| Service Manager (Professional Services) | |
| du telecom Abu Dhabi, UAE Ref: HP332-186 |
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The RoleThe RoleJob Purpose: To create and manage the client facing relationship by setting and meeting the customers expectations on implementation and Delivery. To act as the point of contact for all the customers service maangent and delivery issues and own until a satisfactory and acceptable resolution has been found and executed. Principal Accountabilities / Key Result Areas: Responsible for the overall ownership in the delivery of customer service and Provide support to the sales team, ensuring all sales and service objectives were met. Managed the needs/requirements of high revenue commercial accounts through extensive follow-up procedures Performed market research surveys on customer needs and requirements Assisted in the development of new policies and procedures Prepared weekly/monthly service reports for the customer and sales management. Generated repeat business through successful client follow-up. Participate in the preparation and presentations of service proposals to customer decision-makers. If necessary, provide service plans with estimated timelines and resource requirements. Take ownership and find a resolution to service issues particularly where they are cross-domain. Interface and manage the deliverables and performance of functional departments within E.I.T.C. Track and report on progress against agreed KPI and service metrics. Finalise detailed reports against agreed Key Performance Indicators. Consult with Account Managers, organise and conduct regular clients sevice review meetings to ensure that the performance and utilization of E.I.T.C. services meets customers’ perception and expectations. Own the preparation and presentations of proposals to customer decision-makers. If necessary, create Service Level Agreements and provide KPI’s. Take ownership of failing performance issues particularly where they are cross-domain and create a comprehensive project plan to track and resolve the issue. Communicate resolution of issue directly to the customer. Implement and manage the Quality Assurance process. Manage performance of external 3rd party suppliers and provider. Seeks to obtain, increase, and maintain profitable revenue streams for E.I.T.C. through the sales, satisfactory implementation and use of products, services and solutions. Advise the sales team regarding new opportunities that may be developed with current clients as well as new prospects. Maintain and own a strong business, professional and sales relationship with executives and functional leaders within assigned client base. Work with clients to understand their goals, resources, and constraints to ensure optimization of services to suit the customer business priorities. Ensures customer satisfaction is maintained at a high level. |
RequirementsRequirementsKnowledge, Skills, Experience and Competencies: Qualification: Graduate with ITIL Certifications Experience: A minimum of 10 years industry experience with at least 3 years in an International IT / Telecommunications organisation. At least 5 years in a client facing Service Management role. Knowledge of LAN/WAN protocols and applications, and familiarity with voice/video/data on fixed and mobile communication services, including service provider communications infrastructure (e.g. Firewalls, IDS, VPNs - incl. MPLS and IPSec, IPLC, Leased Lines). Proven track record in successfully completing projects to timelines & budgets and in customer satisfaction initiatives & customer retention via proactive Service Management. Core Competencies: Outstanding communication skills, including customer presentation and writing skills. Sound knowledge of Telecommunications products and services available to our customers. Ability to generate detailed reports and prepare quality customer presentations which clearly reflect metrics and KPI’s. Good personal effectiveness and flexibility to handle multiple service issues in a manner that is transparent to our customers. Excellent organization skills to support work in a dynamic and fast-paced environment. Self-motivated, including ability to take the initiative and effectively perform tasks under pressure and proactively. Understanding of QA Processes. Peripheral Competencies: ITIL Project Management Service Management Quality Assurance |
About the CompanyAbout the Companydu is the new telecommunication services provider in the UAE. We are an integrated service provider offering voice, data, video and content services over fixed and mobile networks to residential and business customers. du has three broad target segments: Consumers: Focusing on individuals and households by offering mobile and fixed voice calling, Internet, data services and television. Businesses: Focusing on small to very large corporations and government agencies by offering integrated fixed and mobile business solutions including voice, data, content and applications as well as professional services. Carriers: Focusing on providing carrier, international data networks and wholesale services to international operators, multinational corporations and telecom carriers. The needs of our customers are our primary focus. Our aim is to provide new and innovative services that deliver a better customer experience. |
This Position is closed or expired
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