Service Project Manager

Job description

  • Manage teams under Fault Management operations process.
  • Fault Management takes end-to-end responsibility for corrective maintenance of Network problems ensuring trouble tickets are actively managed until resolution to SLA & OLA requirements
  • Identifies a client’s needs.
  • Monitor, control, and support service delivery
  • Manage Customer Expectations
  • Establish and refine delivery processes.
  • Own and lead the execution of delivery, and ITIL processes to improve alignment and business outcomes.
  • Ensure that all delivery processes are efficient and cost-effective.
  • Maintain service support functions.
  • Drive internal and third-party service review meetings covering operation, performance, service improvements, quality and processes.
  • Manage the operation team.
  • Strong interpersonal and leadership skills
  • Be accountable for the quality of Service and performance.
  • Create, monitor, and report on a comprehensive set of metrics and KPIs.
  • Be responsible for Incident/Fault and Problem Management processes
  • Customer Interfacing Fault Management
  • Diagnostics & root cause analysis reporting delivery
  • Trouble Statistic Reporting & Analysis


Qualifications and Skills

  • Able to demonstrate the ability to undertake the above responsibilities
  • A passion for Service Improvement
  • Experienced Service Management professional
  • ITIL Qualified
  • Previous experience as a Team Lead or demonstrable experience in leading virtual teams
  • Experience of managing 3rd parties and 3rd party delivered services
  • Service Management or Support in a large-scale and diverse environment of incident
  • management, escalation procedures and related disciplines
  • Excellent leadership and people management skills
  • Excellent written and verbal communication skills (Arabic and English)
  • Willingness to support and mentor junior staff
  • Excellent customer facing/customer service skills
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility including shift and out of hours working
  • Excellent organizational skills
  • Able to manage sensitive and sometimes confidential information
  • Self-motivation and able to take responsibility
  • Able to manage and prioritize and tasks and time efficiently
Post date: 06 Rabi al-awwal 1446 - Today
Publisher: LinkedIn
Post date: 06 Rabi al-awwal 1446 - Today
Publisher: LinkedIn