{"id":1678545,"url":"https://alion.io/job/time-dotcom-service-manager-based-in-penang","title":"Service Manager (Based in Penang)","company":{"id":49623,"name":"TIME dotCom","domain":"time.com.my","url":"https://alion.io/company/time-dotcom","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["George Town, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10000,"max_usd":23000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":3777},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"ITIL","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-29T00:00:00Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-12T11:22:23Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Job Overview:\nAs the trusted partner to CTOs, IT Directors, and Heads of Network at major corporations, you will ensure their complex, multi-product network ecosystems - spanning Data Connectivity, Cloud Connectivity, and Cybersecurity to perform flawlessly. Acting as a technical advisor, you will guide customers through the intricacies of their network environments, helping them navigate challenges and make informed decisions. This role blends proactive network health management and executive relationship management, with a continuous focus on delivering premium, white-glove service that drives retention and customer satisfaction (CSAT), alongside project governance.\nYour work life:\nEnterprise Service Delivery, Governance & Commercial Alignment\nServe as a trusted technical advisor to customers, working alongside Sales and Presales teams to provide expert guidance on network architecture, solution design, and best practices in support of their strategic objectives across Data Connectivity, Cloud Connectivity, and Cybersecurity.\nOversee end-to-end delivery of complex projects, ensuring seamless implementation of network solutions (Data Connectivity, Cloud Connectivity, Cybersecurity) with minimal business disruption to the client.\nTake charge of reviewing specific terms and clauses related to service management within enterprise contracts, ensuring alignment between commercial agreements and operational delivery capabilities.\nExecutive Stakeholder & Client Communication\nServe as the primary interface for client leadership teams, communicating project status, incident root causes and strategic network roadmaps with clarity and confidence.\nProactively engage with client stakeholders to understand their business objectives, translating them into actionable service improvement plans.\nCommunicate with external and internal stakeholders to drive project and task delivery.\nAct as the executive escalation point for major incidents, leading bridge calls, driving rapid service recovery and delivering thorough post-incident reviews (RCA) to prevent recurrence.\nService Reviews & Performance Reporting\nOrganize and lead quarterly and monthly service review meetings with clients, presenting detailed performance dashboards (SLA adherence, MTTR, uptime, incident trends) to C-level and IT management audiences.\nPrepare and deliver comprehensive monthly and quarterly performance reports, highlighting achievements, risks and continuous improvement initiatives tailored to each account.\nProactive Network Health & Preventive Maintenance\nConstantly monitor & identify network trends and proactively initiate improvement plan to optimize latency, availability and security.\nPlan, coordinate and execute Preventive Maintenance activities (frequency per TPP/TP/contractual agreements), ensuring clients are notified well in advance, and maintenance windows are scheduled during low-business-impact hours.\nProcess Improvement & Operational Excellence\nTake ownership of evaluating and improvising existing service management processes, identifying inefficiencies, bottlenecks and gaps that impact service quality or delivery speed.\nDrive continuous improvement initiatives by implementing best practices, automation opportunities and streamlined workflows across service operations.\nRegularly benchmark service management processes against industry standards and competitor practices to ensure the organization remains competitive and customer centric.\nTo be considered, you’ll need:\nEducation: Bachelor’s degree in IT, Computer Science, Engineering, or related field.\nExperience: 5+ years of experience, with 3-4 years in Telecommunications/IT/Networking.\n Technical Skills:ITIL, PMP, PRINCE2, CCNA, CCNP, or Cloud certifications (e.g., AWS/Azure) preferred.\nKnowledge of IPLC, IPVPN, SD-WAN, Cloud services is a plus.\n\n Soft Skills:Strong analytical and problem-solving skills with a proactive approach.\nExcellent communication (written & verbal) in English.\nAbility to lead, coach, and collaborate with cross-functional teams.\nMultitasking under pressure while meeting deadlines.\nAdaptable mindset with the ability to thrive in a fast-paced, evolving environment. \n\nOur Commitment to You\nAt Time, we believe great work deserves great support. Here’s what you can look forward to when you join us:\nComprehensive medical coverage for you and your immediate family, including outpatient care, hospitalisation, dental and optical benefits.\nWellness support with an annual spending account for health-related needs, alternative treatments, or even paid-up premiums for personal insurance.\nEmployee assistance during life’s big moments, from celebrations to times of bereavement.\nLearning & growth opportunities through dedicated time for learning, access to LinkedIn Learning and rewards for upskilling.\n Cash rewards for recognised certifications and full reimbursement for up to two approved professional memberships each year.\n*Only shortlisted candidates will be notified.","description_format":"text","description_chars":4989,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Telecommunications","Broadband","Information Security"],"lifecycle":[{"event":"open","at":"2026-10-02T09:10:54Z"}],"visa":[],"liveness":{"score":88,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.881,"p_room":1,"age_days":13,"expected_fill_days":39,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/time-dotcom-service-manager-based-in-penang","json_url":"https://alion.io/job/time-dotcom-service-manager-based-in-penang.json","meta":{"generated_at":"2026-10-12T16:53:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26905,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":49623},"rest":"https://alion.io/mcp/rest/get_company?id=49623"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftime-dotcom-service-manager-based-in-penang"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftime-dotcom-service-manager-based-in-penang"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftime-dotcom-service-manager-based-in-penang"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/time-dotcom-service-manager-based-in-penang\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftime-dotcom-service-manager-based-in-penang"}]}