Service Delivery Lead

Location: Malaysia (MY) local candidates only

Eligibility: Chinese speaker preferred

Experience: 10+ Years

BPO / ITES / Service Desk

Working Experience in BPO industry (Mainly leading a team of service desk )

Have exposure in various country of APAC

Management

· Enhance operational effectiveness and efficiency by collaborating with various support functions, including Recruitment, Training, Quality, Workforce, HR, Finance, etc.

· Ensure compliance with ITIL-based best practices.

· Initiate and implement strategic initiatives, ensuring deliverable quality and fostering positive team relationships to achieve operational excellence.

· Drive process improvement by evaluating and refining current procedures and workflows alongside the team, utilizing methodologies such as Six-Sigma, DMAIC, and LEAN.

· Define operational objectives and work plans, holding regular meetings to optimize productivity, expand product knowledge, and increase customer satisfaction.

· Contribute to business development efforts by creating and presenting business reviews with internal and external stakeholders.

· Foster a culture of accountability, collaboration, and continuous learning

Requirements

· Bachelor's degree in IT or related field required; postgraduate qualifications preferred. MBA is a plus.

· At least 10 years relevant experience, including 2+ years with P&L responsibility and ITES/ SD project management.

· Service Desk leadership experience is a must.

· Able to oversee 300+ FTEs across multiple business lines or programs.

Interested candidates can share their updated CV at [Confidential Information]