Sr. Manager/Service Management

Job Description

To manage the Service Management function ensuring the right level of support and guidance is provided to their direct report Services Managers to better serve their assigned Business Customers.

Implement and maintain a modern client focused and customer centric Service Management environment while continuing to develop and enhance these throughout the life cycle of the services and relationship with customers from onboarding to identifying and supporting further customer engagement and sales opportunities.

To manage the day-to-day account relationship ensuring the provision of a quality, effective and cohesive service management, delivery and support process to Etisalat customer(s) meeting & exceeding their needs, requirements & expectations to have euphoric customer(s) experience

Responsibilities

• Responsible for the leadership of their direct report Service Managers to lead, motivate, develop and manage the performance of direct reports, building a high caliber team with the skills and capabilities needed to deliver the required results
• Encourage an atmosphere of trust, openness and communication and an attitude based on working together and shared objectives Also, proactively look for ways to improve the relationship with customer wherever possible
• Ensure regular visit to the customer premises to strengthen relationship & maintain outstanding communication level with customer
• Ensure alignment of Section strategy with customer strategy & operating model to contribute towards its success.
• Provide leadership on achieving effectiveness and efficiency in the delivery and support of services so as to ensure value for the customer
• Develop and enhance offered services throughout the life cycle of the services and relationship with Clients
• Lead and support critical Missions Operation
• Lead Sensitive Security & Top Critical Projects
• Maintain and improve the quality of the service offered to Top customers via tracking all Network modernization activities for Top customers, maintaining Continuous Service Improvement plan, oversee SIP Implementation & evaluate the effectiveness of deployed improvement.
• Establish and manage a communication framework and ensure that it is effectively used and establish and manage communication flows between customer and Etisalat
• Establish regular internal forums within Etisalat to ensure full alignment among all stakeholders while addressing customer concerns & agree on desired enhancement & improvement plan
• Keep internal key account stakeholders updated with all ongoing engagement topics with customer & ensure circulation of performance dashboard
• Ensure the delivery of all Services within the agreed product KPIs and SLAs
• Ensure section monthly set KPIs are met for high revenue orders, aging orders and orders pending against Service Management team.
• Contribute in Building customized NOCs for Top Customers in alignment with special requirement & signed contract between Etisalat & Customers
• Identify and execute Service Management training plans of direct reports supported with right certification
• Negotiate, approve appropriate service level targets with the customer & how they are monitored & the service review reports frequency and content
• Ensure the Service Catalog that document the services provided to customer and the service quality expectations are properly managed by direct reports
• Support Customer operations using ITIL management cycles i.e. (Event mgt, Incident Mgmt., Problem Mgmt., Change Mgmt., Request Fulfillment, access mgmt., application life cycle mgmt. m& Operation Control)
• Know and understand the process Etisalat teams will use to prioritize service support
• Recognize customer peak work periods, their causes, and potential impact on service levels
• Support direct reports in finalization of performance review reports & ensure a regular forum is maintained by direct reports to go through performance report
• Ensure effective use of advanced tools required for Service Management by direct reports
  
  

Qualifications

• ITIL, Bachelor’s degree in Engineering/ IT/Business / Computer Science
• 10+ years in technical customer care/ service management/delivery in telecommunications or IT industry
  
  

We thank all applicants for their interest, however only those shortlisted for an interview will be contacted. If you have not heard from us within two weeks of your application, please consider your application as unsuccessful.

At e& diversity is our strength and we are committed to creating an inclusive environment for all. We welcome and encourage all people to apply, regardless of gender, background, age and abilities. If you are a person of determination and require an adjustment or accommodation to the selection process, please send your request to DiversityEquity&Inclusion@eand.com