Managed Services Operations Manager
Dubai, United Arab Emirates
Job Description
Company Description
CNS is a technology company that powers the future by providing digital solutions essential to support all enterprise and human development. While growing and managing a robust pool of supplier-partners for the benefit of our clients has always been a priority, we are constantly re-inventing ourselves. Founded in 1987 with more than 30 years of experience, CNS employs over 320 employees including more than 250 certified engineers. We offer in-depth expertise and a range of best-in-class products that support the digital transformation of all major industries. With offices in three countries, we have an extensive reach into, and regional knowledge of the Middle East markets. A shift into levering our many years of experience to develop pioneering software in-house will add yet another dimension to our highly innovative solutions-portfolio.
Leads the team by assigning, prioritizing, monitoring, tracking, and coordinating the Customers\xe2\x80\x99 needs to ensure service level agreements are achieved in time. Acts as a Single Point Of Contact (SPOC) for Vendors as well as accountable for managing Customers\xe2\x80\x99 expectations to ensure all Customer needs are handled and resolved with highest quality standards
CNS is a technology company that powers the future by providing digital solutions essential to support all enterprise and human development. While growing and managing a robust pool of supplier-partners for the benefit of our clients has always been a priority, we are constantly re-inventing ourselves. Founded in 1987 with more than 30 years of experience, CNS employs over 320 employees including more than 250 certified engineers. We offer in-depth expertise and a range of best-in-class products that support the digital transformation of all major industries. With offices in three countries, we have an extensive reach into, and regional knowledge of the Middle East markets. A shift into levering our many years of experience to develop pioneering software in-house will add yet another dimension to our highly innovative solutions-portfolio.
Leads the team by assigning, prioritizing, monitoring, tracking, and coordinating the Customers\xe2\x80\x99 needs to ensure service level agreements are achieved in time. Acts as a Single Point Of Contact (SPOC) for Vendors as well as accountable for managing Customers\xe2\x80\x99 expectations to ensure all Customer needs are handled and resolved with highest quality standards
- People Management
- Ensure that appropriate staffing levels are maintained to support attainment of service level objectives
- Supervises Service Desk by identifying and defining schedules, setting priorities, providing direction to ensure service level agreements are maintained
- Ensure that the Service Desk and client processes, policies and procedures are consistently communicated to and followed by the team members
- Monitor and manage performance of the teams as a whole to ensure quality is monitored at all times.
- Operations Management
- Monitor SLA levels and review team\xe2\x80\x99s contribution to ensure all requests are actioned or referred appropriately within agreed timescales.
- Proactively identify and communicate operational and performance issues and propose solutions to Management
- Work with the teams to ensure all issues are addressed, documented and completed
- Manage day-to-day operations and follow-up with suppliers/subcontractors to ensure the completion of services and customer satisfaction.
- Provide regular reports and updates on Service to the Line Manager
- Incident and Problem Management
- Ensure that the Incident and Problem Management processes are followed and all required documentation is regularly updated.
- Ensure that Preventative maintenance cases are logged, tracked and monitored
- Ensure clients are provided efficient and timely first and second level support
- Client Services Management
- Manage escalations and ensure correct assignment of resources and full problem resolution
- Acts as initial point of contact to accommodate call volume, crisis situations and any business impacting opportunities that detract from team\xe2\x80\x99s effectiveness
Qualifications
Additional Information
- Bachelor\xe2\x80\x99s Degree.
- Minimum 6 years\xe2\x80\x99 experience as Senior/Team Lead role in IT or Telecommunication field.
- Manage the team and provide mentoring, coaching & direction setting to team members.
- Regularly makes decisions and takes independent actions on matters directly affecting the quality of service provided.
- Certification in ITIL V3
- Demonstrated knowledge of IT Service Management systems.
- Excellent knowledge of the Microsoft application suite and end user machines
Additional Information
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- Collaborative and innovative work environment.
- Access to cutting-edge technologies.
Beware of fraud agents! do not pay money to get a job
MNCJobsGulf.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.
Related Jobs
-
Multinational Logistics Operations Manager
Aeraifjan, Al Ahmadi, 66, Kuwait
Job Detail
-
Job IdJD1611248
-
IndustryNot mentioned
-
Total Positions1
-
Job Type:Full Time
-
Salary:Not mentioned
-
Employment StatusPermanent
-
Job LocationDubai, United Arab Emirates
-
EducationNot mentioned