Technical Service Manager E - finance

Employer	E - finance
Job Title	Technical Service Manager
Languages	Arabic, English
Country	Egypt
Job Category	Information Technology
Job Type	Full Time
Description	Definition of service level agreements (SLA’S) related to contracted services. To manage the After Sales technical service team, taking responsibility for service desk, calls management system and supplier management Ensure SLA’s are achieved and client expectations are met (or exceeded). To build services relationships with clients and supplier as well . To ensure that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of after sales service delivery. To provide reports to an agreed schedule (or on request), including management and account performance reports. Attend customer service review meetings; areas covered will include performance reports, service improvements, quality and processes. Continually monitor the performance of the after-sales business and adjust action plans to achieve target growth Work closely with senior management, and other business functions and customers globally to develop customer-satisfying service solutions and sustain after sales service leadership position. Manage any account escalation that may arise . Establish a relationship with the account(s)/supplier (s) in order to encourage participation in development activities Manage the contract or delivery engagement as defined by senior line management. Create and maintain accurate customer information using service desk tools.
Qualifications	At least a basic Engineering degree. 2- At least 7-10 years’ experience in running IT service operations as well as service management programs. 3- Strong analytical skills for solving technical issues with customers, plus the ability to lead and take ownership. 4- Excellent communication, interpersonal and process very good presentations skills. 5- Customer service-oriented 6- Good team player, takes initiative, accepts accountability and has a sense of urgency to make a difference and excel. 7- Knowledge of open platform and network systems. 8- Language Skills: Very Good English skills, verbal and reading/writing. 9- Knowledge of ITIL, ISO and a business process. 10- Experience of managing suppliers in outsourcing contracts
Gender	Any
Experience	10-15 Years.
Salary (L.E.)	Negotiable
Job Contact Person	Ali Eissa
Job Contact Email	Career@efinance.com.eg