Job closed
Ref: LP085-1031
Job description / Role
• Establish a relationship with clients.
• Administer customer satisfaction surveys and discuss improvement areas with client.
• Customer advocate/escalation point into service delivery team 24 x 7.
• Maintains awareness of all customer projects or changes.
• Participate in SOW reviews.
• Lead critical client escalations (Incident Management).
• Manage customer expectations/relationships.
• Escalate as required within the technical/support teams to ensure assignment of resources to meet SLA compliance.
• Escalate internally to management, levels for awareness.
• Conducts customer and management briefings concerning operational decisions, scheduling requirements.
• Manages the Change Management Process:
• Interlock with Implementation team
• Interlock with Support and Customer Service
• Inform service delivery of changes or maintenance that will affect service
• Partner with Operations Team to address Billing Escalated Issues, Contract / SOW Requests & assist opportunity, Entitlements.
• Service level agreement compliance assurance and present monthly reporting.
• Conduct operation reviews, develop presentation materials as required for both customer facing reports and internal leadership discussions.
• Own Root Cause Analysis document and facilitate technical input and track corrective actions (Problem Management).
• Proficient with service delivery Operations/Processes.
• Understands all aspects of Customer Contract and can articulate to service delivery teams as required.
• Drive Release Management discussions to provide compliance with contractual deliverable or up-sell opportunities.
• Work closely with Service delivery teams and Business teams to ensure contractual obligations are meet while maintaining margins.
Requirements
• 2 years minimum experience working in ITIL roles related to Incident Management, Problem Management, Change Management, Release Management processes.
• Proficient in MS Office applications (Excel, Word, PowerPoint).
• Telecommunications Experience.
• Previous experience in a customer facing role.
• Previous experience in technical role.
• Ability to work across organizational boundaries to drive resolution.
• Knowledge of ITIL and ITSM, ITIL V3 Intermediate certified Experience.
• Valid Driving license
• Fluent in Written and spoken English
• Bachelor Degree in technical field or equivalent technical experience.
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.