Service Manager

Job description / Role

Job Description
- Oversee the execution of installation and service activities for clients.
- Actively engage in and supervise client training programs.
- Lead and manage a team comprising service engineers and technicians.
- Assign and oversee service tasks, monitor project progress, resolve client issues, and track service status.
- Monitor and manage service and maintenance contracts with clients (Vendor Management).
- Function as the secondary support for highly technical aspects.
- Prepare and submit various documents, including work reports, weekly reports, work orders, and related paperwork.
- Identify and address staff training needs and develop a training plan subject to approval by the Division Manager.
- Evaluate and monitor the performance of service engineers and technicians, submitting performance evaluation reports to the Division Manager.
- Implement measures to safeguard all backups and prevent any potential risks of data loss.
- Investigate and recommend innovative technologies or methodologies to enhance service efficiency and effectiveness.
- Monitor work quality, and provide proper advice for performance improvement, and provide the implementation, maintenance, and functionality of the low current system.
- Provide the appropriate installation, maintenance, and monitoring of systems and provide the appropriate organization and documentation of low current systems.
- Work in the development of current systems (IT infrastructure, network, CCTV, Controller systems, etc.
- Manage the service delivery team to ensure that all incidents and problems assigned are managed effectively and in line with contractual obligations.
- Collaborate with technical design teams to set standards for software, hardware, and security.
- Analyze third-party as well as internal processes and create strategies for service delivery optimization.
- Provide day-to-day support to the incident and problem management process to support service delivery operations.
- Liaise with clients, and internal and Third-Party vendors, as required, in resolving queries and incidents.
- Conduct daily reviews of activities that take place related to SLA and service performance and aged incident progression.
- Ensure adherence to daily, weekly, monthly, and other scheduled routine Managed Services activities.
- Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery.
- Continuously enhance and improve the Service Management Model.
- Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews.
- Recommend methods of improvement and see that actions are implemented on time for service delivery upgrades.
- Provide accurate and regular reports to the management on the performance of the service delivery.
- Develop a deep understanding of projects to gain insights into the scope of service delivery.

Requirements

Personal Skills
- Excellent communication and interpersonal skills.
- Excellent technical report skills.
- Very Good command of English.
- Excellent Leadership skills.

Technical Skills
- Operations Management
- Customer Experience
- Financial Control & Budgeting
- Service Delivery
- Vendor Management
- Process Improvement
- Project Management
- Performance Management
- Team Building
- Pre-Sales
- Training & Development
- Reporting

About the Company

Giza Systems, a leading systems integrator in the MEA region, designs and deploys industry-specific technology solutions for asset-intensive industries such as the telecoms, utilities, oil and gas, hospitality and real estate among other market sectors. We help our clients streamline their operations and businesses through our portfolio of solutions, managed services, and consultancy practice. Our team of 1000 professionals are spread throughout the region with anchor offices in Cairo, Riyadh, Dubai, Doha, Nairobi, Dar-es-Salaam, Abuja, Kampala and New Jersey, allowing us to service an ever-increasing client base in over 40 countries.