We are now ONE! #CelcomDigi Celcom and Digi have merged with the aim to create Malaysia’s most inspiring telco-tech company, building on two well-loved brands with over six decades of combined strengths in innovation and connecting Malaysians.
Enterprise Business - Solutions Customer Management (Contract)
Date: 11 May 2026
Custom Field 2: 14825
Employment Type: Outsource
City: CelcomDigi Tower, Petaling Jay
Description
Job Description
This role is responsible for governing, monitoring, and enhancing the performance of L1 support services within the EB Solution Support Governance Framework. It ensures SLA compliance, service quality, and operational efficiency through effective performance management, vendor oversight, and stakeholder collaboration to deliver consistent and high-quality customer support.
Responsibilities
Operations Governance & Service Delivery
- Monitor day-to-day support operations, ensuring timely resolution of issues and escalation of critical or prolonged cases.
- Execute incident and crisis management processes, including risk-based communication for service disruptions.
- Ensure proper governance of access control and operational processes.
Performance Management & SLA Compliance
- Track and audit SLA performance, ticket ageing, and service metrics to ensure compliance.
- Analyse performance data to identify KPI gaps and implement improvement initiatives.
Quality Assurance & Continuous Improvement
- Conduct regular quality audits to ensure adherence to service and compliance standards.
- Maintain and enhance knowledge base, SOPs, and training materials.
- Drive CSAT improvement initiatives and support continuous service enhancement.
Contract & Billing Governance
- Monitor contract compliance, ensuring adherence to agreed terms and service levels.
- Manage billing processes, including invoice validation, adjustments, and dispute resolution.
- Support contract renewals, amendments, and documentation.
Stakeholder & Vendor Management
- Collaborate with internal stakeholders (Product, IT, Risk, Service Management) to ensure alignment of support operations.
- Manage vendor performance, ensuring accountability to SLAs, KPIs, and contractual obligations.
- Participate in governance and performance review sessions with stakeholders.
Data Analytics & Reporting
- Develop reports and dashboards to monitor operational performance and service health.
- Analyse trends and patterns to proactively identify risks and improvement opportunities.
- Provide data-driven insights to support decision-making and service optimisation.
Requirements
- This role is a 24-month under a 3rd party outsource contract.
- Bachelor’s degree in Business, Management, Telecommunications, IT, or a related field.
- Certifications in Service Management (e.g. ITIL) or Operations/Customer Service are an added advantage.
- Exposure to service operations or customer support environments is a plus.
- Experience in customer support, service operations, or contact centre environment (preferably in telco or enterprise domain).
- Experience in SLA monitoring, performance reporting, and service quality management.
- Exposure to vendor management and stakeholder coordination.
- Experience in analysing operational data and driving process improvements.
- Familiarity with contract management, billing processes, or service governance is an added advantage.
- Operations Monitoring & Service Delivery.
- SLA & Performance Management.
- Data Analysis & Reporting.
- Stakeholder & Vendor Coordination.
- Problem Solving & Continuous Improvement.
- Quality Assurance & Compliance.
- Communication & Coordination Skills.
Business Unit: ENTERPRISE BUSINESS
Job Description
This role is responsible for governing, monitoring, and enhancing the performance of L1 support services within the EB Solution Support Governance Framework. It ensures SLA compliance, service quality, and operational efficiency through effective performance management, vendor oversight, and stakeholder collaboration to deliver consistent and high-quality customer support.
Responsibilities
Operations Governance & Service Delivery
- Monitor day-to-day support operations, ensuring timely resolution of issues and escalation of critical or prolonged cases.
- Execute incident and cri
