The role holder is responsible for coordinating with internal teams, Managed Services Providers, other sectors, and external stakeholders to maintain service quality through regular alignment meetings and joint reviews. The role holder shall carry out his duties in accordance with the stipulated business policies and procedures.
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Responsibilities
- Act as the primary interface with all sectors involved in service delivery for ‘Special Services’ customers, ensuring seamless communication.
- Build strong relationships with ‘Special Services’ stakeholders through regular updates, service reviews, and proactive communication tailored to their needs.
- Provide personalized service, addressing unique requirements and concerns through a dedicated team.
- Conduct regular feedback sessions to identify and implement improvements, using structured surveys and one-on-one interviews.
- Collaborate closely with the Royal team for real-time visibility and management of services.
- Facilitate seamless communication and coordination among network, IT, and business teams through regular cross-functional workshops.
- Ensure team members are certified in critical domains and disaster recovery.
- Build a high-mobilization strategy for emergencies, detailing resources, communication protocols, and predefined roles to activate a war room within minutes.
- Ensure adherence to regulatory and compliance standards specific to critical services.
- Maintain documentation and audit readiness for all processes and systems, conducting periodic internal audits.
- Monitor and enforce contractual obligations with managed services providers and partners through regular performance reviews and SLA compliance checks.
- Stay updated on industry trends and implement best practices to maintain a competitive edge, including participation in industry forums and partnerships.
- Take all necessary measures, including mobilizing resources, initiating strategic initiatives, and making decisions, to achieve these objectives and uphold the highest standards of service delivery for the ‘Special Services’ customer segment.
Requirements
- Minimum of 6 years of experience in a related discipline.
- Prior experience within the Telecommunication industry.
- Bachelor’s Degree in Engineering or Business Administration.
- Additional Education Certifications are a plus.
