Browse Jobs
For Employers
Post JobLog inGet Started

Client Services Manager

CocaCola
Cairo, Egypt
Posted 4 years ago
89People have clicked1 open position
Search other opportunities

Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:

Skills And Tools:

Job Description

The Client Services Manager (CSM) has direct responsibility for delivering standard and high quality IT products & services for all end-users located in assigned CPS plants. The CSM partners with the local Business Unit to deliver IT products and services for the CPS sites and other TCCC sites as required.

The CSM will engage with the relevant CPS site leadership teams to agree business priorities in the delivery of project and day to day services for the sites. The CSM will also engage with the CPS IT Infrastructure manager to plan and implement IT capital spend projects in line with site master plans and technology roadmaps.

The CSM manages a virtual team of IT associates (internal and contract) across a minimum of 3 locations.

Function Related Activities/Key Responsibilities:

1. Service Management & Measurement: Be responsible for the quality of the delivery of all IT baseline services to service levels i.e.

  • Single point of escalation for all sites under his/her responsibility
  • Clearly communicate the processes, services and value of these to the sites.
  • Ensure that all IT services are agreed, defined and delivered. This includes the handling of VIP (senior management) issues and complaints.
  • Measure and continuously improve these services and report appropriately to the client groups.

2. People leadership for direct reports:

  • Enabling performance, development and career planning and follow-up, feedback/coaching.
  • Management of services contract for contract personnel
  • Business relevant and timely communication with the team

Run routines involving all direct reports, service contracts in order to

  • Follow-up on ticket resolution status in each and every site location of his/her responsibility re. issues affecting VIPs
  • Drive common initiatives to improve IT client services in areas of service desk, desk side support, network, telephony, service requests, IT survey…

3. Business & Technology Improvement Projects:

  • Drive business productivity and collaboration via the use of standard global technologies
  • Proactively identify opportunities to add value to the business through direct engagement with the business at all levels to develop the understanding of how IT collaboration tools can simplify and speed up work.
  • Engage with CPS IT Infrastructure Team in prioritization discussion from an end user perspective
  • Supervise the planning, development and delivery of IT exploitation programs across the sites.
  • Be responsible for the execution (on scope, on time, on budget) of all collaboration and exploitation projects within assigned sites.
  • Track delivered benefits.
  • Assist in the preparation of the capital plan and technology roadmaps
  • Identify IT related needs and implement the best solutions
  • Provides support for shop floor IT hardware, including but not limited to servers, storage, network switches, desktop PCs
  • Assists in the evaluation and selection of solution for Manufacturing Execution Systems. ,
  • Works with local automation team to execute automation projects which require IT inputs

4. Responsibility to comply with Information Risk management procedures including IT audit requirements, Disaster Recovery Procedure and IT Business Continuity Plan, Information Protection Policy, AUP etc.. communication. Responsible for complying with procurement policy requirements and chart of authority approvals

5. Drive efforts of upgrading Data analytics and Industry 4.0 efforts driving and enabling implementation of improvemenet opportunities with the local teams

6. Provide the LT with advice/recommendations related to business improvement and enhancement e.g. new technologies, systems, training and development, etc..

Job Requirements

Education Requirements:

University/Bachelor’s Degree

Related Work Experience:

  • 10+ years in a busy operational IT manufacturing plant environment
  • Building relationships and networks, preferably in a customer facing role
  • Leveraging vendors/internal service providers and matrix organizations for program execution
  • IT program deployment and change management and improvement plans definition and execution in a manufacturing environment
  • Experience of leveraging collaboration technologies
  • Virtual team leadership and people management
  • Experience with SAP and/or Industry 4 and Industrial IOT

Functional Skills:

  • Communication - This is a complex area as communication reaches users in different countries with different cultures. Responsible for communicating IT plans and strategies to relevant CPS site leadership teams in assigned site/country responsibility
  • Analysis/Problem Solving - requires a broad IT knowledge in order to make the assessment of the situation, conduct the appropriate dialogue with specialized teams and develop the relevant client communication
  • Innovation - deployment of new technologies by ensuring the best possible end user experience including relevant training and documentation

Featured Jobs

Similar Jobs

Search other opportunities
JobsIT/Software DevelopmentClient Services Manager