Head of Customer Service Assurance

Are you ready to get ahead in your career?

• We want to empower you to turn your ambitions into achievements.
• We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
• Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
• To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?​

What Are You Accountable For?

1. Strategic Leadership & Service Assurance Framework

• Define and lead the Service Assurance strategy, structure, and roadmap for Maxis Enterprise.
• Establish governance models, reporting standards, and performance metrics across all service domains.
• Lead a team of Customer Service Assurance professionals, ensuring alignment, capability development, and delivery consistency.
• Act as the executive custodian of enterprise service quality and customer experience performance.

2. Service Quality & Performance Governance

• Oversee end-to-end monitoring of service health, SLA adherence, and customer-impacting trends.
• Drive enterprise-level root cause analysis (RCA), preventive actions, and continuous service improvement initiatives.
• Partner with MSOC, Field Services, and Product teams to ensure service stability and issue resolution discipline.
• Ensure standardized governance reporting and dashboards for leadership visibility and customer assurance.

3. Customer Experience & Advocacy

• Represent the voice of the customer across service operations and enterprise governance forums.
• Drive structured programs for customer satisfaction (CSAT/NPS) improvement and service recovery excellence.
• Engage with senior stakeholders and Service Managers to ensure accountability, empathy, and proactive engagement during escalations.
• Translate customer feedback and service analytics into actionable improvement strategies.

4. Insights, Analytics & Reporting

• Lead the development of enterprise service performance dashboards and analytics to drive visibility and executive decision-making.
• Translate operational data into insights that guide investment, process optimization, and automation priorities.
• Provide periodic updates to leadership on service assurance performance, improvement outcomes, and systemic risk areas.

5. Continuous Improvement & Transformation

• Champion cross-functional Service Improvement Plans (SIPs) and track their effectiveness across all service towers.
• Drive adoption of automation, AI analytics, and proactive monitoring to enhance visibility and reduce manual governance.
• Build a culture of accountability, collaboration, and proactive service assurance across teams.
• Support transformation programs and digital initiatives to improve response, recovery, and customer visibility.

Key Interfaces

• Internal: MSOC, Service Management, Operations, Product, Engineering, Field Service, Customer Experience, and Enterprise Sales teams.
• External: Enterprise customers, vendors, and strategic technology partners.

What do you need to have for the role?

• Bachelor’s Degree in Telecommunications, IT, or Business discipline.
• Minimum 10 years of experience in enterprise service delivery, service assurance, or operations leadership.
• Proven experience in leading cross-functional service performance or governance teams.
• Strong analytical, communication, and stakeholder management skills.
• Deep understanding of ITIL principles and managed service delivery models.
• Familiarity with tools such as ServiceNow, Salesforce, and analytics platforms.
• ITIL certification preferred.

What’s next?

• Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.