Engineering Manager – Service Delivery Manager, RDT, Multilingual

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Build team capabilities in alignment with the function’s vision.

• Motivate employees to outline their career paths and facilitate development opportunities.

• Eliminate obstacles and concentrate on performance management.

• Cultivate team skills, foster healthy dynamics, and maintain a sustainable work pace.

• Oversee software and/or service delivery by establishing focus, removing barriers, managing stakeholders, and enhancing efficiencies.

• Provide guidance, feedback, coaching, developmental support, performance evaluations, compensation, succession planning, talent management, conflict resolution, and performance improvement strategies.

• Promote a healthy, trustworthy, positive, energetic, inclusive, and enthusiastic team atmosphere.

• Ensure adherence to People & Culture and compliance policies.

• Attain agreed-upon service levels and operational KPIs.

• Manage appropriate staffing levels and guarantee the right individuals are in suitable roles.

• Daily monitor service levels and proactively escalate issues for corrective measures.

• Engage in regional and global collaborative teams.

• Act as the primary contact for assigned sites and conduct monthly service reviews.

• Handle escalations and assist with new account transitions and knowledge transfer.

• Maintain proactive communication with stakeholders regarding changes and potential issues.

• Support account improvement initiatives and coordinate actions with relevant teams.

• Assist or lead system go-lives, scope transitions, and site transitions.

• Facilitate transition activities, including knowledge transfer, hiring, and training.

• Manage and allocate resources during transitions.

• Participate in hypercare activities.

⛳️ Requirements

• University education is preferred.

• A minimum of 5 years of experience in a customer support environment, shared services setting, or equivalent.

• 2 to 3 years of experience in leadership and management roles is advantageous.

• Familiarity with ITIL; certification is preferred.

• Agile or Scrum Master certification is a plus.

• Proficient in spoken and written English.

• Additional proficiency in spoken and written languages such as Mandarin or Japanese is desirable.

• Advanced skills in office productivity tools; knowledge of Google Suite is advantageous.

• People-oriented, highly accountable, agile, and results-driven.

• Embrace a servant leadership mindset and a growth-oriented approach.

• Capability to operate in a complex, team-oriented global environment.

• Ability to manage multiple priorities in a fast-paced, dynamic setting.

• Capacity to encourage cost-conscious spending practices.

• Strong entrepreneurial mindset.

🏝️ Benefits

• Equal Opportunity Employer.

• An inclusive culture that appreciates personal expression, open communication, genuine connections, and employee development.

• Support for coaching, feedback, performance evaluations, compensation, succession planning, and talent management.

• Opportunities for career development.

• A collaborative regional and global work environment.

• Agile, LEAN, ITIL, and VACC methodologies in practice.

• Cost-conscious management of team expenses.