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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

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.

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Next Steps

Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre-screening conversation, interviews and or assessments.

At CelcomDigi, we aspire to be Malaysia’s leading telco-tech company — the nation’s digital growth engine — powering transformation through 5G, AI, and innovation that impacts over 20 million customers. Here, your role goes beyond work. It’s about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence. Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you’ll have the opportunity to innovate responsibly and create digital solutions that truly make a difference. If you're driven, future focused, and ready to be part of something bigger, we want you on our team.

Let’s advance and inspire Malaysia together! #WeAreCelcomDigi

Follow CelcomDigi on LinkedIn and vote for us as Malaysia’s Most Preferred Employer at the GRADUAN Brand Awards.

CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair.

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