• Taking ownership of the relationship held with each of Global Knowledge customers and to serve as an interface between the customers, outsourced staff and Global Knowledge.• Maintain direct contact with customers and outsourced staff.• Hold monthly service reviews and produce monthly reports• Responds to customers’ escalations and complaints.• Identify and manage Continual Service Improvement plans.• Develop a performance measurements framework.• Coordinate with the HR to develop the training and development plans for the outsourced team. • Responsible for adhering to company policies and procedures.• Provides a focus for SLA management and customer satisfaction.• Manage contracts’ renewal.

Outsourced at CitystarsPart of job responsibilities:• Manage all Service Desk activities and take the corrective actions when needed.• Responds to escalated Service Desk issues.• Interacts with internal clients on all levels to help resolve IT-related issues and provides answers in a timely manner.• Develop a Standard Operating Procedure to cover the Service Desk daily operations.• Develop a performance measurements framework.• Driving the knowledge management process.• Maintain a high level of employee morale within the team.• Provides a focus for SLA management and customer satisfaction.

Outsourced at PfizerPart of job responsibilities:• Responsible for managing all Pfizer projects, departments and teams outsourced through the Business Technology Division in the Middle East Region.• Responsible for the full operations of Pfizer’s Middle East Service Desk offering Information Technology services and support to over 700 users in Egypt and the Middle East.• Trusted with the structuring and creation of Pfizer’s Standard Operating Procedures and Processes while adhering to the ITIL/MOF standard.

Outsourced at PfizerPart of job responsibilities:• Manage the HelpDesk team in daily operations.• Ensures that work is delegated to the most appropriate personnel.• Monitors and controls the workload of individuals within the team.• Encourages team work, professionalism and customer centric ethos.• Provides regular reporting for service desk statistics. • Assist colleagues with any queries they are unable to attend to.• Continuous monitoring and periodic evaluations of team performance and attendance.

Outsourced at:Glaxo Smith Kline British American Tobacco Schneider Electric