Senior Client Services Manager

Our mission is to be the preferred IT Services and Solutions provider in the Middle East and North Africa.

For our employees, this means working in a team committed to service excellence and continual innovation in a fast-paced and dynamic work environment.

We're looking for passionate, self-motivated, and creative team players who want to work hard and be rewarded. If this sounds like you, we'd like to hear from you. If you have any inquiries, please contact

WHAT CAN MEEZA OFFER YOU?

• MEEZA is committed to providing thought leadership that will enable our employees to be involved in bringing global firsts to the market.
• MEEZA is one of the fastest growing technology companies in the Middle East which means an exciting and rewarding work environment for our employees.
• MEEZA is playing a key role in the transformation of Qatar into a knowledge-based society which means our employees can make a real impact.
• MEEZA is committed to developing our team; we provide opportunities to develop your skills, further your career and achieve your goals.
• MEEZA is not just about hard work; the company remains true to its entrepreneurial roots and has a young and passionate team that is just as devoted to having fun as they are to delivering service excellence.
• MEEZA offers market-leading benefits packages.

IMPORTANT STEPS TO FOLLOW:

• Kindly submit your applications only against those positions where your skills and expertise match our requirements.
• Applications that are submitted without a Job Title (Position) in the subject cannot be processed.

The primary responsibilities of the Senior Client Services Manager

Managerial Responsibilities:
• Provide input during the development of the department's strategy, goals, initiatives, and plans and monitor their execution.

• Foster a collaborative culture within the department that encourages the sharing of feedback and

insights across different functional areas to enhance client service delivery.

• Initiate and facilitate regular inter-departmental meetings to ensure alignment of objectives and

seamless communication regarding client projects and expectations.

• Manage day-to-day activities and operations, recommend potential improvements, and ensure

proper documentation and implementation of all policies and procedures.

• Assist in the development of the annual budget, including all financial and staff requirements for the

department.

• Provide coaching, guidance, and support to employees in the execution of their work and ensure

proper knowledge transfer to develop them and improve their performance.

Functional Responsibilities:

• Facilitate and coordinate internal technical professionals and provide leadership to achieve client

satisfaction and operational excellence.

• Develop and maintain strong relationships with clients, ensure that their needs are being met and expectations are exceeded.
• Proactively engage with clients to understand their evolving business needs and align MEEZA's services, accordingly, ensuring a proactive, not reactive, approach to client satisfaction.
• Create and utilize client satisfaction metrics and feedback mechanisms to drive continuous

improvements in service delivery and share insights with relevant departments to spur organizational learning.

• Engage in strategic discussions with clients to identify new opportunities for service enhancement and collaborate with the Sales and Technical Development teams to realize these opportunities.
• Act as a commercial advocate, ensuring that client engagements are nurtured not just for

immediate satisfaction but for long-term value creation and revenue growth.

• Champion the voice of the client within MEEZA, ensuring that client feedback and satisfaction are

integral metrics in organizational performance assessments and strategy development.

• Collaborate with cross-functional teams to ensure timely delivery of client projects and resolve any technical or operational issues.
• Identify opportunities to enhance client solutions, optimize service delivery, and improve team efficiency.
• Develop and monitor key performance indicators (KPIs) to measure and analyze the effectiveness of the team's performance and make recommendations for improvement.
• Monitor the delivery of services to ensure that they meet agreed-upon service levels by tracking

incidents, requests, and changes to services.

• Coordinate incident management and problem resolution activities by ensuring that incidents and

problems are appropriately escalated and resolved in a timely manner.

• Support the external supplier management process for partners/vendors/suppliers engaged on the named accounts.
• Act as a single point of contact for the delivery process for IT service solutions on the named accounts.
• Publish regular reports/management information on the status of service performance.
• Work with PMO to manage the delivery and implementation of complex technological solutions to

clients and subsequent transition to in-life support.

• Stay up to date with industry trends and emerging technologies to ensure MEEZA's offerings

remain competitive and innovative.

• Liaises with different departments about client queries to resolve any issues that arise.

Knowledge, Skills & Experience

Academic & Professional Qualifications:

• Bachelor's degree in Business, Engineering, Information Systems, or equivalent.
• Certifications in ITIL and Project Management (Prince2 or PMP) are desirable.

Experience:

• 12+ years of experience in client services or a related field, with a proven track record in

managing and growing client relationships.

• Experience in working collaboratively with cross-functional teams and managing stakeholders at

various levels within and outside the organization.

• Demonstrated success in driving customer satisfaction and delivering value-added services in a

technology-driven environment.

Skills and Requirements:

• Commercial awareness to understand the business implications of technical service delivery and

to identify opportunities for expanding client engagements.

• Ability to translate client feedback into actionable insights for continuous improvement in service

delivery and client satisfaction.

• Strong communication skills to effectively liaise between clients and internal teams, ensuring a

unified approach to delivering client satisfaction.

• Strong people management skills, with a focus on collaborating with and developing others.
• Excellent client relationship management skills to build and maintain strong partnerships with

clients, ensuring high satisfaction and retention.

• Deep knowledge of IT managed services, industry standards, and best practices to oversee the

successful delivery of IT services and address client needs and requirements.

• Demonstrated success in the delivery of complex IT solutions for enterprise clients in a multitenant

organization.

• Strong understanding of enterprise technologies including data centers, WAN/LAN networks,

server technologies, applications, and enterprise management systems.

• Experience with client management lifecycles is a distinct advantage.
• Comprehension of technology and process frameworks including LEAN/Six-Sigma, CMMI, TIA-

942, Zachman, and The Uptime Institute.

• The role requires a bilingual professional with strong English and Arabic language skills.