Engineering Manager – Service Delivery Manager, RDT, Multilingual (Japanese Speaker)

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

📋 Description

• Enhance the capabilities of team members in line with the function’s vision.

• Promote career development and facilitate opportunities for growth.

• 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 prioritizing focus, removing barriers, managing stakeholders, and driving efficiencies.

• Offer leadership, feedback, coaching, development assistance, performance assessments, compensation, succession and talent management, conflict resolution, and planning for performance improvement.

• Create a positive, trusted, energetic, inclusive, and enthusiastic team culture.

• Ensure adherence to People & Culture and compliance policies.

• Meet established service levels and operational KPIs.

• Maintain suitable staffing levels while aligning personnel and capabilities with service needs.

• Enhance units, processes, services, and activities to achieve objectives and targets.

• Engage in regional and global squads.

• Monitor service levels daily and proactively resolve issues.

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

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

• Communicate proactively with stakeholders regarding changes and potential challenges.

• Assist in account improvement initiatives and coordinate actions with relevant teams.

• Participate in or lead projects such as system go-lives and transitions of new scopes or sites.

• Support or lead transition processes including knowledge transfer, recruitment, and training.

• Assist in the allocation and management of transition resources.

• Engage in hypercare activities.

⛳️ Requirements

• Ideally holds a University degree.

• At least 5 years of experience in a customer support or shared services environment, or similar.

• 2 to 3 years in leadership and management positions is an advantage.

• Familiarity with ITIL (certification preferred).

• Agile or Scrum Master certification is preferred.

• Proficient in spoken and written English.

• Additional fluency in spoken and written languages (Mandarin, Japanese) is a plus.

• Advanced skills in office productivity tools.

• Knowledge of Google Suite is an advantage.

• Ability to operate in a fast-paced, dynamic environment with multiple priorities.

• Capacity to thrive in a complex, team-oriented global setting.

• People-focused, highly accountable, agile, and results-driven mindset.

• Strong entrepreneurial spirit.

• Awareness of Agile, LEAN, ITIL, and VACC methodologies.

🏝️ Benefits

• Equal Opportunity Employer.

• Encouragement of personal expression, open dialogue, and authentic connections within an inclusive culture.

• Opportunities for team member capability enhancement and career advancement.

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

• Collaborative regional and global work environment.