Service Delivery Manager (Cyber security)

We’re Hiring: Service Deliver Manager/CLIENT Success Manager– Cybersecurity Services Location: Kuala Lumpur, Malaysia Experience: 4–7 Years Work Mode: 5 Days WFO Industry: Cybersecurity / Managed Security Services / IT Infrastructure Services. Language: Chinese/Mandrain-speaking candidates required We are looking for a customer-focused Technical Account Manager to manage enterprise customers and ensure successful delivery of cybersecurity and managed IT services. Key Responsibilities * Serve as the primary technical and service contact for assigned customers. * Build and maintain strong relationships with customer IT, Cybersecurity, Infrastructure, Cloud and management teams. * Understand customer environments, business requirements, security objectives and technology roadmaps. * Own the end-to-end customer service experience, from onboarding and transition through steady-state operations. * Coordinate with SOC, Network Security, Cloud, Infrastructure, Service Desk and Engineering teams to ensure effective service delivery. * Monitor and govern SLA, KPI, service availability, incident and service performance against contractual commitments. * Manage customer escalations and ensure timely resolution through the appropriate technical teams. * Coordinate major incidents, RCA discussions, corrective actions and preventive measures with customers. * Conduct regular Service Reviews / Monthly & Quarterly Business Reviews and present service performance to stakeholders. * Track service risks, recurring issues, action items and improvement initiatives. * Identify opportunities for continuous service improvement, automation and operational efficiency. * Support customer onboarding, service transition, implementation and operational handover activities. * Understand cybersecurity services including SOC, SIEM, EDR/XDR, IAM/PAM, Vulnerability Management, DLP, SASE/SSE, Network Security and MDR/MSSP services. *Maintain strong understanding of Cloud, Network, Infrastructure and Application Integration Services. * Work closely with Sales, Presales, Solution Architects and Delivery teams on customer requirements and solution discussions. * Identify opportunities for service expansion, renewals and additional cybersecurity solutions based on customer requirements. * Prepare account reports, service dashboards, risk registers and customer action plans. * Ensure customer expectations, service scope, responsibilities and contractual commitments are clearly aligned. Requirements * 5–7 years of experience in Technical Account Management, Service Delivery, Cybersecurity, Managed Services, IT Services or Technology Consulting. * Strong enterprise customer-facing and stakeholder management experience. * Good understanding of Cybersecurity, Cloud, Network, Infrastructure and Managed Security Services. * Strong knowledge of SLA, KPI, Incident, Problem, Change and Service Management processes. * Ability to understand technical issues and communicate effectively with both technical and business stakeholders. * Strong communication, presentation, escalation management and relationship-building skills. * Experience working with multiple technical teams and third-party technology/service providers. * Chinese language proficiency is mandatory.