Service Delivery and Assurance Manager - British

Saudi Networkers Services

Riyadh, Saudi Arabia

Ref: LP085-1111

Job description / Role

Employment: Full Time

Service Delivery and Assurance Manager - British Natives

MAIN OBJECTIVES & FUNCTIONS:

• The Service Desk Manager shall be responsible for the processing and coordination of appropriate and timely responses to incident reports, including channeling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.
• To ensure that customer expectations are met or exceeded.
• Train, coach and mentor Service Desk Operators including career development.
• Oversee staff activities.
• As needed, schedule employees working times and provide backup support.
• Interact with internal and external customers.

SUMMARY OF DUTIES AND RESPONSIBILITIES:

• Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
• Drafts and maintains policy, standards and procedures for the service desk and incident management.
• Schedules the work of service desk staff to meet agreed service levels.
• Ensures that documentation of the supported components are available and in an appropriate form for those providing support.
• Creates and maintains support documentation.
• Receives and handles requests for support following agreed procedures.
• Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate.
• Maintains records and advises relevant persons of actions taken.
• Attend Change Advisory Board meetings.
• Take overall responsibility for incident management and request fulfillment on the Service Desk. This could also be expanded to any other activity taken on by the Service Desk – e.g. monitoring certain classes of event.

Requirements

• Service Delivery and Assurance Manager - British Natives

ESSENTIAL:

• 5 or more years of related technical and managerial experience in a Service desk environment supporting Desktop, Wide Area Network, and Local Area Network equipment;
• Proven work experience as a Service desk manager.
• Hands on experience with Service desk and remote control software.
• Customer-service oriented with a problem-solving attitude.
• Team management skills.
• Excellent written and verbal communications skills.
• Must be fluent in spoken and written English.
• ITIL V3 foundation or Intermediate certified Experience

DESIRABLE:

• Solid technical background with an ability to give instructions to a non-technical audience.
• Knowledge in the use of Remedy v9.x.
• Have knowledge and understanding of the cultural aspects of life in Saudi Arabia.
• To be fluent in spoken and written Arabic.

QUALIFICATIONS:

• Degree in Computer Science, Information Technology or relevant field or equivalent combination of education and experience is required.

About the Company

Saudi Networkers Services, incorporated in 2001 with an aim to provide the world class business and consulting services through a combination of market insight, technical excellence and unrivalled agile methodology.

Our success stems from building strong relationships and trusted partners, which enabled us delivering exceptional services to public sector, as well as some world's leading organizations, in Telecommunication, Information Technology, Cyber Security, Banking, Energy, Utilities and various other industry arenas.

We collaborate closely, ideate that how the work gets done, while working alongside businesses to collaborate on growth and applying breakthrough innovations, that drive exponential impact, managed by teams specialized in their assigned industry sectors.

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