- Manage the service management for a list of key customer in the middle east & Africa region. - Apply the ITIL & service management methodologies with the handled key accounts. - Manage overall client relation in all service easpects- Handle escalations on a regional &a global level. - MEA focal point SPOC ( middle east & Africa) for the Vodafone group team. - Conduct service review meetings with the key customers in the region. - Set a pipeline and potential opportunities. - Revenue incremental and maximize profit margin. - promote the Vodafone global portfolio and IOT products and fixed connectivity. - Manage the relevant regional network operator stakeholders across MEA region. - Undertake spend & trend analyses. - Highlight any potential risks across the region and set a mitigation plan.

Responsible for the service relationships with key named Vodafone customers.• Articulate the Vodafone Service Proposition and build customer confidence and work cohesively with Sales and Account Management teams.• Provides support to the Global Service Manager in developing global proposal’s incorporating all local service elements.• Provide customers details on service performance and monitor performance during service implementation.• Measure and monitor service performance, including SLA measures, and ensure service reports are produced and delivered within agreed timescales.

- Primary point of contact for Multinational Corporates, Regional customers and involved stakeholders.- Incident management senior specialist; Provide all kind of supports to the operation team with a knowledge tips for the daily queries.- Assure all customer requirements are delivered precisely and in an efficient way.- Maintain a well ongoing and healthy relationship with both customer and Internal - external stake holders in a world class communication edge.- Work closely with the GSMs and RSMs and NAMs assigned for all accounts.- Monitor the daily SLA report and escalate any delayed requests.- Make a route cause analysis for the SLA breached requests.- Watch closely the daily workflow and the team performance and assure there are no deviations from the agreed processes and procedures.- Deliver required trainings and knowledge refreshment sessions to the operation team members.- Work closely with the service Delivery team during the implementation phase and prior to the go live date for a new customer.- Attend a weekly conference calls with all stake holders to discuss the outstanding issues and review the weekly performance along with the service levels achieved.- Create SIPs ( service improvement plans) if necessary to enhance the operation processes, minimize spotted deviation and achieve service level target.- Enhance processes and update documents to have a smooth workflow.- Spot gaps and set short term and long term resolutions.

- Handle Customers' incident management - Act as a single point of contact for all customers queries and escalations- apply the incident management and problem management methodologies- Apply ITIL principles

- Support customer care teams with product knowledge inquiries. - Set meetings and discuss products updates.- Handle customer escalations in an efficient and professional manner.- Follow up on the escalated and spotted issues.- Report repeated incidents and set expected solutions.