Job Title : Operations Manager / Customer Success Manager

Category :

Dulsco Dubai

Posted Date : 04/05/2016

Job Description :

Dulsco's client, a multinational company providing software solutions and intelligent transport systems to Middle East Government departments is looking to hire Operations Manager / Customer sucess Manager to be based in Dubai.
Reporting Relationships
This role reports to the Country Manager.
You will be responsible for the management of the hardware & software support teams based in the Dubai office.
Role Objective
To manage the day-to-day operations of the Middle East office, ensuring we are meeting our targets in maintenance & support contracts, and ensuring project activities are being performed as planned.
Key Role Responsibilities:
Oversee the delivery of services contracted under the maintenance & support agreement for a large Government customer.
Manage the support Engineering staff, assign and monitor tasks.
Ensure the business is meeting the SLAs for any active contracts.
Manage the ongoing relationships with clients ensuring that client’s expectations are met and exceeded.
Project management and co-ordination of new implementation projects and client upgrades including developing Project Plans and Monitoring, updating and reporting on progress internally and to clients; Monitoring of status of project related tickets.
Monitoring Project Performance to ensure revenue targets are achieved.
Ensure contractual requirements / conditions with respect to project management and project delivery are adhered to.
Seek feedback from clients that will enable the company to better meet the requirements of clients currently and in the future.
Desired Skills and Experience
A strong customer service ‘can do’ mindset focused on understanding and addressing customer needs.
Ability to schedule individual customer projects and manage combined resourcing schedules for consultants and engineers.
Ability to efficiently coordinate several tasks/projects in parallel.
Ability to adapt to the various internal procedures of a client while still adhering to company procedures.
Ability to manage staff & projects to ensure consistent, high achievement and performance.
Highly organised with the ability to manage your own workload.
Outstanding communication and interpersonal skills.
Ability to multi-task and problem solve.
Sound ability in Microsoft products (Word, Excel, Project, Powerpoint and Outlook).
Ability to learn new skills and concepts quickly and thoroughly.
Commitment to project success as it may require working unconventional hours during critical project phases.

You must have the following Qualifications or Experience:
Minimum 5 years’ experience in an operations management or senior project management roles.
Experience with client engagement at a project level.
Highly Desirable qualifications or experience
Experience with Software Development life cycle as it relates to implementing products.
University Degree or equivalent.
Experience within the Transport Industry is preferred.
Ability to communicate verbally in Arabic (in written form also would provide a further advantage).

Benefits Offered : As per UAE Law