About Tech Mahindra Egypt
Join Tech Mahindra Egypt, a fast-growing global delivery hub providing customer experience, operations, and digital business services to international clients. With two offices across Cairo and a capacity of 1,000+ employees, we offer a dynamic and multicultural environment where talent can learn, grow, and build rewarding careers.
As part of Tech Mahindra's global network spanning 90+ countries and 149,000+ professionals, you'll gain exposure to world-class clients, innovative technologies, and international best practices while delivering exceptional customer experiences.
Role Overview
Tech Mahindra is seeking an experienced and customer-focused Technical Customer Service Senior Manager to join our growing team in Cairo. This role is responsible for ensuring service excellence, driving customer satisfaction, managing strategic customer relationships, and leading continuous improvement initiatives. The successful candidate will serve as a trusted advisor to customers while overseeing the delivery of high-quality service management practices.
Key Responsibilities
Customer Relationship Management
- Serve as the primary point of contact and escalation point for assigned customers.
- Take full accountability for the quality of solutions and services delivered to customers.
- Maintain awareness of customer service performance and overall service management profitability.
- Proactively identify customer needs, opportunities, and areas for growth while strengthening customer relationships with Tech Mahindra.
- Collaborate with Account Teams to support the growth and adoption of Tech Mahindra products and services.
Service Management & Customer Satisfaction
- Develop and manage Service Improvement Plans (SIPs) based on:
- Customer Satisfaction Surveys
- Customer Complaints
- Proactive improvement initiatives
- Ensure customer complaints and service issues are addressed and resolved in a timely and professional manner.
- Prepare and conduct periodic customer service reviews.
- Handle complex customer service issues and non-commercial customer inquiries.
Technical Service Oversight
- Proactively communicate planned service interruptions and maintenance activities to customers and end users.
- Provide capacity analysis, forecasting, and recommendations to support customer operations.
- Lead and review Root Cause Analysis (RCA) activities and communicate customer-facing RCAs as required.
- Manage change requests, implementation tracking, reporting, and billing coordination.
- Ensure the integrity and accuracy of customer information across all applicable systems and tools.
- Provide customers with up-to-date technical documentation, including Customer Operations Guides.
- Ensure all technical documentation is maintained, updated, and readily accessible.
Leadership & Team Development
- Support management through coaching and mentoring Customer Service Managers and team members.
- Develop and deliver induction and onboarding training programs.
- Lead knowledge management initiatives and maintain team knowledge repositories.
- Participate in interviews and selection processes for Customer Service Managers and Customer Service Analysts.
- Drive knowledge ramp-up and capability development for junior team members.
Business Support & Growth
- Support bids, RFP responses, customer presentations, and contract renewal activities.
- Identify and drive Service Management revenue opportunities within existing and prospective customer accounts.
- Contribute to strategic customer success initiatives and continuous service improvement programs.
Qualifications & Experience
- Minimum 10 years of relevant experience in Technical Customer Service, Service Delivery, Customer Success, Service Management, Telecommunications, Managed Services, or related customer-facing technical roles.
- Bachelor's degree in Telecommunications, Information Technology, Computer Science, Engineering, Business Administration, or a related field.
- Proven experience managing enterprise customers and complex service environments.
- Strong understanding of service management principles, customer lifecycle management, and operational excellence.
- Experience handling customer escalations, incident management, change management, and Root Cause Analysis (RCA).
- Excellent stakeholder management, communication, presentation, and negotiation skills.
- Strong analytical and problem-solving abilities with a continuous improvement mindset.
- Demonstrated leadership experience, including coaching, mentoring, and team development.
- Experience supporting RFPs, customer presentations, and contract renewals is highly desirable.
- ITIL Certification (Foundation level or higher) or an equivalent Service Management certification is mandatory.
Why Join Tech Mahindra
- Be part of a global technology leader serving clients across industries worldwide.
- Work in a diverse, collaborative, and high-performing environment.
- Gain exposure to international customers, best practices, and innovative technologies.
- Enjoy opportunities for continuous learning, professional development, and career growth.
- Play a key role in delivering exceptional customer experiences and driving business success.
