Senior Service Manager
Location: Cairo, Cairo Governorate, Egypt
Requisition Number: 213048
The Senior Service Manager is responsible for the overall management and control of a major Managed Service engagement, driving industry standards and best practices to maximise the efficiency of the service and the value it brings to the customer organisation.
The Service Manager will work collaboratively with stakeholders to implement and drive adoption of service processes and disciplines based on the ITIL framework. They will have a strong background in the provision of technical services in demanding environments with a strong ethos of quality of delivery to high valued customers.
Key Areas of Responsibility
- Management of Service Delivery team incorporating a broad set of skills and seniority
- Management of stakeholders across all levels including top executives of enterprise-grade customers
- Developing and implementing Service management and delivery disciplines within both the Teradata and customer teams
- Responsible for Incident management, driving resolution to meet strict SLA criteria
- Implementation of service governance processes to provide transparency of service delivery to all parties
- Provision of formal service reporting to all stakeholders according to the defined engagement standards
- Defining, prioritising and assigning tasks to the technical teams in collaboration with the key stakeholders
- Mentoring technical leaders in ITSM processes and disciplines
- Strong operational mindset key to maximise service delivery
- Good knowledge of service standards and processes, preferably based on ITIL
- Excellent senior stakeholder management
- ‘Can do’ attitude with strong focus on delivery
- Excellent communicator, both written and oral
- Experience in managing large service engagements for enterprise-grade customers, preferably Governmental
- Ability to work under pressure, supporting and guiding teams in demanding environments
- Knowledge of architectural concepts
- Egyptian National
- Experience in service practice development
- Knowledge of data warehousing principles and techniques
State: Al Qahirah
Community / Marketing Title: Senior Service Manager
Job Category: Customer Support
Teradata is the connected multi-cloud data platform for enterprise analytics company. Our enterprise analytics solve business challenges from start to scale. Only Teradata gives you the flexibility to handle the massive and mixed data workloads of the future, today.
The Teradata Vantage architecture is cloud native, delivered as-a-service, and built on an open ecosystem. These design features make Vantage the ideal platform to optimize price performance in a multi-cloud environment.
Location_formattedLocationLong: Cairo, Al Qahirah EG