CSM Team Manager

Responsibilities:

• Overall productivity & profitability of the CSM team
• The CSM resource sizing for new business opportunities
• The pricing and costing of CSM resources in Egypt
• Ensuring all Open SIPs are followed up with and meeting the GPO targets for SIP updating and follow-up
• Ensuring all trainings needed by CSM from service perspective are delivered
• Ensuing the account allocation is done fairly between different CSMs
• Involvement in high level escalations in case of customer business impact (3rd level of escalation after CSM involvement)
• Involvement in escalations addressing CSM performance and delivery
• Ensuring all needed ITIL intermediate level trainings and certifications are acquired as required
• Handling incoming business resulting from cost optimization projects
• Overall supervision of the CSM functions