Service Delivery Project Manager

The position reports to the Head, Project Delivery

Job Overview:

• This position has a key role in delivering the Department’s mandate and Business Division’s ambitions. You are Service Delivery Business responsible for all projects management domains: scope, task, schedule, cost, quality, change management, communications, risk, procurement & integration. Customer experience is the key driver for all activities / projects undertaken.

Your Work Life:

• Responsible in executing, managing all projects for TIME Group, coordinating a variety of tasks with different parties (within the Engineering Department, affiliated companies, vendors, partners) monitor the progress of work and ensure orders from customers are delivered by the RFS date.
• To plan out the activities in order to ensure product/services is delivered by the RFS date.
• Set the Ready for Service (RFS) date, which is agreed upon by the customer and TIME
• To co-ordinate with contractors, vendors, Telco network engineers or data center executive for relevant tasks so to meet customer request within the time frame or lesser.
• Provide status update of the project progression to customer from time to time.
• To provide satisfactory customer service through communication or keeping customers well inform of the work in progress. This should result in more customer loyalty and retention.
• Responsible in checking and making sure all work is delivered with precision.
• Perform testing on products when required.
• To work and liaise with co-workers, customers and vendors to solve a problem and surface any challenges timely to management for action/support.
• To establish good relationships with vendors and any service providers in order to ensure high degree of support and reliable delivery.
• Coordinate internal wiring both at AIMS and customer's premises.
• Coordinate with customer to make sure customer responsibilities i.e hardware, equipment, local infrastructure (leased line circuit), cross connection, internal wiring at customer site and others is ready and prepared.
• Verify the customer deliverables and acknowledge a new or upgraded service based on the service ordered and ensure timely closure of all assigned task accurately.
• Follow up on the confirmation of Local Access Circuit availability by Telco Providers, and schedule an installation date with the customer.
• Coordinate equipment delivery with customers and third-party vendors.
• Required to send the email/documentation on all Customers new projects, upgrade or termination.
• Obtain the Work or Service Acceptance Form if customer send to SDs upon completion of project and handover
• Upon project completion, e-filling all relevant information/documents and details for future reference
• Reschedule appointment (failed appointment or early slot)
• Always available to support Business Urgent activities i.e after office hours, weekends, Public Holiday as well as month end as per Business requirement
• Blocker Update on 2nd commitment Date & inform customers for revised timeline / project plan
• To monitor on active tasks (Ageing & failure of auto tasks closure)
• Proactively identify area of gap within Service Delivery Business Section essepcially Service Delivery Project Management related activities/processes/tools and propose for improvement/enhancement/automation/simplification as required

To be considered, you'll need:

• Sound understanding of the importance of Best Customer Experience ambition, criticality of meeting deadlines & process driven individual obsessed to deliver best in class Service Delivery Project Management quality for smooth, within timeline and within cost delivery through active engagement with all counterparts (Business Fulfilment, Planner & Technical Project Manager, OSP Database, Managed Services, Region (Field Engineer) & Interconnect & CWO)
• Critical deliveries of this role will be to plan/organize/coordinate with stakeholders/update progress and also engage Region (Field Engineer) / Planner & Technical Project Manager / OSP Database / Managed Services / Cloud to address any blockers/challenges faced that will hinder a confirmed CRD to ensure all deliveries are as per the exact timeline agreed with the customer and other operational SLA/KPI
• Able to pivot and identify alternatives immediately to ensure the timeslines are not compromised and makes the necessary proposal for internal and external stakeholders acknowledgement/acceptance
• Driven to deliver defined project objectives on time, within budget and with high level of quality.
• Develop project’s scope of work and is accountable for building and maintaining an ongoing project plan.
• Conduct reqular project meeting with project team, customers, business partners & vendors.
• Timely update to customers on project status and also act as single point of contact (SPOC) for customers during project delivery phase.
• Responsive to all matters/tasks directed/highlighted to yourself in any channels available (emails, calls, sms, whatsapp, zoom, etc) and ensure immediate attention provided to sort/resolve/address/close the matters/tasks with quality and with urgency/priority as per the Business Requirement
• Monitor and ensure compliance to project contract.
• Review, compile and implement service and change requests during project delivery phase.
• Priortise tasks and resolve issues / conflicts.
• Ability to multi task and juggle projects and assignments with excellent time management.
• Experienced in managing vendors, suppliers & providers relationships and understanding of standard practices.
• Ability to manage stakeholder expectation based on KPI.
• Product know-how for data centre and cloud services.
• Also someone who contributes to our value creation and live up to the TIME leadership expectations :
  • You must be Passionate about the business i.e. You have the will to win by having the drive to ensure each and every implementations are translated into an successful projects to ensure high customer satisfaction achieved
  • You encourage Change & Continuous Improvement i.e. You have the courage to challenge & be challenged; propose visible changes and willing to beat the traditional way of work
  • You are someone who ensures Excellent Execution where You are driven by turning project delivery into results by assuring all challenges are removed and addressed proactively by active stakeholder engagement
  • You maintain a strong sense of Integrity & Accountability always i.e. you take ownership of your results & the TIME Way of conducting business, by making the Code of Conduct a way of life; showing transparency and taking ownership

Our Commitment to You

At Time, we believe great work deserves great support. Here’s what you can look forward to when you join us:

• Comprehensive medical coverage for you and your immediate family, including outpatient care, hospitalisation, dental and optical benefits.
• Wellness support with an annual spending account for health-related needs, alternative treatments, or even paid-up premiums for personal insurance.
• Employee assistance during life’s big moments, from celebrations to times of bereavement.
• Learning & growth opportunities through dedicated time for learning, access to LinkedIn Learning and rewards for upskilling.
• Cash rewards for recognised certifications and full reimbursement for up to two approved professional memberships each year.

*Only shortlisted candidates will be notified.