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IT Service Delivery Lead \ Project Lead (Contract)

Project Supervisor

14 weeks ago

RM10000 - RM12000


Job Description

The role is expected to communicate with Client, understand their requirements and concerns, transfer the work from Client into Transcosmos and form a new operation team. This role will own the client’s BPO portfolio including manage transition project of Level 1 services (Customer Service, Service Desk or Helpdesk) from client transfer to Transcosmos environment, take over and manage it - including setting up new team, operation structure, processes, documentations, SLAs management and escalations. In addition, this role is expected to drive continuous service improvement and quality management.

Key Responsibilities

  • Reporting to Service Delivery Manager and HOD 
  • No Shift required
  • Manage Management of customers and client
  • Manage BPO Transitions Projects 
  • Design and manage due diligence of clients environment 
  • Design and manage project management 
  • Design and manage knowledge transfer 
  • Design and setup new 24x7 team 
  • Design and setup new operation structure 
  • Setup end-to-end ticket life-cycle management process including incident and request management 
  • Operation Support documentations and process review and creations 
  • Ensure customer KPI and SLA requirements are meet 
  • Maintaining quality of service as measured by metrics such as performance, efficiency and customer satisfaction 
  • Proactively identify and drive Continuous Quality, Productivity, Corrective Actions and Service Improvements 
  • Review and update clients documentations including scripted solutions, work instructions templates 
  • Document additional Knowledge including technical processes Document, maintenance and update of user/internal manuals and FAQs 
  • Manage escalation from first line service desk, work closely with client or partner vendors to investigate and identify the issues and resolve the problems 
  • Collaborate with the clients product development and QA teams to test new features, functions and specification changes
  • Contribute to the ongoing learning and success of team members and counterparts by sharing knowledge through mentorship, collaboration, and aiding in documentation 
  • Perform analysis of ticket data and situations 
  • Generate required reports for management and customers as requested including Weekly & Monthly report compilation and presentation 
  • People Management, manage team quality and performance 
  • Provide trainings and coaching to team members to ensure skillsets and experience meet expectation
  • Give directions and guidelines to team members

Skills & Experiences

  • Minimum 8 to 12 experience in managing Level 1 services team (Customer Service, Service Desk or Helpdesk) in 24x7 environment.
  • Minimum 2 to 4 years experience in Project Management. 
  • must be familiar with setting up a new operation team including operation structure, processes, SLA management and Quality management.
  • experience with ticket life-cycle management such as incident and service request management. SLA is very critical in clients environment
  • Strong people management & highly analytical person

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Job Conditions:

Probation Period:

3 month


30 - 45

Job Type:





830am - 530pm




Monday to Friday

Malaysia Only:


Annual Leave:

reveal during interview


reveal during interview

Job Skills

Customer Service

Project Management


Software Engineering

japanese speaking

Tech / Digital

Company Logo

Transcosmos (Malaysia) Sdn. Bhd.

Primary Industry:


Company size:


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