Job Description & Requirements

Key Responsibilities

• Act as the primary escalation point for clients on service delivery–related issues, ensuring timely resolution and clear communication

• Lead and supervise a small team of junior staff to meet agreed SLAs and KPIs, where applicable

• Develop, implement, and enforce Standard Operating Procedures (SOPs) to ensure process consistency and compliance

• Manage client expectations and build strong relationships through regular, structured engagements, including the presentation of monthly performance reports and service achievements

• Ensure timely and accurate data reporting and client billing for both internal and external stakeholders

• Drive incident management and closure, implementing both corrective and preventive actions to restore and strengthen client confidence

• Manage minor service or project changes, including asset moves, additions, modifications, and removals

• Uphold a respectful, inclusive, and professional workplace by ensuring fair treatment of all employees, subcontractors, clients, and visitors

• Ensure full compliance with all company policies, including Business Management System, Security, and Data Protection requirements

• Enforce Work Health and Safety (WHS) policies, promoting safe work practices and proactive hazard reporting within the team

Requirements

• Basic understanding of Business Process Outsourcing (BPO) services and market landscape; exposure to Grid or related technologies is an advantage

• Proficient in Microsoft Office applications

• Strong understanding of operational processes, with the ability to identify and recommend continuous improvements

• Good organisational and planning skills with the ability to manage multiple priorities

• Effective time management to meet client and internal delivery timelines

• Excellent interpersonal, communication, and stakeholder management skills

• Strong team player with the ability to work collaboratively in a service-driven environment

Additional Information

• Minimum 1 year of relevant experience, preferably in Service Delivery Management

• Min Diploma qualification in any field
  
  Morgan McKinley Pte Ltd 
  EA License No: 11C5502 | EAP No. R23111942
  EAP Name: Renee Feng Ye