Service Manager

4 days ago

مصر, Egypt Giza Systems EG Full time

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.

**Job Details**:
Job Location

Cairo, Egypt

Company Industry

System Integrator

Company Type

Employer (Private Sector)

Job Role

Management

Job Division

EBS
PM

Career Level

Management

Years of Experience

Min: 8

Degree

Bachelor's degree

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