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Job Description
- Ensures services delivery with the agreed contractual deliverables and SLA.
- Cooperate with the services’ internal stake holders till success service delivery to the customer.
- Communicate on daily basis with various customers provide the needed support to the customer if required.
- Follow up customers’ incidents with the application support, and application admin teams to ensure application incident solving.
- Apply the escalation process for the critical incidents with the application support, and application admin teams to ensure application incident solving.
- Provide service training to the customer during the service activation if required.
- Builds strong relationships with internal stakeholders and integration teams to ensure that the service delivery is smooth.
- Early engagement in the service changes, and enhancement requirements with coordination of the internal stake holder to insure his understanding of the customer requirements which lead to smooth delivery of the service deliver changes, and enhancement.
- Make recommendations for Service Improvement.
Job Requirements
- Able to demonstrate the ability to undertake the above responsibilities.
- 4-6 years’ experience in the software service delivery.
- A passion for Service Improvement.
- Good knowledge in e-payment, collection , TAX, and customs solutions is preferred.
- Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
- Excellent leadership and people management skills.
- Excellent written and verbal communication skills.
- Willingness to support and mentor junior staff.
- Excellent customer facing/customer service skills.
- Able to work under pressure to meet deadlines.
- Able to demonstrate a high degree of flexibility including shift and out of hours working.
- Excellent organizational skills.
- Able to manage sensitive and sometimes confidential information.
- Self-motivation and able to take responsibility.
- Able to manage and priorities and tasks and time efficiently.
- Able to demonstrate initiative and a proactive approach to daily tasks.
- ITIL certification is preferred.
- Software technical experience is preferred.
