Senior Service Delivery Engineer - KSA
Tafeel -
Riyadh, Saudi ArabiaPosted 3 years ago38Applicants for2 open positions
- 38Viewed
- 8In Consideration
- 22Not Selected
Job Details
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Job Description
We are seeking an experienced to effectively manage clients within a technical services company, facilitating their requests for change, service issues, SLA uptimes, reporting and strengthening the client relationship through the delivery of great service. Service Delivery Engineer are the key account contacts for day to day management of our clients; they will work with the client to provide a consistently high level of service delivery across all areas of business interaction.
- Provide a service plan that manage and aggregate all relevant services.
- Leading service delivery team, managing conflicts and ensuring team’s processes, services and deliverables aligned with contract and are carried out efficiently.
- Manage contract finance, deliverables, budget and collections.
- Determining ways to reduce costs without sacrificing customer satisfaction.
- Asses customer feedback and using experience to establish, improve and refine services.
- Ability to manage conflict and offer suitable resolutions.
- Maintaining positive relationships with customers.
- Be commercially minded and work in close proximity with the account management team to position company strongly for business retention, contract renewal and service extension.
- Have an understanding of both the business and technical aspects of working with the client.
- Be responsive to the client in any and all requests or issues.
- Act as an escalation point for issues reported into the TOC/Technical Teams.
- Provide weekly/monthly client reports on service requests and issues.
- Hold weekly/monthly meetings with client both in person and by conference call. Document meeting minutes and outcomes and ensure actions are completed timely and escalated where needed to line management.
- Ensure all client services are billed correctly with the accounts department
- Help define and improve client SLA’s
- Be the contact point for PMO in case of delays, issues, changes of scope resulting in increased costs etc.
- Scope request deliverables.
- Ensure any change of scope is referred back to the account manager for billable services.
- Provide and or update Forms of Agreement where needed.
- Ensure tasks are allocated and being progressed effectively.
Job Requirements
- Ability to form sound relationships with major accounts and build trust / rapport.
- Ability to work proactively to develop the relationship.
- Ability to respond appropriately to client queries and deal with complaints.
- Ability to anticipate client needs and to exceed expectations.
- Ability to priorities, organize and manage a complex and sometimes conflicting workload, and to work well under pressure.
- Enthusiastic and self-motivated.
- Excellent written communication skills.
- Excellent verbal skills, able to present to peers, client and the business via phone or in person.
- Able to take meeting minutes and provide documentation write ups.
- Presentations and business documentation creation will be required.
- Able to understand profit and loss calculation, calculate margin percentages.
- ITIL knowledge would be of benefit is a plus.
- Previous hands on IT experience would be valuable minimum 8+ years.
