Service Manager - EBS, Giza Systems, Riyadh, KSA

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.

https://www.gizasystemscareers.com/en/saudi-arabia/jobs/service-manager-ebs-ksa-4674863/

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