Service Center Team Lead

O&S Security Solutions; Abu Dhabi; On-site; AED 180,000 - 280,000; Full time

Job summary

O&S Security Solutions in Abu Dhabi invites applications for a Service Centre Manager to lead our customer support operations. You will manage the Service Centre, support line and email, and drive efficient service delivery for the installed solution.

You will oversee service management adoption, coordinate with field and IT support, and ensure SLAs are met. Strong leadership and communication are essential for success.

Qualifications

• Minimum 2 years’ experience leading a service centre / technical helpdesk team.
• Strong coordination skills and project coordination experience.
• Solid understanding of IT systems and solutions; technically conversant.
• Fluent in English with strong written and verbal communication.
• Experience with reporting and service performance metrics.

Responsibilities

• Lead and manage the Service Centre, including the Support Line and Support Email, to ensure prompt responses and resolutions.
• Act as the customer’s first point of contact for service and support and participate in customer meetings.
• Coordinate with Field Service, IT Support, and central teams to ensure timely maintenance activities and escalations.
• Implement and oversee Service Management processes (Incident, Problem, Change, Monitoring).
• Organise and deliver solution-related trainings for customers and local teams.
• Oversee HR aspects of the Service Centre team including recruitment, performance reviews, and development.
• Prepare regular reports on customer service performance and SLA adherence.
• Ensure compliance with organisation policies and continuously seek process improvements.

Skills

Leadership

Coordination

Troubleshooting

IT systems

English fluency

Communication

Project coordination

Microsoft Office

Education

College degree or technical training

Tools

Microsoft Visio

Excel

PowerPoint

Job description

Lead and manage the Service Centre, including the Support Line and Support Email, for the installed solution in order to ensure its efficient and effective support for the operation of the system. Oversee and manage the adoption of Service Management process in the local entity. Support customer service performance reporting to the Customer, local management and Central support functions.

Service Centre, Support Line & Support Email

• Management of the Service Centre to ensure that all inquiries and requests are quickly answered and promptly resolved / fulfilled
• Serve as a single first point of contact for the customer and system users for solution service and support, including participation / contribution to Customer meetings (related to Customer support and service).
• Coordination with the Field Service & Support and IT Support teams to ensure that all corrective maintenance activities are fulfilled in a timely and efficient manner
• Ensure that external and internal SLAs are met and that issues are escalated appropriately and resolved in a timely manner.

Service Management

• Implement, oversee and ensure the adoption, adherence and compliance to organization defined Service Management processes (e.g. Incident Management, Problem Management, Change Management, Solution Monitoring, etc.).
• Management of work on incidents, problems and change requests, including planning and coordination with the customer, country stakeholders (who request the changes), the local Field Service & Support and local IT Support teams and global/central support teams (who provide support for advanced L2 and L3 support).
• The work to be coordinated includes corrective actions (in response to incidents), investigative work (in response to problems) and deployment coordination (in response to change). It also includes requirements clarification, prioritization, key deliverable reviews and acceptance testing.
• Collaborate functionally with global/central support teams in areas of improvement related to Service Management processes, SOPs and improvement to usage of tools and training of personnel. This may be carried as improvement projects/initiatives or global Service Management collaboration events (e.g. knowledge or experience sharing sessions).

Training

• Organize and coordinate solution-related trainings for the customer and taxpayer system users
• Organize and coordinate Service Management related trainings (e.g. Incident management, Problem management, Problem solving, HPQC testing & validation, Change Management, Solution Monitoring, ServiceNow, etc.) for the local team (e.g. local Field Service & support team, local IT support). The training may be delivered locally (i.e. train the trainer) or it may be delivered by global/central teams.
• Manage the Service Centre team human resources, including recruiting, new staff assimilation & training, objective setting, performance reviews, employee development & training planning, and workload / assignment management.
• Conduct Personnel Development Interviews (PDIs) with team members at least semi-annually, to set objectives, review results, provide feedback, and plan for staff development
• Schedule team members’ workload to fully cover weekly & monthly service needs and to fully allocate all resources.
• Assign special tasks, projects, and initiatives to team members to fully utilize any downtime that they may have.
• Review and approve key deliverables that are generated by team members.
• Manage team member absences and ensure that vacation balances are planned to be fully used and that their timing does not obstruct business activities
• Develop and maintain a positive, cooperative, and productive working relationship between the Service Centre team, the local Field Service & Support and IT Support teams, and other internal and external teams.

Reporting

• Act as the coordinator for the local team in any Customer support related meetings (e.g. weekly/bi-weekly Support meeting with Central Support)
• Prepare necessary reports on Customer Service performance, which are used to support regular (e.g. monthly or quarterly) local management Customer Service Performance review and also used for regular Customer meeting (e.g. review SLA performance, support issues).
• Support data collection requested by Central teams for various reporting functions (e.g. Operational Performance KPI, Service Management “Servicing Reporting”, etc.).
• Regularly (e.g. Quarterly) collect data and prepare compliance report on Service Management practices (e.g. process adherence, capabilities) of the local team and identify the gaps and root causes. Improvement actions will be identified to follow up on improving the gaps.

General / Other Activities

• Ensure that all Organization policies, including those concerning Health, Safety and Environmental protection, are respected, and implement or propose improvements in such practices.
• Contribute to the development and maintenance of policies, processes and procedures, including those for operations, maintenance, and support
• Management of special tasks, projects or initiatives to improve quality, efficiency, or cost effectiveness of the solution or the local entity team, as agreed with the General Manager

Basic education and training:

• College degree or technical training in a relevant field, or equivalent combination of training, and/or experience

Professional experience:

• Minimum 2 years’ experience leading a service center / technical helpdesk team
• Strong coordination skills (e.g. experience in project coordination will be valuable)
• Sound understanding (at least concept) of IT systems and solution
• Technically conversant (i.e. able to understand technical concepts, terminologies)
• Language skills: Fluent in English and local language
• Others: Good written and verbal communication
• Strong communication skills (able to influence peers and leverage support from management)
• Resourceful, strong initiative (to take actions) and decision making (e.g. constraints, priorities, ability to formulate actions).
• Strong analytical skills; very organized in thought and methodology.
• Delivers through people
• Promotes teamwork
• Good political finesse in facing very demanding customers. Diplomatic when necessary
• Ability to work under pressure and meet deadlines
• Demonstrated ownership of responsibilities
• Focus on quality and results

Specific knowledge linked to the work:

Mandatory:

• Strong troubleshooting skills and demonstrated abilities to diagnose and analyse software issues
• Experienced with quality and performance monitoring processes
• Experience leading teams / people
• Experience with Microsoft Office tools (Excel, Word, PowerPoint, Visio)