Service Operation Manager
MenaITech
Total years of experience :18 years, 11 Months
Managing PMO
Managing Customer Support department
Managing support agreements and support revenues
Maintaining revenue recognition calculation & Monitoring company revenue
Managing Business Partners support services.
Leading Customer Support & Services Department (Call Center Unit, Technical Support Unit, Customer Relation Unit, and Technical Writing Unit)
Managing Annual support Agreements with all MenaITech clients & Business Partners (Local, Regional, and International).
Configuration & Change Board Member (configuring MenaITech Policies and Procedures, Product Change Management)
Guaranteeing & Measuring Customer Satisfaction.
Responsible for handling all received complaints from MenaITech clients - business partners.
Maintaining a solid business relationship and communication with customers and MenaITech business partners.
Developing & Enabling MenaITech e-support platform.
Guaranteeing of high quality of services to customers and business partners in the areas of application support.
Developing, automating and managing the company’s OLA (Operational Level Agreement) and SLA (Service Level agreement) as per ITIL standards and making sure that it’s aligned to our SLA (Service Level Agreement).
Additional Duties :
Tutor in MenaITech HR management Diploma with cooperation with the University of Jordan.
Marketing and Sales Activities.
HR Auditor.
President of employee’s social committee.
Following up on payments status.
•e-Business (with a specialization on Tourism and
Agrifood);
• e-Learning and Knowledge Management;
• Organizational Networking Analysis;
• Multimedia and Electronic Publishing;
• Collaborative Product Design Management.
Leading Professional Service Department
Project Management
Maintaining a solid business relationship and communication with the customers and MenaITech business partners.
Consulting with clients to analyze and understand functions to be automated, client needs, objectives, desired features, and input and output requirements.
Providing high quality product-related services to customers and business partners in the areas of application implementations.
Following up on projects’ implementation to ensure customer satisfaction.
Preparing evaluations of software, and recommending improvements or upgrades.
Marketing and Sales Activities.
- Leading HR Functional Team to implement MenaITech HRMS in the right manner and maintain customer satisfaction.
- Utilizing all available resources to stay updated and on the edge of technology.
- Maintaining a solid business relationship and communication with the customer.
- Consulting with clients to analyze and understand functions to be automated, client needs, objectives, desired features, and input and output requirements.
- Providing technical assistance by responding to inquiries regarding errors, problems, or questions with the implementation.
- Providing high quality product-related services to customers and business partners in the areas of application implementations.
- Referring major software problems or defective products to the second technical support level.
- Preparing status reports about projects’ implementation status for top management.
- Technical activates by designing integration with other systems (ERP, TA, PM, Websites, Core bank systems), creating reports using Brio tool and views
- Marketing and Sales Activities
- Conducting training on HRMS for MenaITech clients and MenaITech team
- Data Migration Using DTS Tool
- Understanding the business processes involved in customer projects and translating this knowledge into an effective implementation.
- Utilizing all available resources to stay updated and on the edge of technology.
- Maintaining a solid business relationship and communication with the customer.
- Consulting with clients to analyze and understand functions to be automated, client needs, objectives, desired features, and input and output requirements
- Providing technical assistance by responding to inquiries regarding errors, problems, or questions with the implementation.
- Providing high quality product-related services to customers and business partners in the areas of application implementations.
- Following up on project implementation to ensure customer satisfaction.
- Checking system functioning to verify correct operations and detect errors.
- Referring major software problems or defective products to the second technical support level.
- Preparing evaluations of software, and recommending improvements or upgrades.
- Marketing and Sales Activities
- Technical writing.
- Conducting training for clients
- Data Migration Using DTS Tool
This is an International Diploma Program held in cooperation with and under the supervision of Cambridge International College (CIC) in the United Kingdom. It is designed for HR professionals and is a 110-hour program full of real cases, presentations and practical exercises.