Manager Service Assurance

دوام كامل في a Laimoon Verified Company في Qatar

نُشرت يوم June 3, 2024

تفاصيل الوظيفة

Purpose:The role is responsible to strategize and operationally enable the support of all Business Customers services and change requests. The role is also responsible to consistently meet & exceed Ooredoo's Business Customers' expectations as defined in the customer contracts, SLAs and by the telecom's regulator, avoiding any financial penalties. The role involves a high level of operational efficiency and commitment to maintain Ooredoo's leadership status in the market.Functional Context:Ooredoo's Business BU is a critical part of the company's first line customer facing activities for all Business Accounts and has a significant role to play in long term business value creation through product design, achievement of sales revenue, profit and customer satisfaction, as defined in the annual business plans. The department ensures that Ooredoo meets its customer experience targets and obligations in delivery of B2B services as per Ooredoo's commercial commitments which are set out in customer contracts, SLA's and by the telecoms regulator, avoiding any financial penalties but being accountable for any incurred. Undertake regular reviews of the Customer Satisfaction results in order to initiative improvements. The team leads and directs the Delivery and Assurance of the Customer Experience strategy to achieve Ooredoo's long-term technical, strategic, cost containment / reduction and customer satisfaction goals.Role Accountabilities:• Manage a team on all aspects of Service Assurance (Service Desk, Incident/Problem/Change/Quality/SLA Management).• Effectively Manage the Maintenance team, dedicated for B2B customers, for all the Simple and Complex Telecom Products inOoredoo's Portfolio. The products include various Complex products like VPN, Internet VPN, MPLS, IPT, Tetra, Cloud services,managed Services, Managed security, BMS, PRIs, SIP-T and other simple products like Direct Lines, OTV, FBB, MBB etc• Ensure that Ooredoo meets its customer experience targets and obligations in service assurance as per commercialcommitments, which are set out in customer contracts, SLAs and by the telecom's regulator, avoiding any financial penaltiesbut being accountable for any incurred.• Undertake regular reviews of the Customer Satisfaction results to initiate improvements.• Maintain an overview of service activity across the company and work to gain wider knowledge of service issues.• Reviews and analyses existing systems and procedures to ensure optimum use of the technical and manpower resources toachieve the desired goal.• Mobilize the teams, internal and external, to meet quantitative targets (e.g. - mean time to restore, mean time to resolve,SLA & QoS values etc.).• Review team performance and allocation to maintain desired Customer service levels• Manage relationships with internal departments and vendors to ensure the high availability of customer services• Monitor the quality of job and level of the Key-customer satisfaction. Provides periodic guidance to the work-force, based onthe feedback from our Premium customers• Induction, Training and retention of the Service Desk team• Provide periodic statistics and reports to higher management, which indicate any Service Assurance improvements.• Provide Quality and SLA statistics for Customer services to relevant departments (Service Management, Sales)• Periodic reviews with Suppliers along with their SLAs and contractual commitments.Minimum Entry Qualifications:Bachelor's Degree in Business Administration or Computer & Communications or EngineeringMinimum Experience, Essential Knowledge & Skills:10 years' experience in a similar role.Experience in a telecommunications industry of which 4 years managing a Service Assurance team.Knowledge of B2B Telecom products and latest technology trends.Extensive experience in the day-to-day management of a highly-skilled technical work forceExcellent ability to manage multiple high priority efforts/competing priorities and flexibility to adjust to changing requirements, schedules and priorities.Excellent written and verbal communication skills with multiple levels of the organization, including interaction with senior level stakeholders, internal and external.Strong influencing and relationship management skills.Self-driven and resourceful to achieve goals independently as well as take the team to the next level.Ability to understand complex business processes and technical environments.High level of IT literacy.Knowledge of OSS and BSS Applications/ToolsITIL Full lifecycle awareness

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الصفحة الرئيسية قطر Manager Service Assurance

الصفحة الرئيسية قطر Manager Service Assurance

Manager Service Assurance

تفاصيل الوظيفة

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الشركة المعلنة عن الوظيفة

Confidential

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