I. Key Responsibilities
- Help create, review, and improve Service Level Agreements (SLAs)
- Conduct regular SLA reviews and assist with updates or renegotiations when needed
- Turn customer requirements into clear instructions for service delivery teams
- Handle service escalations quickly to reduce impact on customers
- Keep clients informed on incidents, service requests, issues, and changes
- Prepare and share service performance reports
- Build and maintain good working relationships with clients
- Make sure services are delivered according to agreed SLAs and quality standards
- Support and oversee day-to-day service delivery to meet business goals
- Review customer feedback and suggest improvements to fix service gaps and bottlenecks
II. Qualifications
- Bachelor’s degree in ICT or any related 4- or 5-year course
- At least 2 years’ experience in technical support (preferred)
- At least 2 years’ experience in service delivery, customer-facing roles, or project management (preferred)
- Background in ICT service or project management is a plus
- ITIL certification is an advantage
- Fresh graduates are welcome to apply
- Basic knowledge of ICT, networking, and information security