Manager/Cyber Project Delivery & Assurance, e&, Dubai, UAE

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Job Description

KEY RESPONSIBILITIES

    Manages and coordinates delivery of products, services and solutions to enterprise customers.
    Manages and coordinates the technical complaint handling process to solve customer concerns/ issues in a prompt and efficient way.
    Develops project plan for large projects and manages execution by all concerned internal and external parties to deliver in time and with required quality.
    Follows-up on all delivery related issues and pro-actively reports to KAMs and Sector Managers about current status and potential installation or maintenance concerns.
    Monitors and understands Etisalat’s and customers’ network and infrastructure to ensure its availability for upcoming projects and removes road-blockers for ongoing projects if necessary.
    Establishes, builds and maintains relationships with customer’s respective organization and maintains integrity with all internal and customer related responsibilities.
    Resolves issues or escalates if required and highlights implications to the project deliverables/ outcome.
    Translates and analyzes technical requirements from proposals and contracts and translates them into specific action plans.
    Participates in pre-sales/ bid-management process (as required).
    Communicates effectively to customers about installation and maintenance status to manage expectations.
    Maintains permanent relationships with customers and successfully coordinates service delivery related functions.
    Implements service quality standards and practices in compliance with corporate standards, procedures and guidelines.
    Implements, reviews and continuously enhances customer service strategies, procedures and programs to ensure prompt and effective resolution of all customer related issues and concerns.
    Develops and evaluates service delivery KPIs to monitor customer support effectiveness and service quality.
    Manages, monitors and evaluates the section’s on-going performance and quality of its output and services.
    Provides clear direction, sets targets, prioritizes tasks and assigns responsibilities for the Service Delivery team.

 

QUALIFICATIONS & EXPERIENCE

    Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
    5+ years of experience in IT service management and delivery, with at least 5 years in a leadership role.
     

Responsibilities
Key Responsibilities :
Qualifications
Qualifications & Experience  :








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