Service Management Coordinator – IT Industry

Mannai ICT

Mannai ICT, the Information & Communication Technology Division of Mannai Corporation, is Qatar’s leading systems integrator with over 30 years serving over 5,000 clients. Mannai ICT offers end-to-end IT solutions, including networking, servers, storage, software applications, and digital transformation. As the Platinum Partner for HP in Qatar, Mannai ICT delivers cutting-edge IT infrastructure and enterprise solutions across all industries. With specialized divisions like Microsoft Solutions, InfoTech, and Office Equipment, Mannai ICT supports Qatar’s technological transformation with innovative and reliable services.

We are seeking a skilled and experienced Service Management Coordinator to join our dynamic team. We are looking for candidates with a strong background in providing exceptional customer service, coordinating service teams, and ensuring the prompt and professional resolution of customer inquiries and requests.

Key Responsibilities:

• Manage customer service requests and provide technical support to customers in a timely manner.
• Monitor customer satisfaction levels, identify areas for improvement, and take corrective action as needed.
• Develop and maintain strong relationships with customers to ensure their needs are met.
• Ensure all customer service standards are met and exceeded.
• Collaborate with other departments to develop strategies to improve customer service processes.
• Monitor performance metrics of the customer service team, identify areas of improvement, and take corrective action as needed.
• Provide training and mentoring to team members to improve their skills and knowledge.
• Serve as the first point of contact for customer inquiries and requests.
• Handle customer inquiries and requests in a professional manner.
• Create, update, and maintain customer accounts.
• Monitor customer accounts to ensure accuracy of information.
• Provide technical support to customers via phone, email, or chat.
• Troubleshoot customer issues related to product functionality or usage.
• Assist with training customers on how to use the product.
• Collaborate with other departments (sales, marketing, engineering) on customer issues.
• Demonstrate expert-level knowledge of ITIL and a strong understanding of SMAX capabilities and best possibilities (recommended).
• Possess knowledge in ITSM products like SMAX etc., and experience in designing for and leading the implementation of ITSM Solutions.
• Exhibit generic planning and architecting skills for Service Management solutions, along with the ability and experience to write architecture and solution design documents.
• Demonstrate knowledge of UCMDB and Universal Discovery capabilities and best practices.
• Ensure that the customer’s current and future Service requirements are identified, understood, and documented in SLAs and SLRs.
• Negotiate and agree on the levels of Service to be delivered with the customer (either internal or external), formally documenting these levels of Service in SLAs.
• Perform other job-related duties as assigned.