Airport Service Manager

Propel Consult

Bahrain

Posted
Ref: LP127-1988

Job description / Role

Employment: Full Time

• Perform service performance reviews
• Coordinate service delivery in operational phase
• Identify, develop and coordinate change management, including Change Approval when required
• Serve as customer escalation point for fault management and coordinate service restoration
• Own continual service improvement plans (CSIP), leveraging proactive trend analysis
• Report on SLA performance (e.g. during service review meetings)
• Be accountable for the quality of the service delivered for the products within scope, owning actions across multiple teams, both Local and Central, as well as Suppliers
• Review the monthly SM revenue and ensure that all contracted SM related services are correctly billed (recurring and ad-hoc services) and support the resolution of other billing / contract -related issues between the company and the customer
• Contribute to the growth of both the SM revenue and OOB revenue of additional services by engaging with the customer and promoting additional services
• Support the Territory management in revenue pipeline forecasting and management
• Work with Bid Support to help to design the most valuable and competitive service management solution
• Champion' the service models, aiming at increasing revenues
• Propose new service offerings based on the airport customer needs and on the team's capabilities
• Develop a close working relationship with the Account & Management teams, and actively contribute in identifying and winning new customer business opportunities or contract renewals.
• Contribute towards profitably by managing organic revenue growth of the contracted services with our customers.
• Provide support to line management and bid teams in developing customer proposals by identifying any local factors that may impact the operational model and/or associated internal and external costs.
• Manage other client service staff, including third party resources at assigned sites to support the customer(s), and develop the capabilities of the team.

Requirements

• Bachelor's degree in IT, Telecom or Business, or equivalent
• Service Management Certification Level 2 (=ITIL Foundations)
• ITIL Service Management Certification
• Depending on the solution scope of each customer assignment, specific certifications and in-house education is required.
• CIS Education program
• Other CIS certifications (when available)
• EUC certifications (when available)
• ASL certifications (when available)
• 3 years or more experience in a related role, delivering IT services to internal or external customers
• 2 years or more management experience in a customer facing environment, ideally working independently
• 2 years or more experience in Airline / Air Transport industry
• Experience in a complex, multi-cultural, matrix management organization
• Experience of working successfully in a process-oriented environment
• Experience of continuous service improvement methods

About the Company

Propel Consult delivers a service in step with the needs of both our client companies and candidates. Our ability to add value to all levels of recruitment stems from our wholehearted belief in providing a professional service to both parties. We have built relationships with many leading indigenous and mulitnational organisations throughout the Middle East and internationally in countries such as UAE, Qatar, Saudi Arabia, Oman, Bahrain, Kuwait, Egypt and many more. Concentrating our resources has created 5 distinct specialist divisions:

  • Banking & Finance
  • Human Resources
  • Oil & Gas
  • Construction
  • Architecture & Engineering

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