Senior Client Services Manager

Senior Client Services Manager

Managerial Responsibilities:

• Provide input during the development of the department’s strategy, goals, initiatives, and plans and monitor their execution.
• Foster a collaborative culture within the department that encourages the sharing of feedback and insights across different functional areas to enhance client service delivery.
• Initiate and facilitate regular inter-departmental meetings to ensure alignment of objectives and seamless communication regarding client projects and expectations.
• Manage day-to-day activities and operations, recommend potential improvements, and ensure proper documentation and implementation of all policies and procedures.
• Assist in the development of the annual budget, including all financial and staff requirements for the department.
• 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.

Functional Responsibilities:

• Facilitate and coordinate internal technical professionals and provide leadership to achieve client satisfaction and operational excellence.
• Develop and maintain strong relationships with clients, ensure that their needs are being met and expectations are exceeded.
• 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.
• 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.
• 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.
• 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.
• Champion the voice of the client within MEEZA, ensuring that client feedback and satisfaction are integral metrics in organizational performance assessments and strategy development.
• Collaborate with cross-functional teams to ensure timely delivery of client projects and resolve any technical or operational issues.
• Identify opportunities to enhance client solutions, optimize service delivery, and improve team efficiency.
• Develop and monitor key performance indicators (KPIs) to measure and analyze the effectiveness of the team's performance and make recommendations for improvement.
• Monitor the delivery of services to ensure that they meet agreed-upon service levels by tracking incidents, requests, and changes to services.
• Coordinate incident management and problem resolution activities by ensuring that incidents and problems are appropriately escalated and resolved in a timely manner.
• Support the external supplier management process for partners/vendors/suppliers engaged on the named accounts.
• Act as a single point of contact for the delivery process for IT service solutions on the named accounts.
• Publish regular reports/management information on the status of service performance.
• Work with PMO to manage the delivery and implementation of complex technological solutions to clients and subsequent transition to in-life support.
• Stay up to date with industry trends and emerging technologies to ensure MEEZA's offerings remain competitive and innovative.
• Liaises with different departments about client queries to resolve any issues that arise.

Knowledge, Skills & Experience

Academic & Professional Qualifications:

• Bachelor's degree in Business, Engineering, Information Systems, or equivalent.
• Certifications in ITIL and Project Management (Prince2 or PMP) are desirable.

Experience:

• 12+ years of experience in client services or a related field, with a proven track record in managing and growing client relationships.
• Experience in working collaboratively with cross-functional teams and managing stakeholders at various levels within and outside the organization.
• Demonstrated success in driving customer satisfaction and delivering value-added services in a technology-driven environment.

Skills and Requirements:

• Commercial awareness to understand the business implications of technical service delivery and to identify opportunities for expanding client engagements.
• Ability to translate client feedback into actionable insights for continuous improvement in service delivery and client satisfaction.
• Strong communication skills to effectively liaise between clients and internal teams, ensuring a unified approach to delivering client satisfaction.
• Strong people management skills, with a focus on collaborating with and developing others.
• Excellent client relationship management skills to build and maintain strong partnerships with clients, ensuring high satisfaction and retention.
• 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.
• Demonstrated success in the delivery of complex IT solutions for enterprise clients in a multi-tenant organization.
• Strong understanding of enterprise technologies including data centers, WAN/LAN networks, server technologies, applications, and enterprise management systems.
• Experience with client management lifecycles is a distinct advantage.
• Comprehension of technology and process frameworks including LEAN/Six-Sigma, CMMI, TIA-942, Zachman, and The Uptime Institute.
• The role requires a bilingual professional with strong English and Arabic language skills.