Qureos Mentor

MEEZA QSTP

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 Senior Client Services Manager
 
 
 
 Managerial Responsibilities:
 
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 Provide input during the development of the department&rsquo;s strategy, goals, initiatives, and plans and monitor their execution.
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 Foster a collaborative culture within the department that encourages the sharing of feedback and insights across different functional areas to enhance client service delivery.
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 Initiate and facilitate regular inter-departmental meetings to ensure alignment of objectives and seamless communication regarding client projects and expectations.
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 Manage day-to-day activities and operations, recommend potential improvements, and ensure proper documentation and implementation of all policies and procedures.
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 Assist in the development of the annual budget, including all financial and staff requirements for the department.
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 Provide coaching, guidance, and support to employees in the execution of their work and ensure proper knowledge transfer to develop them and improve their performance.
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 Functional Responsibilities:
 
 
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 Facilitate and coordinate internal technical professionals and provide leadership to achieve client satisfaction and operational excellence.
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 Develop and maintain strong relationships with clients, ensure that their needs are being met and expectations are exceeded.
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 Proactively engage with clients to understand their evolving business needs and align MEEZA's services, accordingly, ensuring a proactive, not reactive, approach to client satisfaction.
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 Create and utilize client satisfaction metrics and feedback mechanisms to drive continuous improvements in service delivery and share insights with relevant departments to spur organizational learning.
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 Engage in strategic discussions with clients to identify new opportunities for service enhancement and collaborate with the Sales and Technical Development teams to realize these opportunities.
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 Act as a commercial advocate, ensuring that client engagements are nurtured not just for immediate satisfaction but for long-term value creation and revenue growth.
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 Champion the voice of the client within MEEZA, ensuring that client feedback and satisfaction are integral metrics in organizational performance assessments and strategy development.
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 Collaborate with cross-functional teams to ensure timely delivery of client projects and resolve any technical or operational issues.
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 Identify opportunities to enhance client solutions, optimize service delivery, and improve team efficiency.
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 Develop and monitor key performance indicators (KPIs) to measure and analyze the effectiveness of the team's performance and make recommendations for improvement.
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 Monitor the delivery of services to ensure that they meet agreed-upon service levels by tracking incidents, requests, and changes to services.
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 Coordinate incident management and problem resolution activities by ensuring that incidents and problems are appropriately escalated and resolved in a timely manner.
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 Support the external supplier management process for partners/vendors/suppliers engaged on the named accounts.
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 Act as a single point of contact for the delivery process for IT service solutions on the named accounts.
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 Publish regular reports/management information on the status of service performance.
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 Work with PMO to manage the delivery and implementation of complex technological solutions to clients and subsequent transition to in-life support.
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 Stay up to date with industry trends and emerging technologies to ensure MEEZA's offerings remain competitive and innovative.
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 Liaises with different departments about client queries to resolve any issues that arise.
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 Knowledge, Skills &amp; Experience
 
 
 
 Academic &amp; Professional Qualifications:
 
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 Bachelor's degree in Business, Engineering, Information Systems, or equivalent.
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 Certifications in ITIL and Project Management (Prince2 or PMP) are desirable.
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 Experience:
 
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 12+ years of experience in client services or a related field, with a proven track record in managing and growing client relationships.
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 Experience in working collaboratively with cross-functional teams and managing stakeholders at various levels within and outside the organization.
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 Demonstrated success in driving customer satisfaction and delivering value-added services in a technology-driven environment.
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 Skills and Requirements:
 
 
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 Commercial awareness to understand the business implications of technical service delivery and to identify opportunities for expanding client engagements.
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 Ability to translate client feedback into actionable insights for continuous improvement in service delivery and client satisfaction.
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 Strong communication skills to effectively liaise between clients and internal teams, ensuring a unified approach to delivering client satisfaction.
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 Strong people management skills, with a focus on collaborating with and developing others.
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 Excellent client relationship management skills to build and maintain strong partnerships with clients, ensuring high satisfaction and retention.
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 Deep knowledge of IT managed services, industry standards, and best practices to oversee the successful delivery of IT services and address client needs and requirements.
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 Demonstrated success in the delivery of complex IT solutions for enterprise clients in a multi-tenant organization.
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 Strong understanding of enterprise technologies including data centers, WAN/LAN networks, server technologies, applications, and enterprise management systems.
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 Experience with client management lifecycles is a distinct advantage.
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 Comprehension of technology and process frameworks including LEAN/Six-Sigma, CMMI, TIA-942, Zachman, and The Uptime Institute.
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 The role requires a bilingual professional with strong English and Arabic language skills.
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Senior Client Services Manager

Join MEEZA QSTP and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

MEEZA QSTP

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Senior Client Services Manager