Astek Middle East is hiring a Senior Customer Success & Service Delivery Specialist to ensure seamless service delivery, superior stakeholder engagement, and continuous service improvement. The ideal candidate will be fluent in Arabic and English, with 5–10 years of experience in Managed Services, ITIL-based service management, and Customer Success. This role requires expertise in ITSM platforms (Ivanti/ManageEngine), project management (PMP), and relationship management within government or large enterprise environments.
Responsibilities:
Customer Success & Relationship Management:
• Serve as the primary on-site contact for customer success activities.
• Foster strong relationships with customer stakeholders to enhance loyalty and satisfaction.
• Monitor customer sentiment and proactively identify areas for improvement.
• Drive user adoption of services and tools, ensuring customer value realization.
Managed Services Delivery Oversight:
• Coordinate with Field Services, Service Desk, NOC, SOC, Application Support, and Infrastructure teams.
• Track daily SLA/KPI performance, ensuring accountability and continuous improvement.
• Manage escalations and facilitate root cause analyses for recurring or critical issues.
• Act as a governance lead, aligning operational teams with customer needs.
ITSM Tools & Service Management:
• Operate within ITSM platforms (Ivanti/ManageEngine) to manage workflows.
• Customize and improve incident, change, and request management modules.
• Train customer-side teams on dashboards, ticketing practices, and reporting.
• Ensure timely, accurate, and actionable service reporting.
Project Management & Coordination:
• Participate in service improvement projects and tech rollouts.
• Maintain and monitor project documentation (timelines, risk registers, trackers).
• Communicate project updates and milestones to internal and client stakeholders.
Cultural Alignment & On-Site Engagement:
• Represent the company professionally in a public sector/Gulf-region environment.
• Adapt to local workplace norms, values, and expectations.
• Bring energy, empathy, and accountability to daily interactions with client personnel.
Requirements:
• Experience: 5–10 years in Customer Success, Managed Services, or ITSM environments.
• Language Skills: Fluent in Arabic and English (spoken and written).
• Certifications: PMP Certification or equivalent project management expertise.
• ITIL Knowledge: Strong understanding of ITIL principles and IT service delivery best practices.
• Technical Skills: Hands-on experience with Ivanti and/or ManageEngine ITSM platforms.
• Industry Experience: Previous engagement with government or large enterprise clients.
• Soft Skills: Strong interpersonal, communication, and conflict-resolution abilities.
• Regional Experience: UAE or GCC experience is a plus.
Job Details:
• Role Level: Senior-Level
• Work Type: Full-Time
• Country: United Arab Emirates
• City: Dubai
• Industry: IT Service Management & Customer Success
• Company Website: Astek Middle East Careers