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Job Description
Job brief
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
Responsibilities
- Understanding the business outcomes required from Customer services
- Assisting the Sales Team in establishing Service Agreements and Support Plans
- Working as a member of a team that provides focused customer service.
- Taking the initiative to continually develop local site knowledge, technical expertise and professional skills.
- Manager/Client Service Management in coordination with concerned teams to fulfill the pre-approved request by Change Management in Etisalat/Customer
- 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
- Providing technical guidance to team & possessing deep networking knowledge
Job Requirements
- 5+ years of experience in Service Delivery or management
- Previous experience in Telecom Provider Company is plus
- Excellent client-facing and internal communication skills
- Excellent written and verbal communication skills
- Solid organizational skills including attention to detail and multitasking skills
- Strong working knowledge of Microsoft Office and of project management tools
- BS/BA in a related field
- CCNA certified
- ITIL Certified
- PMP certification is a plus
