8 Service Management jobs in Egypt

The SDM is a key customer facing role:

- She/He will be empowered to transversally lead the delivery of a managed IT services inside and outside OCB and OBS
- Being responsible for building, running and continuously improving the end-to-end delivery model for customized solutions
- SDM leads the following activity domains during the post-sales solution lifecycle: technical domain, service domain and operational domain
- The SDM directs the functions delivering ITIL processes to the solution, including service operation, service management, continuous improvement and third-parties management
- Responsible for the Build to Run handover and internal operational acceptance of new projects
- Responsible for scope management of the solution
- Responsible for Customer Service Improvement Plans and Crisis management
- Accountable for the customer satisfaction
- Accountable for the Quality of Service and SLAs
- Accountable for the cost management of the solution delivery
- Contribute to revenue growth through up-selling opportunities and organic growth management
- Support the sales and pre-sales functions with new projects
- The SDM is a member of key customer and internal governance meetings related to the solution
- Locally reports to the Head of Managed Application in Egypt and centrally reports to the Head of Service Delivery Management (in France)
- When applicable functionally reports to a Program Director for large multi-domain solutions

**about you**:

- Ability to lead transversal teams across large and complex organizations
- Strong knowledge of IT technology and operations
- Expertise in Cloud Technologies (Virtualization, Storage, Backup) is an advantage
- Experience with IT delivery organizations and processes is an advantage
- Knowledge of project finance, P&L and contract/scope management is a plus
- Results oriented
- Leadership, organizational and customer facing skills
- Fluent in English - French is a plus

**additional information**:
**department**:Orange Cloud for Business

**contract**:Regular

**About this opportunity!**

Service Delivery Line Manger is responsible for delivery fulfilment from Service Delivery Domain towards MA/CU. Ensuring efficient and high-quality service delivery from Global Service Delivery Domain.

The SDLM drives delivery effort to make their work more efficient through adequate delivery tools, processes, ways of working, measurements & KPIs, job roles, competence models, supports deployment programs and common structures. SDLM also collaborates to ensure that work is executed within the scope of OHS requirements.

This role works very closely with other Line Managers being a part of Service Area Global Network Deployment (SA GND) community to nurture and grow competence in their respective domains (Implementation Manager & Project Planner). It also should work closely with Service Fulfillment Manager in delivery of projects.

**What you will do**
- Responsible to Build a productive work environment for individuals and own organization.
- Responsible for Line Management of the respective unit (e.g., Annual Salary Review, IPM goal setting & reviews, competence development, STV)
- Accountable for service execution.
- Responsible for delivery fulfilment of services towards MAs/CUs working closely with SFMs (Service Fulfillment Managers managing project deliveries)
- Responsible for own domain Competence & Capability Build through hiring, training & coaching according to dimensioning in alignment with SA Build Strategy and Resource Planning and SA Networks GRM organizations.
- Responsible for domain-based delivery satisfaction, to maintain delivery models, frameworks, job roles, assessments, and strategies.
- Improve and implement Service Based Delivery Strategy.
- Supports resolving of operational escalations.
- Unit employee empowerment and engagement
- Responsible for fulfilling Billability, Utilization & Efficiency targets and financial forecasting and budget fulfilment regarding global deliveries

SD Line Manager main interfaces
- Service Fulfillment Manager (SFMs)
- Other SA GND Functions, Common Supporting Functions, GND Academy
- People, Finance, Communications, Business Operations, OHS, Compliance, etc.

**You will bring**
- M.SC, MBA or equivalent through experience
- Very good people management skills and collaborating across boundaries
- Visionary and can anticipate changes in industry and technology to plan for adapting those in the SA Build
- Minimum of 5+ years in Telecommunication Industry
- Out of which 3+ years in People Management capacity
- 3+ years of implementation management or project planner/project support experience
- Good knowledge about Ericsson Support Tools & Processes.
- Good Knowledge of Financial and Delivery Model
- Collaboration and Communication Skills
- Fundamental Leadership Competence
- Change & Improvement Management Skills
- Deep understanding of NRO implementation management or project planner, project administrator scope of work, processes, models, tools and strategy Creating & Innovating
- Leading, supervising, and responding to change in a high pace environment
- Negotiation & Argumentation Skills, Project Management Skills, Presentation Skills

**Why join Ericsson?**

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´ possible. To build never seen before solutions to some of the world’s toughest problems. You´l be challenged, but you won’t be alone. You´l be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

**What happens once you apply?**

Click Here to find all you need to know about what our typical hiring process looks like.

Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more.

Primary country and city: Egypt (EG) | Egypt : Cairo : Cairo | Egypt : Cairo : Smart Village
Req ID: 723294

**About the role**:
The SDM is a key customer facing role:

- responsible for building, running and continuously improving the end-to-end delivery model for the customer portfolio of service
- Act as single point of contact for the progress of all the activities related to the customer such as RUN, implementation, handover, etc
- leads the following activity domains during the post-sales solution lifecycle:
technical domain, service domain and operational domain

**Key Activities & Deliverables**:
Customer Experience
- Accountable for the customer satisfaction, Improving the Customer Experience & ensuring compliance to the COG
- Build trust and strong relationship with the customer
- Schedule Periodic Business Review with the Account team
- Participate to the customer SteerCo meeting and provide all the required support when needed
- Conduct Service Targets (SLAs) reporting

Technical Management:

- Lead the operational team to proactively solve service performance issues, and conduct the required technical audits
- Schedule a Monthly service review to trigger the needed technical Improvements for the service relying on the customer technical lead, technical operation owner, and solution Experts
- Work closely with the operations teams on the release management and the service rollout

Operations Management
- Trigger the needed operational Actions on behalf of the customer
- Follow up on day-to-day activities and provide all the required support when needed
- Follow up with Service/Application Referent on the Capacity Management Plan
- Act as a validator during CAB meetings
- Follow up on the incident reviews (internal + customer) are done weekly
- Act as crisis Manager during crisis incidents by ensuring the well actions are done by L1, L2, TOO and IM
- Provide monthly dashboard for obsolescence

Cost & Scope Mgmt.
- Identify the opportunities to reduce costs without affecting the customer experience through Capacity Mgmt. & Service Operation Simplification
- Build the Handover to operation checklist and follow-up on the activity

Governance & Continuous Improvement
- Manage Customer Dissatisfaction & Improve the QoS relying on the Process Managers
- Review the operational performance, and trigger the customer service improvement plan whenever needed
- Schedule weekly meeting with the SDM Leader to sync together, get the required consultations and share all the updates such as RUN activities, KPIs, etc
- Provide to SDM Leader the required risks assessments, bottlenecks anticipations and critical issue to maximize the business value

**About you**:
**Education and Experience**:

- Min. 5 years related work experience (Customer Support)
- Certificate is a plus: VCP / EMC / NETAPP
- Relevant experience with leading complex, large scale, IT/technical/engineering programs is a plus

**Technical Knowledge**
- ITIL, Prince2, COBIT, PMP is a plus
- Solid understanding of Orange Business Services solutions
- Understanding of corporate governance within complex organizations

**Soft Skills and Abilities**:

- Proficient English, and French is a must
- Clear Communication Skills with ability to use positive language
- Excellent customer service skills
- Excellent Interpersonal & Collaboration skills.
- Good time management, organizational and leadership skills
- Good Presentation and Communication skills

**Additional information**:
**Department**:
Global Delivery & Operations

L’ambition d’Orange Business est de devenir l’intégrateur réseaux et numérique de référence en Europe, en nous appuyant sur nos forces autour des solutions de connectivité nouvelle génération, du cloud et de la cybersécurité.

Nos 30 000 femmes et hommes présents dans 65 pays, dont chaque voix compte, sont tous animés par la même détermination et le même esprit d’équipe, pour construire les solutions digitales d’aujourd’hui et de demain et créer un impact positif pour nos clients, pour leurs salariés et pour la planète.

Nous offrons des opportunités passionnantes grâce à des projets innovants dans la data et le digital, le cloud, l’IA, la cybersécurité, l’IoT, ou encore le digital workspace et le big data.
- Venez vivre cette aventure avec nous !

**Contract**:
Regular

**Cementing Service Delivery Coordinator**:
Do you enjoy being part of a successful team?

Would you like to take ownership of a team delivering service to our customers?

**Join Our Pressure Pumping Team**

We are the leader in oil & gas industry. Our innovative physical and digital solutions improve efficiency, production and maximize reservoir value. We maintain and run the pressure pumping equipment and services at customer site. We aim to meet clients’ expectations, as part of Baker Hughes operations.

**Partner with the best**

As Service Delivery Coordinator, you'll ensure flawless execution and on time delivery for the assigned projects. You'll coordinate the required job activities to ensure Baker Hughes execute the job in line with ours and customer expectations. You'll work on a team and be required to satisfy our customer requirements.

As a Cementing Service Delivery Coordinator, you will be responsible for:

- Protect the health and safety of our personnel and the environment.
- Conduct all activities in line with our non-negotiables, applicable processes, and cultural pillars.
- Ensuring the assigned contracts/quotes are fully understood and capitalized upon
- Responsible for scheduling and dispatching of resources in line with job requirements.
- Primary contact for client for job preparation, execution and close out, and as such, will manage the relationship to ensure business success for Pressure Pumping
- Be familiar with the assigned client’s process for MOC / escalation to ensure the proper process is followed when there is risk of not achieving the clients’ objectives.
- Ensure invoice is in line with contract/quote, with no revenue leakage and timely collection of cash

**Fuel your passion!**

To be successful in this role you will:

- Bachelor’s degree in engineering or scientific discipline from an accredited university or relevant industry experience within product line
- Have 5+ years of relevant work experience
- Excellent oral and written communication skills
- Interpersonal skills to work well with colleagues and customers across all businesses and cultures
- The ability to manage multiple projects and/or deadlines and have high level of leadership skills.

**Work in a way that works for you**

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

- Normal Working Hours, Sunday to Thursday
- Occasionally remote working or flexing the times you work in the day

**Working with us**

Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.

**Working for you**

Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input. Join us, and you can expect:

- Contemporary work-life balance policies and wellbeing activities
- Comprehensive private medical care options
- Safety net of life insurance and disability programs
- Tailored financial programs
- Additional elected or voluntary benefits

**About Us**:
We are an energy technology company that provides solutions to energy and industrial customers worldwide. Built on a century of experience and conducting business in over 120 countries, our innovative technologies and services are taking energy forward - making it safer, cleaner and more efficient for people and the planet.

**Join Us**:
Are you seeking an opportunity to make a real difference in a company that values innovation and progress? Join us and become part of a team of people who will challenge and inspire you! Let’s come together and take energy forward.

Baker Hughes Company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Service Delivery Manager - Oracle MCS-220001J1

**Applicants are required to read, write, and speak the following languages**: English, Arabic

**Preferred Qualifications**

To manage and develop the Managed Cloud Services (MCS) relationship with designated account(s) throughout the engagement against the contractual deliverables & commercials. To work at a senior level within the customer, become the trusted advisor for the customer, in order to help the customer to maximize their investment in Oracle and represent them across the wider Oracle organization. To drive a high degree of satisfaction and reference ability, to protect and enhance Advances Customer Services (ACS) revenue streams

**Job Description**:
RESPONSIBILITIES:

- Deliver high levels of customer satisfaction
- Establishing the account(s) as a referenceable customer
- Manage the customer in accordance with the contract
- Manage the delivery engagement as defined by MCS processes & tools, including creating and maintaining accurate service documentation
- Co-ordinate the resources required to deliver the service to the allocated customer(s)
- Assuring and improving high quality of MCS service.
- Manage the contractual commercials, ensuring that the margin is maintained & developing plans to improve margin where appropriate
- Manage commercial aspects of the contract such as rebates, storage costs, work packages, etc.
- Assisting in the renewal of MCS contracts and contributing to pre-sales activities
- Develop strategic relationships with senior members i.e. CIO, CTO of the customer management team.
- Represent the customer within Oracle and act as their advocate
- Developing cross-team or 3rd party relationships, and working with these teams in delivering a comprehensive service to the customer
- Developing and maintaining relationships with senior management across Oracle lines of business within the designated account(s)
- Advising the account on the most effective and efficient way to use Oracle services and products
- Establishing and communicating the Oracle service spectrum within the account(s) and identifying potential sales opportunities
- Identifying additional opportunities for customers to engage with Oracle, such as Special Interest Group (SIG), Oracle Customer Advisory Board (OCAB) plus other technical and business events.
- Generate a Project Plan for each project which fully reflects MCS requirements
- Communicate the plan and gain customer and third party buy-in and agreement
- Drive the implementation of the Project Plan
- Monitor and report the progress against the Project Plan

ACCOUNTABILITIES:

- Customer satisfaction and reference ability for the MCS service/contract
- Commercial aspects of the MCS contract, particularly margin
- Monitor support service effort and report against agreed budget(s)
- Delivery of the MCS service components and supporting documentation, particularly 52-week plans, account reviews
- Create and maintain accurate customer information using Customer Intelligence tools
- Produce Project Scope Objectives and Approach that outline the Project Management processes
- Generate & manage work plan, key deliverables, resources required, roles and responsibilities, risks, issues, and dependencies according to MCS standards
- Produce regular and accurate progress reports
- Work with other Oracle lines of business to create and maintain the Account Plan for each relevant account(s)
- Operate in line with Oracle's business processes and procedures

QUALIFICATIONS:

- Proven and significant experience in the IT industry
- Preferable previous Outsourcing/MCS delivery or implementation experience
- Proven track record of building strategic relationships and delivering high levels of customer service
- Proven day-to-day service delivery experience, this should be in current role
- Previous experience of working in a virtual team, and taking the lead role for that team

**Detailed Description and Job Requirements**

This position will be responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle’s products. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle’s products and related implementation services.

**Job**: Support
**Location**: EG-EG,Egypt-Cairo

**Job Type**: Regular Employee Hire
**Organization**: Oracle

Paymentology is creating a "Follow the Sun" approach to our Global Support Services in response to the company's global growth and product expansion.

We are searching for L2 Support Engineers situated in Middle East to ensure that our clients receive outstanding service around the clock and that incoming queries/incidents are resolved quickly.

Tasks

**What you get to do**:

- Provide technical and business-related knowledge to the L1 team to help resolve customer queries, this includes knowledge management (documentation)
- Detect possible service interruptions to our partners and anticipate potential problems
- Root cause analysis (mature problem, configuration, change mgmt., process)
- Analyze service performance trends
- Escalate to appropriate group a detailed issue tracking (ticket), status update to logger (requester)
- Process automation capabilities & detect possible procedural improvements
- Resolve customer queries that have been forwarded by the Level 1 team
- Take ownership by coordinating the feedback to the customer where analysis is required from other implementation and development departments
- Perform customer service monitoring value analysis
- Carry out specific research for technical queries both internal and external
- Coordinate minor configuration changes that must be performed by customers
- Monitoring of specific transactional flows
- Participate in monitoring of internal operational processes
- Creation of system generated alarms to anticipate potential partner service interruptions

**Requirements**:
**What it takes to succeed**:

- Bachelor's Degree in Computer Science or Computer Engineering and/or equivalent working experience.
- 5 plus years of Application/Product support experience
- Passion to engage in solving customer issues and helping them succeed
- A developed approach to troubleshooting customer and technical issues
- Demonstrated success in creative problem solving, finding viable alternative solutions to keep the customer’s issues resolved
- Ability to manage and prioritize daily tasks based on business impact, maintaining focus on service level agreements
- Team player skills to collaborate inside and outside the organization to achieve team and product success
- Open-mindedness, willingness to learn, and ability to fail fast to keep progress moving forward
- Experience with Postman or relevant tools
- Excellent verbal and written communication skills in English - to ensure customer issues and resolutions are understood, translated and documented accurately
- Good Understanding of ISO 8583 messages, payment schemes, VISA and MasterCard
- Working knowledge of Linux Commands, SQL scripts.
- Knowledge on DevOps automation tools is a plus i.e. Jenkins, ELK, DataDog, Terraform etc.

**Benefits**:
**What you can look forward to**:
At Paymentology we value making a difference in the lives of the people who work for us and who live in the communities where we operate. As values are important to us, you can look forward to working alongside fellow Paymentologists, who share these values. You’ll be part of a team that is passionate about making a difference on a global scale

We focus on building strong, diverse teams built from different backgrounds, experiences & identities.

Join the Paymentology team!

Paymentology is an award-winning global Fintech with an enterprise-level, highly scalable, highly secure financial processing system that powers tens of millions of transactions and makes it easy for people to issue, redeem and reconcile prepaid cards all over the world. We have clients in 35+ countries, team members in 30+ countries, and processing 1B+ USD per year transactions.

Leads the assigned team to implement and support the project initiatives
- Works closely with Project Managers to complete delivery tasks delegated by the Project Managers in support of system implementations
- Accountability for all Time projects for France

Service Delivery & Operational Excellence
- Monitors the overall performance of the team of Time Services specialists and experts to achieve SLAs focused in the given region.
- Supports the Payroll and Time Services team and Supplier in completing Time & Attendance operations for the purpose of ensuring the timely and accurate payroll generation
- Ensures compliance in line with Data Privacy and Protection guidelines, and other relevant legislation across Time Services affected statutory payments and across identified geographies

People Management
- Responsible for a team based onsite in Huningue, Les Ulis, Purs and in NGSC Cairo
- Leads, coaches, motivates and develops a team of Time Services specialists and experts utilizing team and individual performance results.
- Practices and establishes a value driven work culture
- Manages workload by allocating team resources in line with peak periods, vaca-tion, etc. (capacity planning)

**Commitment to Diversity & Inclusion**:

- Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve._

**Minimum requirements**
- Fluent in spoken & written French. Good spoken and written skills in English
- Additional language skills in Dutch will be an added advantage
- 5 years of HR Shared Services with exposure in the areas of Employee Life Cycle, Payroll & Time operations preferred
- Overall 8 - 10 years in HR Operations, Min. 5 years of experience working at project within a global organization
- Experience leading a small size teams and people is desired
- Background in HR preferred
- Experience with transformation initiatives and transition projects is preferred
- HRIS / SAP / PS / Kronos / Atoss / WD system knowledge is advantage
- Multiple country HR regulations knowledge is preferred

**Division**

CTS

**Business Unit**

HR NBS

**Country**

Egypt

**Work Location**

Cairo

**Company/Legal Entity**

NOV PHARMA EGY

**Functional Area**

Human Resources

**Job Type**

Full Time

**Employment Type**

Regular

**Shift Work**

No

**Early Talent**

No