Description:
Responsible for Overseeing and managing service delivery and support operations within UAE, Saudi Arabia and Egypt, ensuring service standards are consistently met and customer satisfaction remains high.
What you'll do!
- Overseeing the day-to-day service operations within the region, ensuring processes run smoothly and efficiently.
- Maintaining team skills matrix and improving cross-product skills for high performing team members
- Reviewing and approving SOW, contracts, cost sheets, and project budgets
- Owning and overseeing all program and service delivery aspects
- Monitoring and ensuring high customer satisfaction and expectations, addressing any significant service issues or complaints escalated within the region
- Monitoring and achieving key performance indicators (KPIs) for the region regarding service delivery, response times, and customer satisfaction
- Developing and managing the regional service budget, ensuring cost-effectiveness while maintaining service quality
- Continuously reviewing and optimizing service processes and workflows within the region for greater efficiency and effectiveness
- Ensuring optimal allocation and utilization of resources, including manpower, equipment, and tools, within the region
- Managing relationships with local partners or third-party service providers, ensuring meeting quality standards and contract terms
- Preparing regular reports and analyses on service performance, customer feedback, and trends, providing insights and recommendations for improvement
- Managing a team of service professionals, providing guidance, support, and performance feedback
- Create and maintain Client relationship and oversee commitments made to the client
- Identify new opportunities for Business growth
- Meet or exceed financial target by owning P&L for assigned region / country
What you should have!- Bachelor of business management or any related field
- 5+ Years of experience in a similar title, preferably with previous experience in UAE and Saudi Arabia Markets
- PMP Or PRINCE2 Practitioner
- Familiarity with service management software or tools.
- Solid understanding of software and the technical aspects of the services provided
- Outstanding Communication skills
- Ability to drive process improvement initiatives and implement best practices to enhance service delivery
- PMP Or PRINCE2 Practitioner