Project Planner

Key Responsibilities

• Service Management – Utility Services
• Monitor and manage the performance, availability and continuity of utility services (e.g. power, facilities-related utilities, connectivity services) in line with agreed SLAs.
• Coordinate and follow up on utility service issues, including assessing the impact, communicating with stakeholders, and ensuring timely resolution.
• Identify recurring utility issues, analyse the root cause, and work with relevant teams to implement improvements.
• Maintain and update utility service documents, including procedures, service records, and escalation contacts.
• 3PP / Vendor Management
• Act as operational point of contact for designated third-party providers delivering utility and related services.
• Monitor vendor performance to ensure services are delivered according to agreed SLAs and quality standards.
• Coordinate regular service review meetings with 3PP vendors to discuss performance, issues, improvement actions and upcoming changes.
• Log, track and follow up on vendor-related incidents, service failures and breaches, ensuring corrective and preventive actions are agreed and implemented.
• Support contract and commercial teams with operational input for new or renewed 3PP agreements (e.g. service scope, SLAs, reporting requirements).
• Ensure that vendor operational documentation, contacts, and escalation matrices are maintained and accessible.
• AA Management (Apparatus Assignment)
• Monitor AA-related KPIs (e.g. service availability, access success rates, service reliability) for utility and 3PP-delivered services.
• Consolidate data from multiple sources to prepare regular AA and service performance reports for internal stakeholders.
• Analyse trends, risks, and performance gaps, and recommend actions to improve service stability and availability.
• Collaborate with network, operations, and service management teams to define and improve AA metrics and monitoring requirements.
• Ensure AA-related governance requirements (e.g. reporting frequency, data quality, signoffs) are adhered to.
• Stakeholder Engagement and Communication
• Collaborate closely with operations, engineering, facilities, finance, procurement and other relevant teams to ensure end-to-end service support.
• Provide clear, timely communication to stakeholders on incidents, planned activities, changes and service risks related to utility and 3PP services.
• Act as a subject matter contact for queries on utility service performance, 3PP delivery and AA metrics within the Malaysia context.
• Contribute to cross-functional initiatives and projects to improve service management processes and tools.
• Continuous Improvement
• Identify ways to improve utility and 3PP service costs, performance, and reliability through better processes and solutions.
• Support the improvement of service management procedures, standards, and best practices.
• Support automation and digitalisation initiatives related to monitoring, reporting and incident handling for utility and 3PP services.
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Requirement

Education

• Bachelor's degree in Engineering, Information Technology, Telecommunications, Business Administration or a related field.
• Equivalent experience in service management, operations or vendor management may be considered in lieu of formal education.

Experience

• 1–2 years of experience in service management, operations support, telecommunications, IT, utilities, or related industries.
• Hands-on experience dealing with utility services and/or third-party vendors, including incident coordination and performance tracking.
• Familiarity with service management frameworks (e.g. ITIL) and AA or availability/access-related metrics is an advantage.
• Experience working within a multi-stakeholder environment (operations, procurement, finance, vendors) is preferred.