Service Delivery Coordinator, BGT MalaysiaHybrid

Boustead Geospatial Technologies (BGT) is at the forefront of innovation, leveraging advanced spatial intelligence and cutting-edge software to transform industries, organisations and workflows. Founded in 2018, we have rapidly evolved from a start-up into a dynamic enterprise with a diverse team of market strategists, product designers and developers. Our operations span Australia, Singapore and Malaysia, reflecting our commitment to delivering exceptional solutions on a global scale.

About the Role

We are seeking a detail-oriented and proactive Service Delivery Coordinator to support our service operations. Responsibilities include managing the dispatch and assignment of support cases, ensuring smooth workflows using the Jira ticketing system, compiling monthly report data, and assisting with service operations. Additionally, the role involves providing administrative support to the Trainer, including handling registrations, course management, and reporting for billing and credits consumption.

Your key responsibilities will include: 

• Ensure all service requests and incidents are documented and tracked in Incident Management tools, providing updates on status, progress, and resolution.
• Monitor and track service delivery against agreed-upon timelines and service level agreements (SLAs).
• Monitor and assign incoming support requests using Incident Management Tools to the appropriate teams.
• Escalate unresolved issues to senior management and track their resolution.
• Compile and produce regular reports on service delivery metrics, incident resolution, and client satisfaction.
• Assist with student registrations, including course management and scheduling, confirming and notifying of course changes or cancellations, and handling post-training surveys and response collation.
• Assist and support course content preparation/ publication and provision of supporting documentation for billing as requested.
• Occasional internal and/ or client calls or meetings outside of normal working hours depending on client location.

About You

The ideal candidate should be organized, possess strong follow-up skills, and thrive in a fast-paced environment. This role requires close collaboration with internal teams, clients, and stakeholders to ensure timely, efficient, and professional service delivery.

To be successful in this role, you will need:

• Bachelor's degree in IT, Business Administration, or a related field (or equivalent experience).
• Strong proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) for documentation, reporting, and communication.
• Excellent communication skills, both verbal and written, with the ability to interact with both technical and non-technical stakeholders.
• Preferred Experience in service delivery, training coordination, or project management.
• Preferred Experience with Jira or similar ticketing systems, ITIL or other service management frameworks, and familiarity with SLAs and contract management.
• Must hold permanent full time working rights in Malaysia.
• Attitude and behaviour align with BGT’s core values.

Why Boustead Geospatial Technologies?

We’re inclusive and people focused. Our down to earth culture balances work and home life and enables our team to be great at what they do. Our people are important to us, and we offer a number of fantastic benefits including:

• Hybrid working environment.
• Medical Benefits.
• Employee training and continuous development programs with dedicated training and development time to upskill.
• Financially rewarding profit share bonus scheme.
• Staff awards, referral spotter fee, regular events and more.
• Clear pathways to grow your career.

For further details or if you have any questions, please contact us on +61 400 004 332(WhatsApp) or by email at Pwang@bousteadgeospatial.com

We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant.

Please note that Boustead Geospatial Technologies does not accept unsolicited resumes from recruiters or employment agencies.