Job Description
Apply current Giza Systems Operational Management Model.
Continuously enhance and improve the Service Management Model
Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
Developing a deep understanding of projects to gain insights into the scope of service delivery
Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
Performance and Quality Management
Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
Providing accurate and regular reports to the management on performance of the service delivery
Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service
Personal Skills
Proficiency in leading both physical and virtual teams
Experience in dealing with third-party-provided services
Operational ability in a diverse, large-scale environment
Exceptional customer-facing skills
In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
Mastery of ITIL (Information Technology Infrastructure Library) principles
Expertise in people management and leadership
Strong organizational skills
Capacity to train and guide junior team members
Ability to manage and prioritize tasks efficiently
Solid resource planning and problem-solving skills
Readiness to demonstrate a proactive attitude
Excellent verbal and written communication skills
Technical Skills
- Collaborating with technical design teams to set standards for software, hardware, and security
- Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles Meeting Support
- Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems
- Collaborate with technical & management teams to enhance and improve the Service Management Model
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