Service Delivery Assistant Lead
- Kuala Lumpur
- Programme & Project Management (Information & Communication Technology)
- Full time
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The Service Admin Lead is responsible for supervising and managing the administrative processes within the Service Operations team. This role is crucial for ensuring the effective execution of non-book-bill activities, which include parts purchases, subcontractor purchase requisitions, goods receipts for third-party services, and the maintenance of install base records, along with other ad-hoc assignments. The Service Admin Lead will collaborate closely with the Order to Cash team to ensure the timely completion of book-bill tasks, ultimately improving overall operational efficiency and customer satisfaction.
- Lead and mentor the Service Admin team, fostering a culture of continuous improvement and professional development.
- Conduct training sessions for team members on administrative processes and best practices.
- Lead the administrative processes related to parts purchases, subcontractor purchase requisitions, and goods receipts.
- Develop and implement standard operating procedures (SOPs) for efficient administrative workflows.
- Oversee the procurement process for parts and subcontractor services, ensuring timely and accurate purchase requisitions are processed.
- Manage the goods receipt process for third-party services, ensuring all incoming services and products are accurately recorded and accounted for in the system.
- Ensure accurate and up-to-date maintenance of install base records, tracking service history and product details for all customer installations.
- Work closely with the Order to Cash team to ensure seamless execution of book-bill processes.
- Facilitate communication between the Service Operations and Order to Cash teams to resolve any discrepancies or issues that may arise.
- Manage the calculation of incentive payments and overtime-related payments for the Service Operations team, ensuring accuracy and compliance with company policies.
- Develop and implement processes for tracking and reporting incentive and overtime payments.
- Collaborate with stakeholders and the Accounts Receivable (AR) team to address overdue payments, working to uplift customer credit blocks and negotiate payment terms extensions to facilitate job execution.
- Generate reports and dashboards to track key performance indicators (KPIs) related to administrative processes, parts procurement, and service delivery.
- Analyze data to identify trends and areas for improvement within the administrative functions.
- Provide general administrative support to the Service Operations team as needed.
- Assist in the development of process improvements and initiatives aimed at enhancing operational efficiency.
Qualification
- Diploma / Degree Holder
- Strong attention to detail, along with analytical and problem-solving skills
- Capable of working under pressure and adhering to tight deadlines
- Proficient in MS Office applications (Excel, Word, Outlook, PowerPoint)
- Exhibits a positive attitude and collaborates well in a team environment
- Experience with SAP/Service Max is a plus
APPLY AT :- JOBSTREET MALAYSIA – JOHNSON CONTROLS