Manager - Service Management Center Specialist - Telecom

Location : Saudi Arabia

Service Management Center Specialist :

Primary responsibility of this role is to continuously improve the quality and customer satisfaction by ensuring a consistent use of best practices and principals for ITC managed customers .

- Elaboration and implementation of strategies for the development of the Service management Center.

- Develops, implements, and maintains effective workflow plans, systems, processes, and procedures to meet the SMC customer service's objectives.

- Constant analysis of the alarms, alerts, Trouble Tickets and based on the analysis recommend solutions and improvements .

- Ensures communication management, supervision of SMC team focusing on improved managed customer's experience and serves as an escalation point within the business area .

- Interface with third party vendors as liaison between client and vendor.

- To be interface for the internal departmental communications.

- Continuous and effective coordination and follow-up with other internal teams (Sales, Presales,PM, IT, Operations, FO, NOC,DNO and TNO) in speeding up the daily operational work.

Experience :

- Minimum 7 Years experience in IT platforms and managed services

- Minimum 4 years of experience in leading and managing Service Management Center. .

- Experienced in routing and switching in enterprise environment.

- Working experience on IT managed services covering Microsoft and Linux servers administration, MS Exchange, Multi vendor Firewall, Storage and Cloud based services .

- Excellent skills in communications, customer-focused, process-oriented and result-driven.

- Working experience on VPS ( Virtual Private Server), VFW ( Virtual Firewall ), SAAS ( Software as a Service ), BAAS ( Backup as a service in a cloud environment .