This role is for one of our clients.

Our Client is one of the leading software companies in the financial sector in the MENA region

Objective:

Responsible for Overseeing and managing service delivery and support operations within a designated region, ensuring service standards are consistently met, and customer satisfaction remains high, and leading a team of dedicated professionals in delivering and supporting mission-critical solutions to our clients.

What you'll do!

• Overseeing the day-to-day service operations within the region, ensuring processes run smoothly and efficiently.
• Maintaining team skills matrix and improving cross-product skills for team members.
• Reviewing and approving SOW, contracts, cost sheets, and project budgets.
• Owning and overseeing all program delivery aspects.
• Monitoring and ensuring high customer satisfaction and expectation, addressing any significant service issues or complaints escalated within the region.
• monitoring and achieving key performance indicators (KPIs) for the region regarding service delivery, response times, and customer satisfaction.
• Developing and managing the regional service budget, ensuring cost-effectiveness while maintaining service quality.
• Continuously reviewing and optimizing service processes and workflows within the region for greater efficiency and effectiveness.
• Ensuring optimal allocation and utilization of resources, including manpower, equipment, and tools, within the region.
• Managing relationships with local partners or third-party service providers, ensuring meeting quality standards and contract terms.
• Preparing regular reports and analyses on service performance, customer feedback, and trends, providing insights and recommendations for improvement.
• Manage a team of service professionals, providing guidance, support, and performance feedback.

What should you have?

· Bachelor’s degree in Business Management, Operations, or a related field.

· 15+ years of solution delivery experience in the financial industry, including at least 3 years as a service manager or head of PMO or senior management.

· Customer centric focused & service-oriented approach.

· Highly motivated team player with a collaborative working style, capable of working with a diverse team.

· Demonstrated experience in risk management and issue resolution.

· Proven experience in a service management or operations role, preferably at a regional level.

· Solid understanding of the technical aspects of the services provided, enabling effective communication with technicians and customers.

· Experience in driving process improvement initiatives and implementing best practices to enhance service delivery.

· Demonstrated commitment to delivering exceptional customer service and building strong customer relationships.

· Familiarity with service management software or tools.

· Excellent leadership, organizational, interpersonal, and communication skills.

· Excellent English language fluency, Arabic language preferred.

· Experience in UAE or GCC is preferred.