Home Jobs in Egypt Jobs in Cairo Service Delivery Manager Jobs in Cairo Service Delivery Manager

Service Delivery Manager

Raya Contact Center

Posted on June 11, 2018

5 - 7 years Cairo - Egypt

Any Nationality

Opening 01

Job Description

Email sent successfully.

Responsible for the quality delivery and customer satisfaction of end-to-end service management within the assigned account
• The Service Delivery Manager is the customer and sales interface for all service delivery solutions.
• Responsible for the management of service delivery, quality and cost optimization, service revenue retention and expansion, billed work, and overall service customer satisfaction.
• Work with their delivery teams to deliver and optimize service offerings and implement initiatives to drive consistent service delivery and portfolio growth throughout the assigned account base meeting and exceeding objectives.
• Responsible for the Quality of Service Delivery throughout assigned account base;
• Serve as the single point of contact for the customer and sales team on all service delivery and customer service related matters and manages all aspects of service delivery operations end to end
• Ensures service delivery is in accordance to contract service level agreements and meets or exceeds customer expectations
• Manage customer expectations by effectively communicating contractual terms
• Conducts service performance reviews with client; evaluates and articulates customer service performance levels related to contractual terms, identifies internal and external opportunities to optimize service, and drives and tracks results against plan
• Responsible for engaging other service delivery teams and work across matrix organizations to optimize service quality and provide solutions to service delivery issues.
• Develop and maintain direct relationships with customers, provide support, information, and guidance
• Understand and work closely with assigned account Systems Engineers in the testing and integration of system hardware and software
• Ensure the successful Integration of new products to the existing service base, partner with the field service delivery teams to ensure service readiness, modify customer contract as required to support new solutions
• Pro actively and expeditiously resolve and communicate customer impact items, follow escalation processes as required
• Maintain quality service by adhering to organizational standards with respect to service offerings
• Maintain knowledge of Diebold Nixdorf Service Portfolios and incorporate them into account service strategy plans
• Maintain accurate customer database in assigned accounts to ensure accurate and quality service response
• Participate in sales and service contract development and implementation
• Responsible for total service revenue and service growth of assigned accounts
• Accountable for timely service renewals consistent with revenue recognition processes and ensures timely, proactive contractual increases (CPI, service adds) are applied.
• Ensure revenue retention and growth tied to maintenance and billed work services
• Partner with Sales, Systems, Service and Support associates to develop strategic plans specific to account base that contribute to the overall success .
• Establishes and maintains a professional working relationship with clients to promote and deliver service opportunities.
• Analyze and provide recommendations on customer equipment coverage and replacement
• Educates field services of contractual performance requirements and pro-actively monitors service delivery to prevent revenue erosion realized from penalties or other items
• Partners with sales and other service delivery partners to expedite revenue generating services and ensure timely billings.
• Accountable for financial management and services cost optimization;
• Financial responsibility for assigned accounts, including forecasts, assist with billing queues and invoice and account receivable issues, providing contract and billed work quotes
• Identify and execute programs to achieve SLAs
• Optimize field and support services resource utilization
• Achieve service call reduction objectives
• Obtain chronic unit reduction objectives
• Achieve overnight down/extended down reduction objectives
• Ensure appropriate call management processes

Call Center / BPO / KPO / Outsourcing

Sales / Business Development

Desired Candidate Profile

Minimum 5 years of call center service delivery experience in an Etisalat Account
• Leadership skills; strategic planning, direction, and execution
• Exceptional communications skills, both written and verbal
• Possess a strong sense of urgency with regard to customer satisfaction
• Strong process management and problem solving skills
• Reporting and data analysis proficiency
• Ability to understand business details, develop strategic plans to drive service improvements
• Encompasses strong sense of Teamwork


Customer service Data analysis Billing Process management Service management Strategic planning Support services Service level Revenue recognition Customer satisfaction


Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information.We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com

Raya Contact Center

About this Company
Headquartered in Cairo, Egypt, yet unrepressed to cover operations in all continents, Raya Holding is an auspicious investment conglomerate managing a diversified investment portfolio. 

View Contact Details
Additional Information Required

Employer has requested some additional information along with your application for this job

Login to Naukrigulf

Continue using

All your activity will remain private