Posted
Ref: OP758-746
Job description / Role
Job Description
- 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 creating strategies for service delivery optimization.
- Monitor remote and on-site support extended to customers inside/outside Egypt to ensure service delivery and service support processes are on track.
- Provide day-to-day support to the incident and problem management process to support service delivery operations.
- Liaise with clients, 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, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
- Recommend methods of improvement and seeing that actions are implemented on time for service delivery upgrades.
- Provide accurate and regular reports to the management on performance of the service delivery.
Requirements
Personal Skills
- Excellent negotiation skills with a proven track record of securing favorable terms in software licensing and service agreements.
- Outstanding analytical, problem-solving, and organizational skills.
- Effective communication skills, capable of engaging with vendors and internal teams at all levels.
- Excellent negotiation skills with a proven track record of securing favorable terms in software licensing and service agreements.
- Effective communication skills, capable of engaging with vendors and internal teams at all levels.
- Build strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
Technical Skills
- Bachelor's degree in business administration, Supply Chain Management, Information Technology, or a related field.
- Minimum of 5 years of experience in vendor management, preferably with a focus on software and business solutions for the telecommunications industry.
- Demonstrated success in managing relationships with high-profile vendors such as Oracle, Microsoft.
- Strong understanding of telecommunications business solutions, including CRM, billing systems, network management, and analytics platforms.
- Outstanding analytical, problem-solving, and organizational skills.
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.