Ts. Saravanan Laxamanan
Johor Bahru
Summary
Seasoned Service Delivery Manager with proven track record in optimising service operations and enhancing customer satisfaction. Demonstrates strong leadership and problem-solving capabilities, driving continuous improvement and operational excellence. Excel at building and maintaining client relationships, ensuring seamless service delivery and alignment with business goals. Skilled in team management, strategic planning, and delivering high-quality solutions.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Tetrapak Malaysia Sdn Bhd
Kuala Lumpur
02.2024 - Current
- Negotiate service level agreements with clients, setting clear expectations for service delivery.
- Developed and monitored service delivery metrics, utilising data to inform strategic decisions and enhance service performance.
- Delivered all after-sales services at customer sites (or remotely) with the highest level of service quality, safety, and required profitability.
- Work to technical and business stakeholders' needs and manage expectations for increased customer satisfaction.
- Developed and engaged SDE to achieve world-class service delivery standard.
- Drove customer satisfaction initiatives through the Customer Experience programme and ensured quality performance of service engineers.
- Implement customer feedback mechanisms, driving continuous improvement in service standards.
- Led competence development initiatives with market stakeholders, including Key Account team and training organisations, to ensure resource readiness for current and future activities.
- Ensure active presence at customer sites, securing good relationship and partnership with customer's operations management as well as strong bonding with internal stakeholders.
- Tailor new ways of working to innovate by continuously reflecting and challenging teams constantly.
- Mentor junior staff, fostering a culture of excellence within the service delivery team.
Country Service Manager
WBGSG Pte Ltd
Singapore & Kuala Lumpur
01.2023 - 09.2023
- Plan and develop sales, manage installation and service operations. Lead, onboard, inspire and manage a team of sales, project, service and admin personnel. Review monthly KPIs and Balanced Score Cards.
- Validate and follow-up all decisions with direct impact on country Profit & Loss. Maintain budgets for managed entity as well as the individual projects it takes on and monitor costs against the budget.
- Hierarchically report to WBG (SG) Pte. Ltd Managing Director in lead, manage and direct business operations of Electromobility (Rail & Road) and Climate Technology products and services throughout the country.
- Act as the main point of contact for customer, and the prevalent authority on all customer issues.
- Ensure that the Ethics & Compliance policy is applied in the country in respect of all business transactions and personal integrity, and that all associated Rules, Procedures and Guidelines are strictly followed.
- Contributed to successful project execution in partnership with project and installation/commissioning team.
Technical Sales & Service Manager
Invenpro M Sdn Bhd
Seri Kembangan, Selangor
01.2022 - 12.2022
- Supported Sales Director during pre-sales process by identifying client pain points and addressing technical queries related to implementation, functionality, and benefits, while preparing RFI, RFP, RFQ, and related documents.
- Travelled to client locations to identify technical challenges, providing tailored solutions and preparing technical recommendations based on application needs.
- Served as technical liaison among customers, engineering, and support teams to facilitate effective communication and problem-solving.
- Lead and manage a team of Project Engineers (x2) and Field Engineers (x12) in preparation of mobilization and execution of installation process. Coordinate and plan resources and subcontractors.
- Work together with the Technical Director and other related stakeholders to manage and resolve all project installation and operational issues in order to complete the project successfully.
- Managed P&L and annual budget for the assigned region. Ensured understanding of product availability, use, benefits, and pricing structure.
- Maintains positive working relationship between client and peers. Maintain complete knowledge and comply with company policies, procedures and standards as well as keeping the information secured.
Assistant Manager, Client Services (Reginal)
Grey Orange Pte Ltd
Singapore
02.2017 - 12.2021
- Provided 24x7 (L1-L3) support remotely and on-site, ensuring adherence to service standards based on SLA, compiling customer feedback, service reports, and updating JIRA, CAPA, RCA, and Confluence.
- Developed and documented service procedures, assembly documents, policies, and standards, ensuring accuracy in customer service records and discussions across APAC.
- Perform and manage installation and commissioning activities, FAT/SAT, UAT tests and provide on-site training to the end users on proper handling and operation of the newly installed automation. Maintain expert level of product knowledge and application to both business and technical users.
- Manage solutions installed at various clients' facilities throughout APAC and South Americas such as AGV/AMR robots, sorter/cross belt conveyors and ASRS solutions.
- Guided and supported a team of 6 engineers in periodic maintenance, troubleshooting systems, and conducting repairs, ensuring performance standards were met by NOC team and site engineers.
Senior Application Engineer
Seagate Technology Pte Ltd
Singapore
01.2008 - 12.2016
- Hands-on experience in both hardware and software troubleshooting related to SCARA/6-axis robots, IAI linear actuators, shuttle, walking beam, smart conveyors and AMHS system.
- Led team on system upgrades, retrofits, troubleshooting, calibration, and refurbishment of material handling robots and automation solutions, ensuring adherence to manuals and procedures.
- Collaborated with equipment owners and vendors to maintain and optimise equipment OEE.
- Managed reports and documentation while maintaining spares and tools efficiently.
- Maintain and record incidents and counter measures taken in JIRA and Confluence team workspace.
Field Service Engineer
Xyratex Technology Pte Ltd
Singapore
04.2005 - 12.2008
- Perform installations, commissioning, validating tests (UAT) and 24x7 service support for test automation solutions, involving SCARA, 6-axis, linear robots.
- Handled field service calls and resolved client issues promptly per SLA, recorded service records, and prepared RCA and CAPA.
- Tested equipment performance and demonstrated operation and servicing of equipment to customer.
- Published user manuals and conducted scheduled training for end users on proper automation use to minimise mishandling.
- Maintained tools, equipment, parts inventory, and machine manuals library to support operational efficiency.
- Travelled extensively attending various projects locations such as UK, USA, Thailand, Philippines, Vietnam and Malaysia.
Field Service Engineer
Xyratex Holdings (UK) Limited
Havant, Hampshire, United Kingdom
12.2003 - 02.2005
- Performed onsite installation, modification, and maintenance of systems and equipment to ensure optimal functionality and performance.
- Provide comprehensive training to client staff on equipment operation and safety protocols.
- Prepare detailed service reports, providing clients with insights into equipment status and needs.
- Delivered customer service by addressing queries and concerns with professionalism and timely solutions.
- Provided follow-up support to enhance customer satisfaction and retention.
Education
MBA - Management
Universiti Tun Razak
Malaysia05-2026
Diploma of Higher Education - Electrical & Electronics Engineering
Tafe College
Seremban, Negeri Sembilan01-1998
Bachelor's of Engineering - Electrical & Electronics Engineering
The Robert Gordon University
Aberdeen, Scotland10-2003
Skills
- Customer Relationship Management
- Service quality standards
- Service improvement
- Project management
- Operational excellence
- Revenue target management
- Strategic planning
- Change management
- Team leadership
- Matrix management
- Motivational leadership
Certification
- Certified Professional Technologist (Ts), Malaysian Board of Technologists (MBOT)
- Qualified Technician, Omron/Adept Scara/eCobra Maintenance
Languages
Tamil, English, Malay
First Language
Indonesian
Intermediate
B1
Portuguese
Beginner
A1
Hobbies and interests
- Hiking
- 4x4 Off-roading
- Gardening
Accomplishments
- Recognised by management for leadership behaviours, leading to increased employee engagement among the team members.
- Enhanced Field Service Management processes, implementing across department for increased productivity and profits.
Timeline
Service Delivery Manager
Tetrapak Malaysia Sdn Bhd
02.2024 - Current
Country Service Manager
WBGSG Pte Ltd
01.2023 - 09.2023
Technical Sales & Service Manager
Invenpro M Sdn Bhd
01.2022 - 12.2022
Assistant Manager, Client Services (Reginal)
Grey Orange Pte Ltd
02.2017 - 12.2021
Senior Application Engineer
Seagate Technology Pte Ltd
01.2008 - 12.2016
Field Service Engineer
Xyratex Technology Pte Ltd
04.2005 - 12.2008
Field Service Engineer
Xyratex Holdings (UK) Limited
12.2003 - 02.2005
MBA - Management
Universiti Tun Razak
Diploma of Higher Education - Electrical & Electronics Engineering
Tafe College
Bachelor's of Engineering - Electrical & Electronics Engineering
The Robert Gordon University