Support and Maintenance Senior Manager
Oversee the 14 DCCs project in Egypt in terms of After Sales Support and Maintenance including cost, time constraints, internal and external staffing, and software technology.
Oversee support & maintenance contracts of varying magnitude within MEA Zone in terms of complexity, cost, time constraints, internal and external staffing, and software technology
Provide proposal and business development support as needed
Provide direction to After Sales Support staff assigned to the different activities including, but not limited to assignment of individual responsibilities, tasks, and technical / commercial functions.
Provide leadership and coaching to Support team members within the Support organization including mentoring junior engineers and technical leads and reporting on support portfolio performance to RSC leader
Provide high level communication internally to Schneider Electric and across the client organization including attending and presenting at project follow up meetings and steering committees.
Perform administrative tasks including but not limited to Services and Maintenance opportunities & backlog status reporting, budget management, financial forecasting and reporting, Services resource management, scope and change management program, risk/issue reporting and mitigation.
Manage client expectations, build, maintain, and grow client relationships. Be the trusted advisor to our clients throughout the lifecycle of Support and Maintenance contracts
Provide input for departmental strategies, processes, and procedures, as well as assist in the implementation of internal projects of all types
- Grow catalog of services provided to customers
- Develops and leads process improvement initiatives
A BS/MS degree in Computer Science, IT or Engineering (or related field with computer emphasis)
Strong ability to implement continuous improvement
Strong interpersonal, written, and oral communication skills
Proven skills in client relationship management
Experience working with subcontractors (including off-shore), and other offices in different time zones
Strong ability to manage multiple support & maintenance contracts
5 - 7 years of experience in client facing leadership role a plus
5 + years of implementing or supporting software projects
Experience in support of utility engineering software solutions such as Outage Management Systems (OMS), SCADA, and/or Distribution Management Systems (DMS) is a strong plus