| Job Location | Cairo - Egypt |
| Education | Any Graduation. |
| Salary | Not Mentioned |
| Industry | IT - Software Services |
| Functional Area | Not Mentioned |
about the roleAccountable for IT Service Management. He/ She will take full responsibility for overseeing all aspects of MSI Service Management processes including analysis, planning, and implementation/ maintaining of all areas (CMDB, Incident, Problem, Change, Release, Vendor, Knowledge management, Life Cycle Management and Business continuity).? Overall productivity & profitability of the service management? The service management resource sizing for new business opportunities? Supervision of MSI center Service Management to ensure compliance to performance targets (KPIs) and overall customer satisfaction.? Ensure service management KPIs and CSAT are achieved and on target? Service Management transformation with a more agile approach? Directly manage the day to day activities of MSI center Service Management.? Lead and own the mission, vision, values & outcomes of MSI Service Management with internal teams ( Support center , PMs , Consultants ) and with MSI customers? Developing a go-forward strategy for MSI Service Management.? Formulate, publish & enforce MSI Service Management policies to meet business objectives? Define, maintain and report on SLA compliance and service metrics.? Focuses on aligning IT services with the needs of MSI customers? Coordinates and assigns build and maintenance the knowledge repository.? Design and enforce request handling and escalation policies and procedures? Track and analyze trends in support center and working with appropriate teams to bring about problem resolution and root cause analysis.? Develop various reports to support continuous improvement ideas and decisions? Identify, recommend, develop and implement training programs? Conduct employee performance reviews in accordance with company policy.? Ensure staff engagement and motivation all the time.? Development of staff to ensure skills levels match both current and future requirements? Responsibility for ensuring adherence to company policy, process & procedures.? Attend meeting with GPO to be aware with latest updates about Process and cascade the information to the team
Keyskills :
MSI Center Service Management Team Manager
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