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Jobs in Malaysia   »   Jobs in Kuala Lumpur   »   Customer Service jobs   »   Client Service Delivery Manager

Client Service Delivery Manager

Kuala Lumpur, MY

Overall Purpose
Define and drive Navitaire processes and deliver improvements to customers by acting as a primary point of contact for production issues and coordinationg all customer deliverables and communication.

Summary of the role

  • Ensure customer satisfaction
  • Be the onsite single point of contact for the customer
  • Focus all teams on key customer priorities
  • Reduce billing disputes and time to bill
  • Enforce existing processes for effectiveness
  • Reduce incident backlog to increase focus on critical customer issues
  • Receive customer requests (phone, email, chat) and initiate appropriate action
  • Provide incident resolution and value added technical contribution
  • Monitor all Customer incidents and escalate/update as needed
  • Monitor accuracy and content of incidents/CRQs
  • Maintain consolidated incident priority lists to assist SUS/Development/Product
  • Revise all ISR/RCA reports for customer appropriate details prior to delivery
  • Review progress on customer RCA report action items and deliver customer updates
  • Facilitate customer outage communication
  • Consolidate and publish Navitaire customer metrics (Outage, SLA, Backlog)
  • Publish weekly status reports
  • Review Navitaire billing data and correct as needed
  • Deliver monthly customer performance presentations

Main Responsibilities

  • Coordinate all Navitaire customer deliverables and communication
  • Define and drive Navitaire process and delivery improvements to improve customer satisfaction
  • Receive customer requests (phone, email, chat) and initiate appropriate action
  • Provide incident resolution and value added technical contribution
  • Monitor all customer incidents and escalate or update as needed
  • Monitor accuracy and content of incidents/change requests
  • Maintain consolidated incident priority lists for customer issues to assist
  • Support/IT/Development/Product
  • Facilitate customer outage, sale, upgrade communication
  • Revise all ISR/RCA disruption reports for customer appropriate details prior to delivery
  • Review progress on Root Cause report action items and deliver updates to customer on improvement plans
  • Consolidate and publish Navitaire performance metrics (outage, SLA, open INC)
  • Review Navitaire billing data with the Account Manager and correct Remedy incidents, as needed


2+ years’ experience leading a small production application support or similar team.
3+ years’ experience supporting applications.
Application development or support experience.
Requires 3-5 years of complex troubleshooting in a mission critical production environment. (Airline industry exposure is a plus)
1+ years of IT Customer Service/Problem Management Resolution experience
Experience with all Microsoft Office applications (Word, Excel, Visio and Outlook)


  • Bachelor’s Degree preferably in IT/Engineering or equivalent work experience
  • Basic competency working in a client server environment
  • Windows Server Administration experience preferred.
  • Microsoft SQL Server or equivalent database experience required, specifically the ability to query and research data in a relational database model
  • Solid multi-tasking and problem resolution abilities
  • Strong verbal and written communication, customer service, account management and negotiation skills, with the ability to interface with a diverse set of clients
  • Ability to effectively and efficiently instruct and guide customers onsite, online and via telephone
  • Ability to manage own time effectively is a requirement for success
  • Quick learner with desire to learn new tools and techniques

General Skills

  • Problem Solving & Escalation Management
  • Problem Management
  • Technology Troubleshooting
  • Continuous Improvement
  • Cost Management
  • Operational Excellence
  • Operations Management
  • Project Management
  • Resource Management
  • Accenture Delivery Methods
  • Accenture Delivery Tools
  • Deploy Solution
  • Service Excellence
  • Computer Incident Management Response
  • SharePoint
  • IIS
  • Windows 2008


Perks & Benefits

  • Commission and bonus
  • Nearby public transport
  • Casual dress code
  • Regular team activities
  • Medical insurance
  • Open culture
  • Personal development opportunities
✱   This job post has expired   ✱
Company Overview

Amadeus is part of everything it takes to bring travel to life. We provide the technology that keeps the travel sector moving – from initial search to making a booking, from pricing to ticketing, from managing reservations to check-in and departure processes. Our people are driven by a passion for ‘Where next?’ and our ambition is to improve the travel experience of hundreds of millions of people every day. At Amadeus, you can take pride and responsibility in your work, facilitating the entire travel journey from door to door. Amadeus does this by joining up key players in the travel industry: travel agencies, corporations, airlines, airports, hotels, railways and more. We give those companies the tools to serve travellers better and to manage their own business more effectively. Amadeus is at the heart of the global travel industry. Our people, our technology and our innovation are dedicated to working with our customers and partners to shape the future of travel.

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Company Summary
Amadeus GDS (Malaysia) Sdn Bhd
Computer / IT (Software)
Like Amadeus GDS (Malaysia) Sdn Bhd

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