IT Leader

Confidential Company - 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

Role and Responsibilities:

  • Serves as the primary contact for the client, and responsible for client IT satisfaction.
  • Consistently provide excellent customer service to the client account(s) as well as represent client needs and goals within the IT organization.
  • Build relationships with clients to encourage new and repeat business opportunities.
  • Build excellent relationships to deliver exceptional IT service to the client. (examples are PE, DPE, IT, Security, PMO,)
  • Provide regular two-way communication between the client and team to provide strong team representation and set proper client expectations.
  • Ensure that client issues are addressed in an efficient and timely manner, and engaging or informing appropriate Call center Management, as required.
  • Responsible for all client IT communications, conflict resolution, outage resolution, and compliance on client deliverables, and to ensure that the project spend is within the contracted cost.
  • Track and report on outages to the client and Call Center Management.
  • Participate in the PD and recovery management of all Sev1 incidents (on-call support 24x7 for Sev1). Escalate for additional Sev1 participation, or Sev1 process assistance, as needed.
  • Ensure the RCA process is adhered to, with the client receiving an RCA within 5 business days.
  • Analyze outage/incident/change, looking for trends, opportunities, and continuous improvement to reduce cost, reduce downtime, and increase customer SAT.
  • Ensures that IT initiatives are met and delivered in a timely manner, and within the prescribed budget.
  • Review all major deliverables to ensure quality standards and client expectations are met.
  • Ensure that all processes and procedures are completed and quality standards are met.
  • Track and report on all client projects/changes/growth.
  • Provide regular input on all IT account activity, including status.
  • Participate in Incident Management.
  • Participate in Change Management, with a focus on the client /CNX requirements, whilst focusing on cost reduction, or increased cost benefits.
  • Chair - Daily/Weekly/Monthly client calls, followed by written minutes and actions.
  • Ensuring meets the client’s contractual requirements (e.g security, audits, BCDR, reporting).
  • Drive IT to cost optimization opportunities in the account without impacting the delivery standards.
  • Assist the transition manager during any new transition or ramp ups.
  • Assist IT solutions in understanding the accounts complexity, AS-IS scenario and long term strategy.
Job Requirements
  • Proven account management or other relevant IT experience (min 5 years)
  • Excellent verbal and written communications skill (English, and native)
  • Experience in delivering client-focused solutions based on customer needs
  • Proven ability to manage multiple projects at a time while paying strict attention to detail
  • Proven ability to handle conflict resolution - across internal Management and Client.
  • Ability to influence effectively at all levels of the organization
  • Proven ability to track/manage/reduce costs.

Soft Skills:

  • Excellent listening, negotiation and presentation skills