Responsibilities:
• Managing Masiya’s Operational Delivery and Support Teams. The teams comprise of technically qualified Delivery and Support Engineers
• Supporting Sales to provide project effort estimates for sales proposals.
• To work with Sales and Commercial teams to ensure Statements of Work for new Projects are agreed with the customer where applicable
• Manage Masiya’s Project Management Office to ensure all projects managed within time and budget constraints in accordance with the contract and statement of work
• Ensuring the appropriate resourcing of all Projects and Support
• Ensuring all Project deliverables (including any training and documentation) are supplied to the Customer in accordance with the contract and statement of work, and that a formal Customer sign-off is provided for each deliverable. Ensure that formal Acceptance is obtained for each Project in accordance with the contract.
• Maintain & develop professional & open relationships with the customer
• Managing the Support Organisation in line with agreed Customer SLA’s which are typically derived from Masiya’s Standard SLA.
• Define and implement resource management strategies (development, mentoring, training, career planning and succession planning) for all allocated resources within the Operations team.
• Represent Masiya as part of the Customer Escalation process for Projects and Support and take appropriate corrective action
• Represent Masiya’s Support and Managed Service teams at customer project meetings to define and implement acceptance criteria for both new and changing services.
Ensure Masiya’s set of performance metrics and service levels are met for new all services and ensure high levels of Customer satisfaction at all times
• Participate in internal & customer end to end user groupsmeetings to improve the efficiency of future deliveries and processes
• Drive continuous improvements to the quality and efficiency of delivery and support
Job Details
| Date Posted: | 2014-01-06 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Technology/IT |
| Company Industry: | Information Technology |
Preferred Candidate
| Career Level: | Mid Career |
| Degree: | Bachelor's degree / higher diploma |
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