Service Manager

Job Description

• Ensuring the correct and proper delivery of customer support services to our customers


• Ensuring that agreed margins are achieved whilst delivering Service Level Agreement fulfillment and customer happiness.


• Take ownership of customers issues and follow problems through to resolution


• Guide the sales and presales team in any projects pertaining warranty and operations and maintenance contracts in terms of pricing, selecting and designing the suitable solution.


• Taking ownership of customer service to increase the sales volume LoB Margins


• Responsible for the financial and commercial performance of delivered customer support services


• Ensure that agreed margins are achieved whilst delivering Service Level Agreement fulfillment and customer happiness.


• Follow agreed Services processes and standards


• Act as escalation path for major and critical incidents to ensure service is restored urgently


• Ensure Vendors & suppliers fulfil their contractual obligations, especially regarding SLAs for incidents, root cause analysis, monitoring trends and problem resolution.


• Reviews the delivery reports and addresses issues as appropriate


• Significant experience of leading and managing technical teams in a dynamic fast paced environment


• Leads support teams through effective incident management


• Conducts effective service evaluations and coaches internal technical teams through formal and informal channels


• Lead interrelated warranty and services projects, guide and advise the designated teams through the full process starting from presales activities until the successful delivery of project requirements.


• Keeps track of lessons learned and shares those lessons with team members

Personal Skills

• Excellent communication, interpersonal and negotiation skills.


• Proven administration, problem solving and analytical skills


• Excellent command of English.


• Excellent team leadership

Technical Skills

• Minimum ‎8 -‎12 years of experience in ICT Service Delivery with demonstrable knowledge of methods, techniques and tools for planning and organizing in a relevant field.


• Customer focused, team-worker, who is a flexible, adaptable and able to work with little direct supervision.


• Strong supervision and demonstrated leadership skills are essential.


• Proven experience working and delivering service management practices with an approach of being solution focused through to effective trouble shooting.


• Proven working experience in project management, Project Management Professional (PMP) is preferred


• Excellent technical report writing skills


• Demonstrated knowledge of all support processes and practices.

Education

Bachelor of Engineering with a Specialization in Communication or Computer or
Bachelor of Computer

Job Details

Job Location
Cairo, Egypt
Company Industry
System Integrator
Company Type
Employer (Private Sector)
Job Role
Engineering
Employment Status
Full time
Employment Type
Employee
Job Division
Business Continuity
Project Management

Preferred Candidate

Career Level
Management
Years of Experience
Min: ‎8 Max: ‎12
Degree
Bachelor's degree