CRM / Helpdesk

Egis Group; Riyad Al Khabra; On-site; SAR 180,000 - 300,000; Full time

Job summary

Egis Group is seeking a skilled CRM / Helpdesk PMO professional to join our Riyadh-based team. This role blends project management with CRM and ITSM expertise to boost efficiency and customer service.

You will oversee CRM implementations, lead helpdesk transformations, manage schedules and budgets, coordinate across IT, customer service and business stakeholders, and drive change in line with ITIL best practices.

Qualifications

• Proven experience in project management within CRM and ITSM environments.
• Strong knowledge of CRM platforms (Salesforce, Dynamics, HubSpot).
• Experience with helpdesk software (ServiceNow, Zendesk, Freshdesk, JIRA Service Management).
• Proficiency in Agile, Waterfall, and PRINCE2 methodologies.
• Proficient with PM tools (MS Project, Asana, Monday.com).
• Knowledge of ITIL framework and IT service management best practices.
• Strong analytical skills and data reporting experience.
• Excellent stakeholder management and communication.

Responsibilities

• Oversee CRM implementation and optimization projects from initiation to completion.
• Lead helpdesk transformation initiatives to improve service delivery.
• Develop schedules, budgets, and resource plans for CRM and helpdesk initiatives.
• Coordinate cross-functional teams including IT, customer service, and business stakeholders.
• Analyze current CRM and helpdesk processes to identify improvement opportunities and efficiency gains.
• Establish KPIs for CRM and helpdesk operations.
• Manage vendor relationships and third-party integrations for CRM and helpdesk platforms.
• Facilitate change management activities to ensure smooth adoption of new systems and processes.
• Prepare comprehensive project reports and presentations for senior management.
• Ensure compliance with ITIL frameworks and industry best practices.
• Conduct risk assessments and develop mitigation strategies for project deliverables.
• Support training initiatives for end-users on CRM and helpdesk systems.

Skills

Stakeholder management

Communication skills

Multi-project management

Analytical mindset

Change management

Risk assessment

Leadership

Problem-solving

Tools

Salesforce

Microsoft Dynamics

HubSpot

ServiceNow

Zendesk

Freshdesk

JIRA Service Management

MS Project

Asana

Monday.com

Job description

Egis is an international player active in architecture, consulting, construction engineering and mobility services. We create and operate intelligent infrastructures and buildings that respond to the climate emergency and contribute to more balanced, sustainable and resilient territorial development. Operating in 100 countries, Egis puts the expertise of its 19,500 employees at the service of its clients and develops cutting-edge innovations accessible to all projects. Through its wide range of activities, Egis is a key player in the collective organisation of society and the living environment of citizens all over the world.

With 3,500 employees across 8 countries in the Middle East, Egis has delivered over 700 complex development projects, stimulating economic growth and enhancing quality of life. Ranked among the top ten firms in the Middle East by Engineering News Record (ENR), Egis is committed to sustainable development. The Group’s operations in the Middle East are built on strategic acquisitions and a deep understanding of local market conditions. Egis’ long history of providing comprehensive engineering, consulting, and project management services makes it a trusted partner for regional governments, investors, and developers.

We are seeking a skilled CRM / Helpdesk PMO professional to join our dynamic team in Riyadh, Saudi Arabia. This role combines project management expertise with deep knowledge of customer relationship management systems and helpdesk operations to drive organizational efficiency and enhance customer service delivery.

• Oversee and manage CRM implementation, optimization, and enhancement projects from initiation to completion
• Lead helpdesk transformation initiatives to improve service delivery and customer satisfaction
• Develop and maintain project schedules, budgets, and resource allocation plans for CRM and helpdesk initiatives
• Coordinate cross-functional teams including IT, customer service, and business stakeholders
• Analyze current CRM and helpdesk processes to identify improvement opportunities and efficiency gains
• Establish and monitor key performance indicators (KPIs) for CRM and helpdesk operations
• Manage vendor relationships and third-party integrations for CRM and helpdesk platforms
• Facilitate change management activities to ensure smooth adoption of new systems and processes
• Prepare comprehensive project reports and presentations for senior management
• Ensure compliance with ITIL frameworks and industry best practices
• Conduct risk assessments and develop mitigation strategies for project deliverables
• Support training initiatives for end-users on CRM and helpdesk systems

• Proven experience in project management within CRM and IT service management environments
• Strong knowledge of CRM platforms such as Salesforce, Microsoft Dynamics, or HubSpot
• Experience with helpdesk software including ServiceNow, Zendesk, Freshdesk, or JIRA Service Management
• Proficiency in project management methodologies including Agile, Waterfall, and PRINCE2
• Hands-on experience with project management tools such as MS Project, Asana, or Monday.com
• Knowledge of ITIL framework and IT service management best practices
• Strong analytical skills with experience in data analysis and reporting tools
• Experience in business process optimization and change management
• Excellent stakeholder management and communication skills
• Ability to manage multiple projects simultaneously while maintaining attention to detail
• Experience in vendor management and third-party system integrations
• Knowledge of customer service operations and service level agreement (SLA) management
• Strong problem-solving abilities with a focus on continuous improvement
• Experience leading cross-functional teams in a corporate environment
• Familiarity with digital transformation initiatives and technology adoption strategies