Service Operation Manager
SquareOne Technologies
Total years of experience :14 years, 1 Months
- Managing day-to-day activities, analyzing statistics, reading, and writing reports.
- Ability to coordinate business development research.
- Managing more than 400 customers in KSA.
- Managing all contracts renewal in KSA (Riyadh - Jeddah - Dammam).
- Build strong relationship with all customers.
- Manage more than 10 employees in Support team for all products from KSA region.
- Day to day visiting the customers based on our plan to make sure to deliver the best services for them.
- Build Ticketing system to receive any incident and to help us to deliver the best services to the customer in a short period and based on SLA.
- Discuss and sign all contracts with our customers.
- Build our customer service team to help us and contact the customers to make sure that our team deliver the best services to the customer.
- Ability to review the procedure for support and to pinpoint opportunities to develop the efficiency of business.
- Build strong plan before each year to make sure the customers renewed with us without any issue and put the budgetary for support department.
- Effectiveness in time management and the organization of staff.
- Efficiency in communicating complex information to staff at different levels.
- Business management expertise.
- Ability to handle sensitive business information.
- Providing guidance for problems and questions
- Participating in business meetings.
-Handle logging of queries for both customers and employees.
- Stay informed of development in the IT world.
- Maintain right working attitude with other staff.
- Proficiency in management of people and team development
- Deliver the best services to the customer and make sure that the customer happy.
- Good written and verbal communications skills.
- Ability to attend to detail and respond swiftly to work demand.
- Strong ability in business support role and/or in office management role.
- Manage all customers and work to deliver best services for them.
- Follow up on contracts and renewal with all customers for all products.
- Project Support.
- Preliminary Analysis of the client requirements.
- Follow up on the tasks done by the Analysts
- Quality Control of new Development / Modifications related to the project.
- Execute based on the priorities established by the Project Manager.
- Establish and maintain a good relation with clients.
- Communicate and respond to clients queries in a professional and timely manner.
- Work with clients to refine, prioritize and schedule all the Technical Assistant Requests (TAR) as per the Service of Level Agreement (SLA).
- Try to simulate the problem. If unable, escalate to the senior business consultant.
- Respond to customer inquiries. If unable, escalate to the senior business consultant.
- Follow up with the development team for timely resolution of TARs.
- Validate the solution or fix before delivering it to the client.
- Obtain Client approval on the Specifications Report.
- Apply business knowledge to the application and provide necessary information to developers.
- Give advice to the client to optimize the system utilization.
- Preliminary Analysis of the client requirements.
- Follow up on the tasks done by the Analysts
- Quality Control of new Development / Modifications related to the project.
- Execute based on the priorities established by the Project Manager.
- Establish and maintain a good relation with clients.
- Communicate and respond to clients queries in a professional and timely manner.
- Work with clients to refine, prioritize and schedule all the Technical Assistant Requests (TAR) as per the Service of Level Agreement (SLA).
- Try to simulate the problem. If unable, escalate to the senior business consultant.
- Respond to customer inquiries. If unable, escalate to the senior business consultant.
- Follow up with the development team for timely resolution of TARs.
- Validate the solution or fix before delivering it to the client.
- Obtain Client approval on the Specifications Report.
- Apply business knowledge to the application and provide necessary information to developers.
- Give advice to the client to optimize the system utilization.