Manager / Service Management Design

Job description / Role

The candidate will be working with the Business Team and will be a professional with strong experience in successful implementation of Service Management plans.

Principal Functions:
- Develops End 2 End Business Processes, Policies and Operational KPIs in alignment with key stakeholders (Sales, Marketing, Customer Service, Technology and Corporate Governance). Translates the same into Business requirements for the purpose of developing solutions for the business units involved.
- Manages the implementation and rollout of development projects, in coordination with technology teams, in order to ensure timely completion and compliance to quality standards.
- Engages with the User Acceptance Testing (UAT) and facilitate effective and organized issue resolution. This includes arranging for training of UAT team on the application and/or process change, and management of all phases of testing for the team's supported applications.
- Responsible for the complete cycle of the product including the delivery of user manuals, training sessions and arranging for proper end user support.

Duties & Responsibilities:
- Documents End 2 End Business Processes, Policies and Requirements in alignment with key stakeholders. Translates the same into technical requirements and defines end-to-end technical design & functionality.
- Manages and coordinates the implementation and rollout of the processes and applications in the respective area (Customer Relationship Management, Service Management Design).
- Engages with end users, manages proposed enhancements and plans the implementation and rollout in coordination with the technology teams.
- Manages the implementation and rollout plan, identifies and classifies potential barriers to the implementation and defines alternative solutions or changes if necessary.
- Facilitates the implementation of development projects as per the agreed on process in order to ensure timely completion and compliance to quality standards.
- Coordinates technical realization with IT and Engineering section to realize high-quality technical solutions within time frame and budget through all gates.
- Oversees all aspects of vendor relations effectively in order to ensure that contract finalization, compliance and timely completion and payment are handled smoothly and according to the prescribed procedures and guidelines.
- Engages with the User Acceptance Testing (UAT) and facilitate effective and organized issue resolution.
- Manages the complete cycle of the product including the delivery of user manuals, training sessions and arranging for proper end user support.

Requirements

- Bachelors Degree in Engineering/Computer Science

Mandatory Skill Set:
- Business requirements
- Project Management
- System Integration
- Process Design & Re-engineering
- Supplier Management
- Customer Experience

Preferred Skill Set
- Sales, Marketing & Customer Service concepts & best practices.
- Analytics & Reporting.
- System Development and Integration.
- 4-6 years experience in product development or engineering.

About the Company

Etisalat has been the telecommunications service provider in the UAE since 1976, and has built up a modern telecom infrastructure and established itself as an innovative and reliable operator.

Etisalat stands 140th among the Financial Times Top 500 Corporations in the world in terms of market capitalization, and is ranked by The Middle East magazine as the 6th largest company in the Middle East in terms of capitalization and revenues. The Corporation is the largest contributor outside the oil sector to development programmes of the UAE Federal Government, and is an award-winning socially responsible corporation. Etisalat has also won accolades from across the region for its nationalization programme.