Regional Manager

Job Description:

• SLA Monitoring
• Make sure maintaining the CDM uptime of 99%
• Manage critical customers incidents, associated to customer communication, activities and any appropriate escalations;
• Oversee implementation of all phases of Managed Services projects taking into account customer priorities, internal resources, and supplier schedules to most effectively rollout the project
• Assigns and follows up on tasks, activities, and deliverables to project team.
• Achieves operational objectives by contributing information and recommendations to strategic plans and reviews
• Prepares and completes action plans; implements production, productivity, quality, and customer service standards; resolves problems; completes audits; determines system improvements.
• Coordinating with Internal & External Vendor Management team.
• Build services relationship with customers and conduct service reviews for key customers. Review performance reports, service improvements, service quality and processes;
• Measure, monitor and work to drive down incident levels. This will relate to Product and Customer problems. Ensure that the Service Desk actively participates in improving the usability and reliability of services
• Ensure that practices and processes exist and when it is possible are standardized and repeatable. Ensure that these ones are continually improving and produce business cases to support team activities
• Identify and implement improvements to the Service Desk incident logging system in order to provide a more effective and efficient service to customers
• Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers
• Contribute to the success of the business and assist in improving the overall customers experience within the team

Key Responsible Areas

• Central Ownership of Issues and Service Requests
• Customer Incident and Escalation
• Customer Relationship Management and Service Reviews
• Processes and Working Practices
• MS Knowledge Management
• Revenue Generation
• PnL
• Preparing and presenting regional reports for senior management
• Mentoring employees and suggesting training programs
• Overseeing the recruitment of employees in their region
• Reviewing the key performance indicators of their region
• Planning and evaluating operations to be cost-effective.
• Preparing quarterly and yearly reports, analyses, statements and reports on finances and operations
• Enforcing the company's rules and regulations