Senior Client Services Manager
Managerial Responsibilities:
- Provide input during the development of the department's strategy, goals, initiatives, and plans and monitor their execution.
- Foster a collaborative culture within the department that encourages the sharing of feedback and insights across different functional areas to enhance client service delivery.
- Initiate and facilitate regular inter-departmental meetings to ensure alignment of objectives and seamless communication regarding client projects and expectations.
- Manage day-to-day activities and operations, recommend potential improvements, and ensure proper documentation and implementation of all policies and procedures.
- Assist in the development of the annual budget, including all financial and staff requirements for the department.
- Provide coaching, guidance, and support to employees in the execution of their work and ensure proper knowledge transfer to develop them and improve their performance.
Functional Responsibilities:
- Facilitate and coordinate internal technical professionals and provide leadership to achieve client satisfaction and operational excellence.
- Develop and maintain strong relationships with clients, ensure that their needs are being met and expectations are exceeded.
- Proactively engage with clients to understand their evolving business needs and align MEEZA's services, accordingly, ensuring a proactive, not reactive, approach to client satisfaction.
- Create and utilize client satisfaction metrics and feedback mechanisms to drive continuous improvements in service delivery and share insights with relevant departments to spur organizational learning.
- Engage in strategic discussions with clients to identify new opportunities for service enhancement and collaborate with the Sales and Technical Development teams to realize these opportunities.
- Act as a commercial advocate, ensuring that client engagements are nurtured not just for immediate satisfaction but for long-term value creation and revenue growth.
- Champion the voice of the client within MEEZA, ensuring that client feedback and satisfaction are integral metrics in organizational performance assessments and strategy development.
- Collaborate with cross-functional teams to ensure timely delivery of client projects and resolve any technical or operational issues.
- Identify opportunities to enhance client solutions, optimize service delivery, and improve team efficiency.
- Develop and monitor key performance indicators (KPIs) to measure and analyze the effectiveness of the team's performance and make recommendations for improvement.
- Monitor the delivery of services to ensure that they meet agreed-upon service levels by tracking incidents, requests, and changes to services.
- Coordinate incident management and problem resolution activities by ensuring that incidents and problems are appropriately escalated and resolved in a timely manner.
- Support the external supplier management process for partners/vendors/suppliers engaged on the named accounts.
- Act as a single point of contact for the delivery process for IT service solutions on the named accounts.
- Publish regular reports/management information on the status of service performance.
- Work with PMO to manage the delivery and implementation of complex technological solutions to clients and subsequent transition to in-life support.
- Stay up to date with industry trends and emerging technologies to ensure MEEZA's offerings remain competitive and innovative.
- Liaises with different departments about client queries to resolve any issues that arise.
Knowledge, Skills & Experience
Academic & Professional Qualifications:
- Bachelor's degree in Business, Engineering, Information Systems, or equivalent.
- Certifications in ITIL and Project Management (Prince2 or PMP) are desirable.
Experience:
- 12+ years of experience in client services or a related field, with a proven track record in managing and growing client relationships.
- Experience in working collaboratively with cross-functional teams and managing stakeholders at various levels within and outside the organization.
- Demonstrated success in driving customer satisfaction and delivering value-added services in a technology-driven environment.
Skills and Requirements:
- Commercial awareness to understand the business implications of technical service delivery and to identify opportunities for expanding client engagements.
- Ability to translate client feedback into actionable insights for continuous improvement in service delivery and client satisfaction.
- Strong communication skills to effectively liaise between clients and internal teams, ensuring a unified approach to delivering client satisfaction.
- Strong people management skills, with a focus on collaborating with and developing others.
- Excellent client relationship management skills to build and maintain strong partnerships with clients, ensuring high satisfaction and retention.
- Deep knowledge of IT managed services, industry standards, and best practices to oversee the successful delivery of IT services and address client needs and requirements.
- Demonstrated success in the delivery of complex IT solutions for enterprise clients in a multi-tenant organization.
- Strong understanding of enterprise technologies including data centers, WAN/LAN networks, server technologies, applications, and enterprise management systems.
- Experience with client management lifecycles is a distinct advantage.
- Comprehension of technology and process frameworks including LEAN/Six-Sigma, CMMI, TIA-942, Zachman, and The Uptime Institute.
- The role requires a bilingual professional with strong English and Arabic language skills.
