organizes the design / plan agreed with the client into a managed service delivery plan.
+ Generates project organization, deliverable plan that includes configuration verification, transition
+ Translates the high-level technical design / solution into low level deliverables.
+ Owns the technical design and sign-off on all technical designs.
+ Identifies and defines the proper project deliverables for each party (including partners) involved in the project and communicate clearly the KPIs, milestone checks and all the measurables.
+ Defines and drives technical requirements signed off with customer per schedule for implementation teams.
+ Organize and manages an appropriate team / system / partner to monitor the project progress, anticipate, detect and handle problems in the project.
+ Supports customer / vendor in terms of technical design / issues / discussion where need arises.
+ Ensures service acceptance testing (SAT) and user acceptance testing (UAT) is properly conducted in an end-to-end manner to ensure billing and payment management.
+ Conducts proof of concept (POC) tests for proposed technical solution or to resolve existing issues.
+ Resolves any problems / issues detected in project execution by communicating / negotiating with various parties involved, consultants, vendors, and etc.; and/or escalating to higher level.
+ Performs any other activity relating to the managed services delivery implementation project as required.
**To thrive in this role, you need to have:**
+ Ability to self-drive significant projects.
+ Excellent learning ability and objective oriented.
+ Excellent collaboration skills with the ability to influence and steer diverse cross functional teams.
+ Excellent organization skills and attention to detail.
+ Team player with the ability to work under pressure.
+ Ability to develop presentations for senior level stakeholders.
+ Knowledge of all the different aspects of the technical delivery.
+ Advanced business knowledge.
+ Client focused and demonstrates a proactive approach to solving problems.
+ Able to quickly change direction based on updated client specifications or system limitations.
+ Advanced expertise in technical consultancy and implementation services.
+ Advanced knowledge of project management methodologies (Agile and Waterfall).
**Academic qualifications and certifications:**
+ Bachelor's degree or equivalent in Computer Science, Information Technology or Information Systems or related field.
+ Relevant ITIL certification preferred.
+ TOGAF or similar architecture certification preferred.
**Required experience:**
+ Advanced managed services provider experience preferred.
+ Advanced demonstrated experienced gained within a similar role and matrixed managed services environment.
+ Advanced demonstrated experience in IT project management and managed services delivery.
+ Advanced demonstrated practical experience in technical architecting with relevant technologies, preferably from major services providers and/or solution providers.
+ Advanced demonstrated experience in a pre-sales, consulting or client-facing role in a technology function.
**Workplace type** **:**
On-site Working
**About NTT DATA**
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
**Third parties fraudulently posing as NTT DATA recruiters**
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters-whether in writing or by phone-in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an **@nttdata.com** email address. If you suspect any fraudulent activity, please contact us ( ) .

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
The Managed Services Client Delivery Specialist is a seasoned subject matter expert, responsible for overseeing the end-to-end delivery of managed services contract to the client.
This role supports the business and protects the company's reputation by taking responsibility for contract management for local, small and low to medium complexity contracts and works closely with cross functional teams to ensure client expectations are met and exceeded and takes responsibility for service delivery, and contract profitability for their assigned client contracts. These clients require service delivery that are often complex by nature and are typically across multiple sites and/or service offerings.
The Managed Services Client Delivery Specialist involves proactive client communication, project management, technical oversight, and problem-solving.
**Key responsibilities:**
+ Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements (SLAs).
+ Acts as the primary point of contact for client inquiries, escalations, and feedback.
+ Understands client business needs and objectives to tailor required services accordingly.
+ Ensures the successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
+ Collaborates with technical teams to resolve client issues and incidents promptly.
+ Monitors and assesses client satisfaction regularly through feedback mechanisms.
+ Takes proactive measures to address client concerns and continuously improve service quality.
+ Develops account plans and strategies to enhance client engagement and retention.
+ Identifies opportunities for upselling or cross-selling additional services.
+ Manages the implementation of new services, upgrades, and projects for clients.
+ Coordinates project timelines, resources, and deliverables to ensure successful outcomes.
+ Ensures that service delivery aligns with contractual agreements and compliance requirements.
+ Consults with legal team to ensure that all contract escalations are addressed with contract governance.
+ Monitors and reports on contract performance.
+ May oversee financial aspects of client accounts, including budgeting and forecasting.
+ May manage billing and invoicing processes.
+ Collaborates with technical teams to ensure that client environments are stable, secure, and up to date.
+ Stays informed about industry trends and emerging technologies to provide informed recommendations to clients.
+ Identifies and mitigates risks associated with service delivery and client relationships.
+ Develops contingency plans for potential disruptions.
+ Maintains accurate records, client documentation, and incident reports.
+ Provides regular reports on service performance and client satisfaction to internal and external stakeholders.
**Knowledge, Skills and Attributes:**
+ Passionate about service delivery with a strong ability to manage a coordinated delivery of service.
+ Seasoned analytical mindset, strong initiative, self-driven with a commitment to succeed.
+ Seasoned understanding of managed services, including infrastructure, cloud, security, and support.
+ Seasoned proficiency in project management.
+ Excellent communication, negotiation, and problem-solving skills.
+ Excellent client centricity, proven ability to manage client relationships and drive client satisfaction.
+ Seasoned business acumen, as well as financial acumen for budgeting, forecasting, and billing.
+ Seasoned familiarity with ITIL or other IT service management frameworks.
+ Ability to work under pressure and has exceptional organizational skills and attention to detail
+ Ability to work collaboratively with cross-functional teams.
+ Adaptability and a customer-focused mindset.
**Academic qualifications and certifications:**
+ Bachelor's degree or equivalent qualification in Information Technology or Business or related field.
+ Relevant ITIL certification preferred.
+ Relevant project management certification (for example, PMP) is preferred.
**Required experience:**
+ Seasoned demonstrated experience in a managed services and/or support services environment.
+ Seasoned demonstrated experience in managed services - service delivery and client management.
+ Seasoned demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
+ Seasoned demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
+ Seasoned demonstrated experience in monitoring contract performance.
+ Seasoned demonstrated experience in managing service delivery projects for clients.
+ Seasoned demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
+ Seasoned demonstrated experience in proactive measures to address client concerns and continuously improve service quality.
**Workplace type** **:**
On-site Working
**About NTT DATA**
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
**Third parties fraudulently posing as NTT DATA recruiters**
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters-whether in writing or by phone-in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an **@nttdata.com** email address. If you suspect any fraudulent activity, please contact us ( ) .

**Location:** Kuala Lumpur, Malaysia
**Work model:** On site / Full time
**Contract type / duration:** Permanent
**Be a force for good and feel trusted to make decisions that matter.**
As a Global Procurement Manager - Delivery Services (Parcel) at Nestlé Global Procurement, your mission is to manage and drive the commercial strategy and sourcing activities for E-Commerce Parcel Delivery Services at a global level. You will be responsible for implementing the category strategy for the spend in scope, ensuring alignment with business priorities while delivering value through effective procurement practices. We operate on a truly global scale, bringing together over 40 nationalities across three dynamic hubs in Switzerland, Panama, and Malaysia. This is your chance to drive innovation, sustainability, and impact at scale, ensuring value creation through responsibly sourced supply across diverse categories.
**How you'll make an impact as a Global Procurement Manager - Delivery Services (Parcel)**
+ Contribute to global sourcing strategy with regional inputs, implementation and communication plan and supplier management plan.
+ Identify appropriate suppliers for the spend category selected in collaboration with markets and HQ functions.
+ Monitor and communicate around industry trends, standards, cost drivers and innovation.
+ Ensure that all the key suppliers within the spend category in charge completely adhere to Nestlé standards (Responsible sourcing, Reverse factoring, Safety, Health & Environment certifications).
+ Manage innovation with suppliers and/or integrate their innovation into Nestle.
+ Ensure alignment with Supply Chain functions.
**What will make you successful**
+ University degree in Procurement, Business Administration, Supply Chain, Economics, Finance or Engineering.
+ Well established experience in strategic sourcing within a global logistics environment, delivering business value.
+ Experience in e-commerce logistics categories (e.g. parcel delivery) and strong project/change management capabilities.
+ Proven skills in risk management, responsible sourcing and supplier relationship management.
+ Strong communication and negotiation skills with the ability to influence stakeholders.
+ Fluency in English, another language will be an asset.
**At Nestlé Global Procurement, we place people at the heart of everything we do.**
Our benefits are designed to support your growth and wellbeing, so you can thrive at work and in life:
+ Flexible working options, including hybrid work possibilities (for office-based roles)
+ Paid holidays beyond legal requirements
+ Learning and development opportunities to grow your career
+ Performance based bonus
+ Healthcare insurance and access to the Employee Assistance Program
+ Strong employer contribution to your pension plan
+ Generous parental leave and comprehensive family support solutions
+ Attractive employee discounts across various products and services
**What to expect from our hiring process**
We are committed to an inclusive and respectful hiring experience and are happy to provide reasonable accommodations if needed. Our workplaces are fully accessible and supported by a strong safety culture, with modern installations and procedures to ensure a safe environment for everyone.
The hiring process typically includes a video interview with Talent Acquisition, an interview with the hiring team, and a final discussion and offer. We review applications as they are received and close the role once a strong list of relevant candidates is identified, so we encourage you to apply early. All information is treated confidentially.
**Ready to Be a Force for Good?**
Apply now and feel trusted to make decisions that matter.

**Description:**
You will be responsible for delivering a professional, courteous, and caring level of service to guests, associates, and visitors. The Guest Service Officer - Guest Service Center ensures all guest and associate enquiries are handled efficiently and effectively, with prompt follow-up and appropriate resolution of concerns to maintain a positive experience.
**Qualifications:**
+ Due to work permit restrictions, this position is only open to Malaysian Citizens and Permanent Residents of Malaysia.
+ Ideally with a university degree/diploma in Hospitality or Tourism management.
+ Work experience as a Guest Service Officer within luxury hotels is preferred. Fresh graduates are welcome.
+ Professional appearance and demeanour, with the ability to remain calm and composed under pressure.
+ Excellent communication and interpersonal skills, strong organizational, and multitasking abilities.
+ Basic computer skills, including proficiency in Microsoft Office Suite (Excel, Word).
**Primary Location:** MY-10-Kuala Lumpur
**Organization:** Park Hyatt Kuala Lumpur
**Job Level:** Full-time
**Job:** Guest Service Operations
**Req ID:** KUA
Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.