Service Delivery Manager

Raya Contact Center - Maadi, Cairo

Applicants for
1 open position
Experience Needed:
More than 5 years
Career Level:
Job Type:
Full Time
1 open position
About the Job
  • Responsible for the quality delivery and customer satisfaction of end-to-end service management within the assigned account
  • The Service Delivery Manager is the customer and sales interface for all service delivery solutions.
  • Responsible for the management of service delivery, quality and cost optimization, service revenue retention and expansion, billed work, and overall service customer satisfaction.
  • Work with their delivery teams to deliver and optimize service offerings and implement initiatives to drive consistent service delivery and portfolio growth throughout the assigned account base meeting and exceeding objectives.
  • Responsible for the Quality of Service Delivery throughout assigned account base;
  • Serve as the single point of contact for the customer and sales team on all service delivery and customer service related matters and manages all aspects of service delivery operations end to end
  • Ensures service delivery is in accordance to contract service level agreements and meets or exceeds customer expectations
  • Manage customer expectations by effectively communicating contractual terms
  • Conducts service performance reviews with client; evaluates and articulates customer service performance levels related to contractual terms, identifies internal and external opportunities to optimize service, and drives and tracks results against plan
  • Responsible for engaging other service delivery teams and work across matrix organizations to optimize service quality and provide solutions to service delivery issues.
  • Develop and maintain direct relationships with customers, provide support, information, and guidance
  • Understand and work closely with assigned account Systems Engineers in the testing and integration of system hardware and software
  • Ensure the successful Integration of new products to the existing service base, partner with the field service delivery teams to ensure service readiness, modify customer contract as required to support new solutions
  • Pro actively and expeditiously resolve and communicate customer impact items, follow escalation processes as required
  • Maintain quality service by adhering to organizational standards with respect to service offerings
  • Maintain knowledge of Diebold Nixdorf Service Portfolios and incorporate them into account service strategy plans
  • Maintain accurate customer database in assigned accounts to ensure accurate and quality service response
  • Participate in sales and service contract development and implementation
  • Responsible for total service revenue and service growth of assigned accounts
  • Accountable for timely service renewals consistent with revenue recognition processes and ensures timely, proactive contractual increases (CPI, service adds) are applied.
  • Ensure revenue retention and growth tied to maintenance and billed work services
  • Partner with Sales, Systems, Service and Support associates to develop strategic plans specific to account base that contribute to the overall success .
  • Establishes and maintains a professional working relationship with clients to promote and deliver service opportunities.
  • Analyze and provide recommendations on customer equipment coverage and replacement
  • Educates field services of contractual performance requirements and pro-actively monitors service delivery to prevent revenue erosion realized from penalties or other items
  • Partners with sales and other service delivery partners to expedite revenue generating services and ensure timely billings.
  • Accountable for financial management and services cost optimization;
  • Financial responsibility for assigned accounts, including forecasts, assist with billing queues and invoice and account receivable issues, providing contract and billed work quotes
  • Identify and execute programs to achieve SLAs
  • Optimize field and support services resource utilization
  • Achieve service call reduction objectives
  • Obtain chronic unit reduction objectives
  • Achieve overnight down/extended down reduction objectives
  • Ensure appropriate call management processes
Job Requirements
  • Minimum 5 years of call center service delivery experience in an Etisalat Account
  • Leadership skills; strategic planning, direction, and execution
  • Exceptional communications skills, both written and verbal
  • Possess a strong sense of urgency with regard to customer satisfaction
  • Strong process management and problem solving skills
  • Reporting and data analysis proficiency
  • Ability to understand business details, develop strategic plans to drive service improvements
  • Encompasses strong sense of Teamwork
About this Company

Raya Contact Center is a world-class Business Process Outsourcing Service Provider offering contact center services, back office services, inside sales channel management and professional services. Raya Contact Center with its Call Center services caters to clients, including... (More)

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