JOB DESCRIPTION

• Ensure the accurate and efficient delivery of customer support services, maintaining high levels of customer satisfaction.
• Achieve and maintain agreed profit margins while meeting all service level agreement (SLA) commitments and fostering customer loyalty.
• Take full ownership of customer issues, managing them through to complete resolution.
• Collaborate with sales and presales teams on projects related to warranty, operations, and maintenance contracts, contributing to pricing, solution design, and service strategy to support increased sales and line-of-business margins.
• Oversee the financial and commercial outcomes of customer support services, ensuring profitability and sustainable service delivery.
• Adhere to established service processes and standards to ensure consistent and high-quality customer experience.
• Serve as the escalation point for major and critical incidents, driving swift restoration of services and resolution of issues.
• Monitor vendor and supplier performance to ensure compliance with contractual obligations, especially regarding incident SLAs, root cause analysis, trend monitoring, and problem management.
• Review delivery partners reports regularly and take corrective action as needed to address performance gaps or issues.

PERSONAL SKILLS

• Very good command of English
• Excellent communication and interpersonal skills
• Excellent leadership and management skills

TECHNICAL SKILLS

• Strong leadership and team management capabilities
• Exceptional problem-solving abilities
• Advanced technical expertise with a strong focus on customer satisfaction
• Excellent analytical skills and a commitment to high-quality standards
• Proficient in creating comprehensive and accurate technical reports
• Proactive decision-making and initiative-taking skills
• Certified in project management
• Solid understanding of ITIL processes and best practices
  Requirements About the company Giza Systems, a leading systems integrator in the MEA region, designs and deploys industry-specific technology solutions for asset-intensive industries such as the telecoms, utilities, oil and gas, hospitality and real estate among other market sectors. We help our clients streamline their operations and businesses through our portfolio of solutions, managed services, and consultancy practice. Our team of 1000 professionals are spread throughout the region with anchor offices in Cairo, Riyadh, Dubai, Doha, Nairobi, Dar-es-Salaam, Abuja, Kampala and New Jersey, allowing us to service an ever-increasing client base in over 40 countries

Please refer the Job description for details