Service Delivery Manager

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Date: 21 Nov 2023

Location: Kuala Lumpur, MY

Company: Tetra Pak

Service Delivery Manager


Tetra Pak is looking for a Service Delivery Manager to drive growth, profitability and capabilities in service business Customer Management responsibilities for a large segment of the business in the market area Deploy the portfolio.

You will be based in Kuala Lumpur, Malaysia

What you will do


As our Service Delivery Manager, you will


  • Responsible for the delivery of all after-sales services at customer sites (or remotely), with highest level of service quality, safety and required profitability.

  • You will be Line Manager of the Service Delivery Engineers team. You are responsible for the development and engagement of SDE to achieve World-Class service delivery standard.

  • Accountable to lead, develop and manage the team according to global HR processes and company policies.

  • Ensure team members are fully engaged and is empowered in their daily tasks’ execution. You are expected to provide on site technical support whenever deemed necessary.

  • Lead competence development in collaboration with market stakeholders such as Key Account Team and Training Organization to ensure resource readiness for all current and future activities.

  • Lead resources strategic planning, building the pipeline of talent within own organization to prepare field force career advancements within and outside CSO. Secure capacity and capability to meet customer demands through high service event fulfilment and customer satisfaction.

  • Drive productivity through high rate of SDEs’ utilization.

  • Accountable for all planned and ad-hoc after-sales service activities (e.g.: Issues Resolution, Preventive Maintenance, Machines Installation & Commissioning). Ensure they are executed to a High-Quality standard in line with required procedures, safety standards and regulations.

  • Ensure active presence at customer sites, securing good relationship and partnership with customer’s operations management as well as strong bonding with internal stakeholders.

  • Also act as a Contract Delivery Driver to manage deliveries of Service Agreements to achieve highest customer satisfaction while balancing with desired profitability.

  • Drive customer satisfaction journey through CX program and quality works of Service Engineers.

  • This is a customer-fronting role and will report to Director of Customer Service Operations.

We believe you have


  • Possess minimum Bachelor Degree in Mechanical, Electronics, Electrical Engineering or equivalent. MBA is a plus.

  • Minimum 10 years of working experience, preferable in a food or FMCG manufacturing industry. 

  • Experience handling Tetra Pak or similar food processing and packaging equipment will be an added advantage.

  • Experience working in manufacturing operation will be an added advantage.

  • Posses knowledge in Problem Solving Methodologies, Risk Assessment and is highly data analytical.

  • Strong communication and interpersonal skills.

  • Able to engage with field force and service account teams to provide support and motivation.

  • Experience working with or directing small teams to meet deadlines on tasks.

  • Willing to be customers fronting and is able to convey message well with internal and external stakeholders. Strong communication and presentation skill are required to achieve this objective.

  • Self-starter with high working flexibility that may include after-hours, weekends and Public Holidays whenever needed.

  • High stress tolerance level is mandatory. Able to work well under stressful environment due to uncertainties and ever-changing customer demand.

  • Fluent in English communication. 

Apply now »