Head of Enterprise Support Service

About the job:
The Head of Enterprise Support Service is responsible for leading and managing the support service team and overseeing the overall operations of the enterprise support services department at Zain. The Enterprise Support Service Department Manager is also responsible for setting departmental goals, managing resources, ensuring service excellence, and high customer satisfaction.
Your responsibilities will include but not be limited to:

• Lead, manage, and mentor the support service team, providing guidance, support, and performance feedback.
• Set departmental goals, objectives, and performance targets in alignment with overall company strategies.
• Oversee the provision of level 3 support to enterprise customers, ensuring timely and effective resolution of technical and billing issues.
• Collaborate with cross-functional teams within Zain to resolve customer issues that require escalation.
• Escalate critical issues to appropriate internal teams, such as technical teams, ensuring follow-up and timely resolution.
• Monitor and track the progress of escalated issues, ensuring timely communication with customers and internal stakeholders.
• Ensure the maintenance of accurate and detailed records of customer interactions, issues, and resolutions in the support ticketing system.
• Propose innovative technical solutions to recurring issues and to enhance the operations of ticket handling and workflow management.
• Provide coaching, mentoring, and ongoing training to support service team to enhance their technical skills, product knowledge, and customer service capabilities.

What We Need From You:
To be considered for the position, you will need to meet all of the below requirements:

• Bachelor’s Degree required; master’s in business/MBA preferred in Business, Technology, or a related field/major.
• +3 years experience in a Managerial Role
• Experience in client-facing roles or Account Management roles.

Skills:

• Ability to lead, inspire and motivate stakeholders towards a common goal.
• Ability to efficiently manage one's own time and the time of others.
• Familiarity with business theory and methodology, especially customer value proposition, product (lifecycle) management, pricing, and communication/channel management.
• Ability to troubleshoot problems, analyze large data, perform root cause analysis of issues, and monitor systems.
• Ability to adapt to new digital technologies and trends remaining at the forefront of innovation.
• Excellent written and verbal communication skills.
• Excellent negotiation skills to express ideas and align stakeholders.
• Solid understanding of the telecommunications industry, including the latest technological trends.
• Strong problem-solving skills and the ability to identify and frame key issues.
• Ability to identify, assess, and manage risks.
• Strong organization and project management skills.

Professional Experience:
Managerial role in customer-facing role, preferably for a technology company.