[ref. b88231202] Manager/Service Management

Job Description

Job Description

To 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. In addition, 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.

• Duties & Responsibilities:

For the assigned customers, the Service Manager will undertake the following key responsibilities:

• Meeting the required customer objectives while evading the risk of service disruption or under-performance.
• Lead and manage day-to-day onsite customer operations including onsite Etisalat team management & performance reporting as applicable.
• Strategy Generation: Gaining an understanding of the customer's strategy/operation & how Etisalat can contribute toward its success.
• Service Portfolio & Demand Management: Outline the opportunities within the account along with the current services. Identify & Maintain the account critical success factors. Establish weekly meetings with internal stakeholders to view and address the engagement with the customer & any support concerns.
• Service Level Management: Negotiate, approve appropriate service level targets with the customer & monitored compliance by presenting service review reports frequently.
• Supplier Management: Manage any third-party contracts within the service to meet the service requirements and SLA
• Incident Management: Responsible of smooth follow up and closure of Incidents in coordination with all Etisalat & customer teams to avoid any SLA breach and to restore service to normal norms at the earliest Page 2 of 3
• Problem Management: In coordination with concerned teams identify Incident root cause, determines a resolution, and then ensures that the incident does not occur again.
• Request Fulfillment Management: In coordination with concerned teams fulfill the customer's service requests.
• Operations Control:
• Provide leadership on achieving effectiveness and efficiency in the delivery and support of services so as to ensure value for the customer.
• Control changes in design, scale, scope and service levels.
• Supporting operations through new models and architectures including managing and leading teams
• Continual Service Improvement:

Works closely with Etisalat support teams to ensure that the team:

• Follows the approved policies and procedures
• Provides services as documented and agreed-to in the Statement of Work
• Meets the agreed service level goals
• Identifies, tracks and resolves all team-related issues e) Meets with customers to ensure that services being provided are meeting their expectations
• Relationship Management:
• Encourage an atmosphere of trust, openness and communication and an attitude based on working together and shared objectives
• Proactively look for ways to improve the relationship wherever possible
• Ensure that all stakeholders (external customers and internal customers) in the arrangement feel that they are involved, that their views are important and that they are acted upon
• Establish and manage a communication framework and ensure that it is used effectively, and establish and manage communication flows between customer and Etisalat, and ensure that they are used
• Manage the dispute resolution process and resolve soft tensions between customer and Etisalat, that is, situations where tension is felt or perceived but no formal issue has yet arisen
• Manage Upwards to ensure that senior management are informed about issues before they escalate, and can intervene as appropriate
• Establish regular reporting procedures, both formal and informal, and ensure that they are used Page 3 of 3
• Organize forums, working groups, seminars, roadshows, training sessions, and other information-sharing activities involving staff from both the customer and the Etisalat side
• Promote understanding of each other's business practices and common techniques
• Ensure regular visit to the customer premises to strengthen relationship & maintain outstanding communication level with customer
• Ensure well documentation of all discussed & agreed items with customer & ensure regular communication on the progress of agreed actions.
• Project Management:
• Develop project plan for large projects and manages execution by all concerned internal and external parties to deliver on time and with required quality.
• Apply Project Management Methodology in any new Project engagement covering the Process groups (Initiating, Planning, Executing, Monitoring & Controlling and Closing) & Knowledge Areas (Integration, Scope, Time, Cost, Quality, Human Resource, Communication, Risk & Procurement).
• Follows-up on all delivery & after sales support related issues and pro-actively reports to customer and line manager about the status and potential installation or maintenance concerns.
• 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.
• Provide performance reports on weekly/monthly/quarterly basis or upon request

• Bachelor's Degree in Engineering/IT
• Mandatory - CCNA, PMP, ITIL V3 Foundation, ITIL OSA, ITIL SS
• Preferred - ITIL Expert, MBA, Marketing, Customer Service.
• 5-6 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&[Confidential Information]