Role Summary - Own end-to-end service delivery for key enterprise customers across the region, driving proactive account management and consistent service excellence. Act as the single point of accountability for service performance, partnering closely with Sales to strengthen customer relationships, support growth, and deliver on both operational and commercial outcomes

Key Responsibilities

• Own end-to-end service delivery for assigned enterprise accounts from onboarding through steady-state operations.
• Build strong, trusted relationships with key customer stakeholders, acting as the primary service interface
• Drive proactive account management by identifying risks early and implementing mitigation plans
• Take full ownership of critical escalations, ensuring timely resolution and clear, structured communication
• Establish and lead regular governance cadence (service reviews, performance reporting, action tracking)
• Partner closely with Sales and account teams to support customer growth, retention, and renewals
• Collaborate across cross-functional teams (Field Service, Contact Centre, Services Supply Chain, and partners) to ensure aligned execution
• Drive consistency in delivery approach by standardizing best practices across accounts
• Use data and insights to monitor performance, identify trends, and improve service outcomes
• Contribute to continuous service improvement initiatives across the region

Key Metrics / Success Measures

• Customer satisfaction and overall customer experience
• Escalation management (volume, response time, and resolution effectiveness)
• Service performance against agreed service levels and operational KPIs
• Customer retention and support of account growth
• Reduction in repeat issues and reactive escalations

Key Requirements

• Bachelor's degree in information technology or business management.
• 10-12 years of strong experience in service delivery and/or account management within an enterprise customer environment
• Proven ability to manage high-impact escalations and drive resolution across multiple teams
• Strong stakeholder management skills, including engagement with senior customer stakeholders
• Experience partnering closely with Sales or commercial teams to support account growth and retention
• Regional exposure or experience managing customers across multiple countries is highly preferred
• Data-driven mindset with the ability to translate insights into actions and improvements
• Self-driven, with a strong ownership mindset and ability to operate independently
• Multilingual capability (English, Mandarin, and Cantonese) is an added advantage