Service Manager

• Oversee the execution of installation and service activities for clients.
• Actively engage in and supervise client training programs.
• Lead and manage a team comprising service engineers and technicians.
• Assign and oversee service tasks, monitor project progress, resolve client issues, and track service status.
• Monitor and manage service and maintenance contracts with clients (Vendor Management).
• Function as the secondary support for highly technical aspects.
• Prepare and submit various documents, including work reports, weekly reports, work orders, and related paperwork.
• Identify and address staff training needs and develop a training plan subject to approval by the Division Manager.
• Evaluate and monitor the performance of service engineers and technicians, submitting performance evaluation reports to the Division Manager.
• Implement measures to safeguard all backups and prevent any potential risks of data loss.
• Investigate and recommend innovative technologies or methodologies to enhance service efficiency and effectiveness.
• Monitor work quality, and provide proper advice for performance improvement, and provide the implementation, maintenance, and functionality of the low current system.
• Provide the appropriate installation, maintenance, and monitoring of systems and provide the appropriate organization and documentation of low current systems.
• Work in the development of current systems (IT infrastructure, network, CCTV, Controller systems, etc.
• 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 create strategies for service delivery optimization.
• Provide day-to-day support to the incident and problem management process to support service delivery operations.
• Liaise with clients, and 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, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews.
• Recommend methods of improvement and see that actions are implemented on time for service delivery upgrades.
• Provide accurate and regular reports to the management on the performance of the service delivery.
• Develop a deep understanding of projects to gain insights into the scope of service delivery.

• Excellent communication and interpersonal skills.
• Excellent technical report skills.
• Very Good command of English.
• Excellent Leadership skills.

• Operations Management
• Customer Experience
• Financial Control & Budgeting
• Service Delivery
• Vendor Management
• Process Improvement
• Project Management
• Performance Management
• Team Building
• Pre-Sales
• Training & Development
• Reporting

Giza Systems