Senior Manager Enterprise Service Fulfillment
Du
Total years of experience :17 years, 3 Months
Responsible for development and execution of operational vision, strategic plans, and oversight of service delivery and customer support, managing 500+ professionals across three operation sites including one in-shore and two off-shore. Foster culture of continuous improvement, driving project implementations to enhance the customer experience. Oversee service fulfillment workforce management including forecasting, analysis, scheduling, and management across all queues and lines of business. Manage service delivery performance and quality assurance utilizing standardized metrics and KPIs to measure performance. Ensure delivery of training and maintenance of knowledge management tools, as well as talent retention and development programs to drive employee engagement. Resolve cross-functional gaps across all off-shore partners and UAE-based sites, maintaining consistency in customer touch point levels throughout service delivery locations and environments.
Responsible of the service delivery and trouble ticket resolution of the enterprise fixed customers ensuring processes and capabilities were in place to deliver the best quality of services across all fixed products, including pro-active identification and resolution of critical service delivery and escalations.
Partnered with C-level executives to increase awareness of problems, identifying root causes and proposing solutions. Reviewed and performed data analysis of tracking data to identify problem indicators.
Created strategic plans for new product launches. Drove continuous improvement initiatives, collaborating with stakeholders and business partners to align expectations and obtain buy in and feedback for project scope, methodology, timelines, and deliverables. Performed as subject matter expert delivering direction, coaching, and support to operation stakeholders regarding strategic and operational service fulfillment and assurance best practices.
Overseeing Customer Service delivery, including du fixed line network, and du mobile network. Held responsibility for enterprise sales support, fixed & mobile provisioning. Drove achievement of operational excellence targets including SLAs and KPIs, analyzing performance measurement data and reporting in addition to launching continuous improvement initiatives. Executed tracking and monitoring of customer service delivery turnaround time, quality and accuracy of service delivery provided, and adherence to standardize closure/escalation protocols.
as Engineer enterprise activation voice & Data with EITC/DU Technology-Fixed Operations, Service fulfillment team, Network administrator Engineer with Bin Hafeez Establish Construction Company (information technology department and data center), Support Engineer with Americana Computer system LLC Abu Dhabi (service Assurance and customer support ), Team Leader and sales executive with Iraqi online Internet satellite service( Baghdad), and IT Consultant with Iraqi Part Business Department (IPBD) (Baghdad).