Service Level & Knowlege Management Team Head
SSC HR SolutionsCairo, Cairo Governorate, EGمنذ أكثر من 30 يومًا
نوع الوظيفة
- Quick Apply
الوصف الوظيفيCreates and maintains a catalogue of existing Services offered. Formulates, agrees and maintains an appropriate Service Level Management (SLM) structure for the organization, to include : Service Level Agreement structure (e.g. Service based, User based or multi-level). Operational Level Agreements within the IT departments. Accommodating any existing Service Improvement Plans / Programs within the SLM process. Negotiates, agrees and maintains the Service Level Agreements with the Business teams, Operational Level Agreements within the IT teams. And with both the Business and IT teams any Service Level Requirements for any proposed new / developing services. Analyses and reviews service performance against the SLAs and OLAs. Produces regular reports on service performance and achievement to the Business and IT teams at an appropriate level. Organizes and maintains the regular Service Level review process with both the IT Customer and IT provider which covers : Reviewing outstanding actions from previous reviews. Current performance. Reviewing Service Levels and targets (where necessary). Reviewing underpinning agreements and OLAs as necessary. Agreeing appropriate actions to maintain / improve service levels. Conducts annual (as appropriate) reviews of the entire Service Level process and negotiates, agrees and controls any amendments necessary and initiates any actions required to maintain or improve service level. Act as co-ordination point for any temporary Changes to service levels required (i.e. extra support hours required by the Business, reduced Levels of Service over a period of maintenance required by the IT teams etc.). Plan, develop, stand up, support, and promote collaborative tools and techniques such as communities of practice to facilitate sharing of ideas and work among internal teams. Maintain a Service Knowledge Management System (SKMS) which provides controlled access to the required knowledge, information, and data. Evaluate and prioritize the risks and determine the organizational knowledge requirements and gaps. Assess the sustainability and review and modify the knowledge management process and framework. Formulate knowledge analysis based on evidence and identify main priorities (gaps, critical information, ways to communicate and transfer approaches). Control the development of the SKMS and try to make it user-friendly for customers & takes part in the knowledge sharing policy elaboration.
Requirements
- Bachelor’s degree of Computer Engineering, Computer science or its equivalent.
- Minimum 4-6 years of experience in Service Desk, Knowledge management, Quality and SL Management.
- Certifications in Microsoft technologies, ITIL or ITSM are desirable.
- Ability to manage and lead team members.
- Exceptional customer service orientation.
- Good Command of English Language.
- Solid relationship management and performance management skills.
- Good Communication & Writing skills.
- Ability to present ideas in user-friendly language to non-technical staff and end users.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Experience working in a team-oriented, collaborative environment.
- Ability to interact successfully with all levels of the Business and IT teams.
- Good understanding of statistical and analytical principles and processes.
Skills :
إنشاء تنبيه وظيفي لهذا البحث
Head • Cairo, Cairo Governorate, EG
الوظائف ذات الصلة
Welcome to the world of Mrsool! Where on-demand delivery meets unparalleled user needs to deliver anything you desire.As one of the largest delivery platforms in the Middle East and North Africa (M...أظهر المزيدآخر تحديث: منذ أكثر من 30 يومًا To oversee the 2nd level support and technical administrative tasks carried out by the administrators for any e-mail related problem troubleshooting, to ensure the smooth work and data flow, and to...أظهر المزيدآخر تحديث: منذ أكثر من 30 يومًا 
Oversee and manage the delivery of application support and new developments.Ensure adherence to SLAs and governance protocols, maintaining high-quality service delivery.
Act as the primary point of ...أظهر المزيدآخر تحديث: منذ أكثر من 30 يومًا 
TECH on a Journey that defines the essence of your professional evolution through Stability and Security, Continuous Development and Growth, a well-established Prominent Organization, and a Culture...أظهر المزيدآخر تحديث: منذ أكثر من 30 يومًا
Imagine working with a world-class technology team, shaping the future of digital experiences for the consumer finance industry in Egypt.
TECH, a cornerstone of the Egyptian retail industry.We are l...أظهر المزيدآخر تحديث: 21 منذ أيام
The project aims to strengthen scientific, technical, and operational capacities to combat the Red Palm Weevil (RPW) through a phased and scalable Capacity Development Framework.Capacity Developmen...أظهر المزيدآخر تحديث: 24 منذ أيام
Join EVA Pharma, a leading pharmaceutical company dedicated to empowering the fight for Health and well-being as a fundamental human right.
Recognized and certified as a best place to work, we ...أظهر المزيدآخر تحديث: 17 منذ أيام
Specialist Learning Management (German Speaker)
HenkelNew Cairo City, Cairo Governorate, Egypt The position is part of the Global Business Solution in Cairo (GBS+ Cairo), in the HRDirect Process specifically handling the operation of Learning Management.
Responsible for end-to-end operations ...أظهر المزيدآخر تحديث: منذ أكثر من 30 يومًا
Trainee, People
MrsoolCairo, Cairo Governorate, EGQuick Apply
Email Administration Team Head
SSC HR SolutionsCairo, Cairo Governorate, EGQuick Apply
Head of Asset Management (Fintech)
York TowersCairo, Cairo, EG The platform connects investors with vetted, income-generating real estate opportunities, blending traditional real estate security with fintech innovation.
Develop and execute asset management stra...أظهر المزيدآخر تحديث: 16 منذ أيام
Specialist Learning Management (German Speaker) - Urgently Hiring!
HenkelNew Cairo City, Cairo Governorate, Egypt The position is part of the Global Business Solution in Cairo (GBS+ Cairo), in the HRDirect Process specifically handling the operation of Learning Management.
Responsible for end-to-end operations ...أظهر المزيدآخر تحديث: منذ أكثر من 30 يومًا
Lead Generation Specialist
RM Staffing B.V.Cairo, C, EG Market Research & Client Targeting.Conduct targeted research to identify potential clients globally.Use LinkedIn, CRM tools, and public databases to build lists of qualified prospects.Understan...أظهر المزيدآخر تحديث: منذ أكثر من 30 يومًا
Service Delivery Manager (SDM)
SSC HR SolutionsCairo, Cairo Governorate, EGQuick Apply
Sr. Supervisor, Network Quality of service and benchmarking analysis
Orange EG6th of October City, Egypt To assess and monitor network performance through regular voice and data benchmarking campaigns, ensuring superior customer experience and identifying areas of network quality improvement.The role ...أظهر المزيدآخر تحديث: منذ أكثر من 30 يومًا
Total Rewards Section Head
BTECHMaadi, Al Iskandarīyah, EGQuick Apply
Head of Product Management
b_labsCairo, Cairo Governorate, EGQuick Apply
Head of Arranging (Fintech)
York TowersCairo, Cairo, EG The platform connects investors with vetted, income-generating real estate opportunities, blending traditional real estate security with fintech innovation.
This role ensures all activities comply w...أظهر المزيدآخر تحديث: 16 منذ أيام
Capacity Development Officer
ICARDACairo, Cairo Governorate, EGQuick Apply
LEAD, MOBILE PACKET CORE ENGINEERING
Orange EG6th of October City, Egypt Designing, Dimensioning and Monitoring Packet Core network elements.Provide Packet Core Network capacity and maintain Packet Core Network quality.
Issuance of Work Orders for Operation teams to do p...أظهر المزيدآخر تحديث: منذ أكثر من 30 يومًا
Supervisor, Service Management Assurance
Orange EG6th of October City, Egypt Provide Architecture Solutions, implementing, administering & customizing Service Management Assurance business solutions needed to automate all processes and activities for all departments across ...أظهر المزيدآخر تحديث: 22 منذ أيام
People Development Section Head
Eva PharmaHaram, Al Jīzah, EGQuick Apply
Specialist Learning Management (German Speaker) - Now Hiring!
HenkelNew Cairo City, Cairo Governorate, Egypt The position is part of the Global Business Solution in Cairo (GBS+ Cairo), in the HRDirect Process specifically handling the operation of Learning Management.
Responsible for end-to-end operations ...أظهر المزيدآخر تحديث: منذ أكثر من 30 يومًا
Personnel Section Head (Manufacturing)
Future Group10th of Ramadan City, Egypt Egyptian labor law and best practices.Labor Offices, Insurance Offices, Medical Insurance).ERP systems and document management processes to keep personnel data reliable and accessible.Personnel / Peo...أظهر المزيدآخر تحديث: منذ أكثر من 30 يومًا
Director of Development and Technical Services
AdticegEl Sheikh Zayed City, Giza Governorate, Egypt Preparation and implementation of strategic plans for the development of hotels and new projects.Supervising designs and executive drawings in coordination with local and international consultants....أظهر المزيدآخر تحديث: 14 منذ أيام