About our Client :

A leading healthcare conglomerate in Egypt, renowned for its comprehensive range of medical services and significant contributions to the countrys healthcare sector. The group encompasses several key entities, including hospitals, laboratories, and medical centers, each dedicated to providing high-quality healthcare services.

Key Entities and Service

1. Laboratories:One of the most prominent networks of medical laboratories in Egypt.Provides a wide array of diagnostic services, including clinical chemistry, hematology, microbiology, and pathology.Known for its state-of-the-art technology and highly qualified medical professionals.
2. Scan Centers:Offers advanced imaging and diagnostic services such as MRI, CT scans, ultrasound, and X-ray.Equipped with the latest diagnostic equipment and staffed by expert radiologists.
3. Cure Cemters :Specializes in renal care, including dialysis services.Focuses on providing comprehensive care for patients with chronic kidney disease.
4. Medical Centers :A network of multidisciplinary clinics offering specialized outpatient services. Provides consultations across various medical specialties, including cardiology, endocrinology, and orthopedics.
5. Hospitals:

b Description:

We seek a creative and detail-oriented service manager to join our service operations department
As a service manager, you will be responsible for the smooth operations of our service department for a heightened level of customer satisfaction. This includes leading a team of service professionals to deliver outstanding service experiences while optimising efficiency and productivity. You will also manage service contracts, track performance metrics and handle all requests within the deadline.
If you have a strategic mindset, leadership skills to deliver smooth customer experiences, we look forward to your application. We offer competitive remuneration packages, comprehensive health benefits and a positive work culture that promotes collaboration, innovation and career advancement.

Objectives of this role

• Leading and managing the service management department, ensuring efficient service delivery and customer satisfaction.
• Building and maintaining solid users relationships, understanding their issues and providing personalised service solutions.
• Developing and implementing service strategies to enhance customer experience and meet service objectives.
• Monitoring service Metrics/SLA and analysing customer feedback to identify areas for improvement and implement corrective actions.
• Hiring, training and mentoring service staff, fostering a high-performance culture and promoting professional development.
• Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
• Fostering a customer-centric culture within the service team, emphasising empathy, professionalism and effective problem-solving.
• Manage two teams for Service Desk/Incidents Management, and Change/Release Management

Your tasks

• Lead and manage the service department, including staffing, training and performance management of service personnel.
• Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery.
• Monitor and evaluate the service teams performance, providing regular feedback, coaching and recognition to drive individual and team excellence.
• Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality.
• Monitor and analyse service metrics, such as response time, resolution rate and customer satisfaction and take proactive measures to drive continuous improvement.
• Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.
• Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.
• Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.
• Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.

Required skills and qualifications

• A bachelors degree in administration, management, hospitality or a related field.
• 5+ years of experience in service management or a related role, with knowledge of service management principles, processes and best practices.
• Demonstrated success in customer service, handling complaints, budget management and effective marketing tactics.
• Proficiency in CRM customer relationship management tools and software for tracking and monitoring service performance.
• Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders.
• Detail-oriented with a high level of accuracy in data analysis and reporting.
• Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges.
• A commitment to delivering outstanding customer service and a passion for exceeding customer expectations.

Preferred skills and qualifications

• Years of Experience 12 - 15
• ITIL Certified Change Management Process,
• Incident Management, SLA, Service Desk Management
• Experience in implementing service improvement initiatives and managing service quality standards.
• Proven record of achieving service-related KPIs and customer satisfaction targets.
• Multilingual skills to communicate with a diverse customer base.
• Strong organisational and time management skills, with the ability to prioritise tasks and meet deadlines in a fast-paced environment.
• Excellent leadership and people management skills