Technical Service Manager

The Technical Service Manager will work as a team with our Senior Managers to ensure our Technical Staff have the information and tools required to exceed our customers; expectations by providing timely, reliable, and professional service;
Responsible for all customer service agreements within the assigned business area including the functional, financial and commercial performance of those agreements;
To manage and lead customer service and Operations teams in a complex environment by;
Exercising direct control and management over the operational budget and spend;
Being responsible for the headcount planning and resource allocation;
Being accountable for the continuous development of individual skills of staff as well as the overall capabilities of the organization;
Role-modeling Management and Customer values;
To evaluate and re-engineer the work distribution and ways-of-working within the service management domain to be optimal and efficient;
Manage Forecasted Costs, Planned Costs, Actual Costs, Cost Variances, Schedule Variance, Cost to Complete, Cash-Flow, Billing, and Revenue;
Take ownership to deliver best-in-class and highly competitive integrated customer service solutions to SITA’s customers.
Manage stakeholder expectations, and proactively communicate between all stakeholders to ensure all parties are aligned and all issues and conflicts are resolved leveraging openness and honesty;
To proactively manage the escalation and crisis management process to ensure customer dissatisfaction issues are addressed in an early phase;
Drive resource management, including establishing a Single Point of Contact for recruitment requirements;
To ensure that all contracted/agreed service levels are met for each element of the services delivered, while achieving internally agreed revenue and profitability targets;
To provide general leadership and direction for customer service, operational performance, maintenance and service delivery of SITA systems, products and solutions;
Oversee our technical service team composed of Sr Technical Associates;
Develop and coach Technical Associates on customer service best practices;
Ensure that all customers are receiving top level service and that service levels are met;
Maintain positive staff relations through consistent and effective communication including staff meetings, weekly reviews, and one on one communication;
Make sure relevant administrative procedures are carried out correctly and efficiently in accordance with company policies;
Collaborate closely with other Senior Managers in the Organization to promote team synergy and work collaboration.

Expatriates or residents;
Degree in IT, Telecommunications or Management, or equivalent (preferably Computer Science/Engineering);
Minimum 5 years' experience in customer service, preferably in a global organisation and in a service provider environment;
7+ years of relevant SDLC delivery management, 5+ years of experience managing a distributed team of 30 or more people, including contractors;
ITIL Service Management certification Intermediate level + ITIL Foundation 2011 certificate;
Technical certificates CCNA, RedHat, VMware and Microsoft Certificate. MP certificate is an advantage;
Experience in IT Service Management processes and concepts;
Experience in project costing;
Advanced level of English.

Empresa líder em TIC / Telecomunicações