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TSM Manager will serve as the 'in-country' service representative and he/she also to ensure customer success by managing customer relationships and act as a liaison between our customers and STT GDC’s internal teams. He/she is familiar with customer’s contract, SLA requirements, needs, culture of operating and requirements to ensure a smooth working relationship and ensure excellent customer experience when using STT GDC services. He/she leads and manages a team of service support personnel to monitor and deliver customers’ requirements.

• Monitor follow-up actions with the team and coordinate both customer personnel and in-house resources to troubleshoot and resolve issues, ensuring timely closure. Conduct monthly service review meetings and submit meeting minutes and reports in a timely manner.
• Perform reviews and QC to ensure all customers monthly service reports are accurate and submitted timely to committed customers.
• Monitor and track customer complaints and related issues, ensuring timely resolution to satisfaction of the customer (TSM Request and Issue Management Tracker). Compile and submit TSM reports for DCTSM health reporting to management.
• Act as the customers interface for customer orders (including RFPs), project management, related escalations, service downgrades/terminations as well as customer audit requests.
• Liaise with customers and work closely with service delivery teams to share schedules, updates, reports and Customer Acceptance Form.
• Ensure team members prepare and compile Method of Procedure (MoPs) for emergency and preventive maintenance activities, and review service-related client notifications.
• Attend onboarding meetings with TSM team members for new customers to the facility.
• Support Account Managers (AM) with orders, quotations, proposals and revenue collection where applicable.
• Conducts regular internal service review meetings with the team and ensure health reports are compiled and submitted timely.
• Troubleshoots and resolves issues and ensure timely closure by utilising both customers and internal resources.
• Mentor and develop service management team by recruiting and developing TSM members and nurture an environment where they can excel through encouragement and empowerment. Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of the team.
• Conduct annual reviews of SOP, customer guides and manuals internal, and suggest or implement improvements where necessary. Support DCSAM in the company's annual Customer Satisfaction (CSAT) survey.
• Perform any other duties or project as assigned by the Management.

• Diploma or bachelor’s degree in a relevant field (e.g., Computer Science, Information Technology, Engineering).
• Possession of CDCP and/or ITIL Certification will be an advantage.
• At least 5-10 years of relevant work experience in data centre services or operations.
• A background in mechanical & electrical (M&E) is an advantage.
• At least 3 years of experience at a managerial level.
• Experiences in handling customer accounts, public relations, and driving customer satisfactions.
• Strong technical knowledge in M&E, Network Critical Infrastructure (CI), and DC facilities-related systems.
• Good communication skills, with the ability to manage customer needs and expectations.
• Proficient in English and Bahasa Malaysia (both written and spoken).
• Proficient in MS Office – Outlook, Excel, Word & PowerPoint.