IT Service Manager

6 months ago

مصر, Egypt DHL Full time

**YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.**

Would you like to become part of the world's most international company in the world?

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist

**JOB PURPOSE**:
The IT Service Manager is responsible for overseeing the IT service management operations within the country’s IT department. The IT Service Manager also manages the delivery of IT services to customers and internal stakeholders, ensuring that they meet the agreed service level agreements (SLAs) and quality standards.

**PRINCIPAL ACCOUNTABILITIES**:

- Plan, organize, control and evaluate IT service management operations.
- Execute IT service management projects in line with the organizational IT goals.
- Contract negotiation, problem escalation, etc.
- Ensure SLAs are being met and monitor the performance and availability of IT services.
- Design support processes that foster service improvement and customer satisfaction.
- Manage costs related to the service and ensure financial health.
- Handle any incidents, problems or changes related to IT services and ensure timely resolution.
- Ensure compliance with information security, risk management and quality standards.
- Work with the Regional Service Management Board to ensure user processes are agreed and maintained within all key business domains.
- Define and agree with the country business their IT service requirements; measure, monitor and review with the business their ongoing satisfaction with the delivery of those services.
- Establish and maintain a working relationship with the key representatives of the users of IT services and ensure that the IT services meet user’s needs.
- Manage the IT performance expectations of the business, explaining the cost of providing IT solutions to their issues and support the business to make the service versus cost trade-offs.

**NATURE & SCOPE**

**Skills/Qualifications**:

- Bachelor’s degree in Electronics Engineering, Computer Engineering, Computer Science, Information Systems or related field
- At least 5 years of experience in IT Service Management or related roles
- Knowledge of ITSM frameworks and best practices such as ITIL, COBIT or ISO 20000
- Experience in managing IT services in a global logistics company or similar industry.
- Strong leadership, communication, interpersonal and problem-solving skills
- Ability to work in a fast-paced and dynamic environment.
- Customer-oriented and results-driven mindset

**DIMENSIONS**:

- Customer Base: Management of IT services for many internal stakeholders across various business domains within DHL Express.
- Operational Budget: Control and management of the IT service management operations budget, which includes project funding, service costs, and vendor contracts. The budget responsibility can range significantly but is often in the order of several million dollars annually.
- Project Scope: Execution of multiple IT service management projects simultaneously, aligning with organizational IT goals and business strategy.
- SLA Management: Ensuring that all IT services are delivered according to the agreed service level agreements (SLAs) with the ability to monitor and review performance regularly.
- Vendor Relations: Engaging in contract negotiations and managing relationships with multiple vendors and service providers to ensure service commitments are met.
- Compliance and Standards: Ensuring that all IT operations comply with DHL’s global standards as well as external information security and risk management regulations.
- These dimensions reflect the breadth and scope of responsibilities that an IT Service Manager would typically handle within DHL Express. The role requires a balance between strategic planning and operational excellence to support the company’s dynamic needs.

QUALIFICATIONS, EXPERIENCE AND COMPETENCIES
- Bachelor's degree in Information Technology or a related field
- 1+ years of experience in IT customer support
- Excellent communication and interpersonal skills
- Ability to work independently and as part of a team
- Ability to manage multiple projects and priorities simultaneously

OUR OFFER:
- Strong career support in an international environment.-
- Great culture and colleagues.-
- Multifarious benefit programm.

  • Sales Account Manager

    6 months ago

    مصر, Egypt Dot IT Full time

    Job Responsibilities: - Build relationships with potential clients by seeking out their needs and offering solutions. - Acquire new accounts through inbound leads, cold calling, networking, and social media. - Create, negotiate and close deals with new and existing clients. - Manage key accounts. - Act as a point of contact for clients. - Handle complaints,...

  • Senior Account Manager

    6 months ago

    مصر, Egypt IT VIKINGS Full time

    **What You Will Be Doing** **Act as sales engineer for selling following security solution for multiple vendors**: - Authentications solutions - Forensics Software - Data Security Solutions - Compliance and Audit Solutions - Endpoint and Mobile Security - Network Security - Malware analysis solutions - Establish and maintain executive level relationships...

  • Business Development Coordinator

    6 months ago

    مصر, Egypt Sigma IT Full time

    Experience Needed: 1 to 2 years Technologies: TeleSales / Call Center Job Type: Full Time **Salary**: Confidential, commission Languages: Arabic, English - Location_: Egypt **About the Job**: - Identify, contact and generate leads to gain market share, promote our products & services with prospective customers. - Initiate and develop strong...

  • Business Development Coordinator

    6 months ago

    مصر, Egypt Sigma IT Full time

    -Experience Needed: 1 to 2 years Technologies: TeleSales / Call Center Job Type: Full Time **Salary**: Confidential, commission Languages: Arabic, English - Location_: Egypt **About the Job**: - Identify, contact and generate leads to gain market share, promote our products & services with prospective customers. - Initiate and develop strong...

  • Business Development Coordinator

    6 months ago

    مصر, Egypt Sigma IT Full time

    Experience Needed: - 1 to 2 years - Technologies: - TeleSales / Call Center - Job Type: - Full Time - Salary: - Confidential, commission - Languages: - Arabic, English - Location: - Egypt **About the Job**: - Identify, contact and generate leads to gain market share, promote our products & services _with_ prospective customers. - Initiate and develop...

  • Presales Security Engineer

    6 months ago

    مصر, Egypt IT VIKINGS Full time

    **Requirements**: - BSc. In Engineering or computer science or information security - 3+ years practical experience working with security solutions services - Strong presentation and communication skills - Security - related certificates are plus - Customer-oriented & negotiation skills - Fluent in English **Responsibilities**: - Developing solutions,...

  • IT Service Management

    6 months ago

    مصر, Egypt اورنچ مصر Full time

    About the job It Service Management - Provide 1st level of technical support & Incident management as Ticket creation, update, escalate and close incidents. - Proactive and reactive monitoring of the infrastructure devices / services and alert on performance trends that may adversely affect the service. - Diagnose issues and take preventative steps to clear...

  • Secreatary

    6 months ago

    مصر, Egypt KPMV IT Full time

    We are a prestigious law firm in UAE dedicated to providing exceptional legal services to our clients. We pride ourselves on our commitment to professionalism, integrity, and excellence in all aspects of our work. **Job Description**: **Responsibilities**: - Provide administrative support to lawyers and other legal professionals within the firm. -...

  • Service Excellence Manager

    6 months ago

    مصر, Egypt اورنچ مصر Full time

    About the job Service Excellence Manager - ICT Services and Products **Job Purpose**: As a Service Excellence Manager within our organization focusing on ICT Services and Products, your role is pivotal in ensuring the delivery of high-quality services and products to our esteemed customers. You will lead a team dedicated to evaluating, improving, and...

  • Service Excellence Manager

    7 months ago

    مصر, Egypt Orange Full time

    **Job Purpose**: As a Service Excellence Manager within our organization focusing on ICT Services and Products, your role is pivotal in ensuring the delivery of high-quality services and products to our esteemed customers. You will lead a team dedicated to evaluating, improving, and maintaining service excellence standards, collaborating cross-functionally...

  • Cx & Service Management Manager

    6 months ago

    مصر, Egypt Majid Al Futtaim Full time

    Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region,...

  • Manager Service Delivery

    7 months ago

    مصر, Egypt Speedcast Full time

    Manager Service Delivery The Service Delivery Manager interacts directly with Speedcast’s customers maintaining strong relationship and ensures that a consistent high-quality service is provided. The SDM will oversee the delivery and ongoing performance of Speedcast’s services and related technical support to customers that achieve specific performance...

  • Services Relationship Manager

    6 months ago

    مصر, Egypt Fortinet Full time

    **Mission**: Would you like to join the leading global provider of network security solutions to help strategic accounts optimizing their customer experience? At Fortinet we are looking for a **Service Relationship Manager **to be the voice of the customer within Fortinet. **Objective**: The Service Relationship Manager has a solid technical understanding...

  • Services Relationship Manager

    7 months ago

    مصر, Egypt Fortinet Full time

    **Service Relationship Manager - Fortinet Advanced Support** The Service Relationship Manager’s (SRM) main goal is to build strong pivotal relationships with a select group of strategic customers for the effective delivery of Fortinet’s premium level support services - Advanced Support. The Fortinet SRM is consultative in their approach and works to...

  • Service Operations Manager

    6 months ago

    مصر, Egypt Bühler Full time

    Introduction Bühler Group in Cairo, Egypt is looking for a passionate professional to join our team as Service Operations Manager. This position will be responsible to lead the regional service station and develop the service business in the assigned region. Diversity Tasks - Comprehend the operational requirements and expectations of clients across...

  • Service Delivery Manager

    8 months ago

    مصر, Egypt Philips Full time

    **Job Title**: Service Delivery Manager As a Service Delivery Manager, you will manage all aspects of customer service operations while leading operational teams to achieve business goals and align activities of teams to support business strategy objectives and contribute to business financial commitments. Be responsible for customer satisfaction and...

  • Service Delivery Manager

    7 months ago

    مصر, Egypt Oracle Full time

    Service Delivery Manager-230003QW **Applicants are required to read, write, and speak the following languages***: English, Arabic **Preferred Qualifications** **Service Delivery Manager** To manage and develop the Managed Cloud Services (MCS) relationship with designated account(s) throughout the engagement against the contractual deliverables &...

  • Manager Service Operations

    7 months ago

    مصر, Egypt SITA Switzerland Sarl Full time

    Overview: **_ WELCOME TO SITA_** **Ready to redefine air travel? The journey starts here, with you at SITA.** **_ ABOUT THE ROLE & TEAM:_** - As Manager Service Operations your main responsibility is to ensure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers, perform...

  • Acs Service Manager

    6 months ago

    مصر, Egypt Oracle Full time

    ACS Service Manager -230003MQ **Applicants are required to read, write, and speak the following languages***: English **Preferred Qualifications** A great opportunity to join the rapidly-growing Service Management Support Center team in Oracle ACS. The expertise center delivers service management functions non-technical Incident Management (Service...

  • Acs Service Manager

    6 months ago

    مصر, Egypt Oracle Full time

    ACS Service Manager -230003MR **Applicants are required to read, write, and speak the following languages***: English **Preferred Qualifications** A great opportunity to join the rapidly-growing Service Management Support Center team in Oracle ACS. The expertise center delivers service management functions non-technical Incident Management (Service...