- Opportunity to lead customer success in a fast-growing industry.
- Strong leadership and career development exposure.
About Our Client
The client is a well-established multinational within the critical infrastructure space, supporting large enterprise customers through highly technical, service-driven operations.
Job Description
- Act as the main relationship owner for customers, ensuring a seamless service experience and addressing their operational needs.
- Oversee day-to-day service delivery and ensure commitments, performance standards, and contractual expectations are achieved.
- Manage customer concerns, incidents, and escalations by coordinating with internal teams to drive effective resolutions.
- Lead regular business and service review meetings, providing updates on performance, service quality, and key issues.
- Support customer-related activities such as onboarding, audits, projects, service requests, contract changes, and terminations.
- Collaborate with technical, operations, and commercial teams to ensure efficient communication and service execution.
- Review customer reports, maintenance plans, and operational documentation to ensure accuracy and quality.
- Lead and develop the service management team through coaching, mentoring, and performance management.
- Drive continuous improvements in service processes, operational procedures, and customer engagement practices.
- Monitor service metrics and prepare management reports to support operational visibility and decision-making.
- Contribute to customer satisfaction initiatives and support business objectives through continuous service enhancement.
The Successful Applicant
A Successful DCTSM Should Have
- Degree or diploma in Information Technology, Engineering, Computer Science, or a related field.
- Solid experience within data centres, technical services, critical facilities, or infrastructure operations.
- Proven leadership capabilities with experience managing and developing teams.
- Strong customer-facing experience with the ability to build relationships and manage key stakeholders.
- Good understanding of data centre operations, facilities management, and critical infrastructure environments.
- Excellent communication, interpersonal, and stakeholder management skills.
- Strong problem-solving abilities with a track record of handling operational issues and customer escalations.
- Ability to work collaboratively across technical, operational, and commercial functions.
- Well-organized, proactive, and capable of managing multiple priorities in a fast-paced environment.
- Professional certifications related to data centres or service management (e.g., ITIL or CDCP) are an added advantage.
What's on Offer
- Competitive salary range.
- Opportunity to work in a large organization.
- Exposure to innovative practices in the Technology & Telecoms industry.
- Collaborative and professional work environment.
This is an excellent opportunity for professionals passionate about customer service to thrive in a rewarding role. Apply now to take the next step in your career as a DCTSM in Kuala Lumpur!
Contact
Quote job ref: JN-072026-7058782
