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Support Engineering Manager

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Canonical Get AI-powered advice on this job and more exclusive features. Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and very few office-based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.

The company is founder-led, profitable, and growing.

Our regional Support Managers run world-class Support teams – solving deep technical problems for customers around the world on Ubuntu Server, Ubuntu Desktop and on the public cloud. They demonstrate two key attributes: customer focus – ensuring that customers are always satisfied with the service they are receiving, and technical excellence – ensuring that the support team is always up to date with the our technology, and that they perform sound and quick troubleshooting. We are looking for managers for both of our support groups; Cloud Support Group and Devices Support Group.

You'll need to be comfortable in a fast paced environment, able to take responsibility for delivering to customers and enjoy challenges. You will also need to care deeply about your team, their skills, and their career development.

The role entails

Management of a professional support team, including skills development and performance management Operational control, shift scheduling, accountability for key performance indicators (KPIs) Ensures that all customer cases are responded to within the SLA, and in a professional manner Act as the customer escalation contact, and ensure that such escalations are addressed appropriately Accountability for customer satisfaction Contribution to the support knowledge base Continuous improvement to the team's processes and support service delivery Hire, develop and train support team to match business requirements Work with the leadership team to drive growth and transformation initiatives

What are we looking for in you

Extensive CLI experience with Linux at a technical level (Support, Development, Implementation) Leadership experience, and preferably team management experience Confidence under pressure, with proven track record of high customer focus Preferably fluent in two languages, English being primary one Excellent communication skills (verbal and written) Experience or knowledge of Linux Desktop, OpenStack, Public Cloud or Virtualization technologies Proven track record of contributing to Open Source projects Software development experience Experience in working in support organizations Hands on experience with Canonical's products

What we offer colleagues

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.

Distributed work environment with twice-yearly team sprints in person Personal learning and development budget of USD 2,000 per year Annual compensation review Recognition rewards Annual holiday leave Maternity and paternity leave Employee Assistance Programme Opportunity to travel to new locations to meet colleagues Priority Pass, and travel upgrades for long haul company events

About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.

Canonical is an equal opportunity employer

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.

Seniority level

Seniority level Mid-Senior level Employment type

Employment type Full-time Job function

Job function Engineering and Information Technology Industries Software Development Referrals increase your chances of interviewing at Canonical by 2x Sign in to set job alerts for “Engineering Manager” roles.

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Overview

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world. We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers. In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team – and it's a team that you can be part of.

At Ooredoo, our culture and DNA are at the heart of everything we do. We are a diverse and inclusive global family, united by a shared passion for innovation and excellence. We believe that our success is built upon our people’s strengths. Join us and become a vital part of our dynamic culture, contributing to our mission of enriching people's lives through cutting-edge communications. Ooredoo's future is bright, and you can be part of our ongoing success.

The Role

To manage the support of various Customer care operational infrastructure and be responsible for KPI reporting and analysis of all Customer Care KPI’s and metrics. The role is responsible to ensure customer care infrastructure platforms like PABX, IVR, ACD and other OSS platforms and applications are highly available and tailored to suite business and operational needs. Leading continuous Improvement initiatives in customer care. Lead, plan, design & implement new customer centric processes within Customer care and measure the effectiveness of new and existing processes to optimize costs without impacting the quality of customer service. Also, to be responsible for ensuring premium quality of customer interactions handled by care executives across customer care.

Key Accountabilities and Activities

Conduct ongoing and regular review and refinement of existing processes and procedures within the customer care to ensure superior customer service.

Review the customer care MIS reports and determine conclusions and recommendations for cause and effect relating to improvement of KPIs and customer service.

Produce comprehensive reports detailing the result of all analysis conducted on a monthly/ quarterly basis.

Compile and analyze information on other contact centers/customer care with the objective of benchmarking products and services.

Work as part of a project team and conduct analysis as required at various stages of the project lifecycle (client needs, process definition, operational modelling and analysis, s/w selection and procurement, process and system implementation, acceptance testing and training).

Plan, conduct, and manage Customer Care KPI targets on a monthly basis and on recognition programs, as required.

Communicate with users, conduct acceptance testing, requirements gathering and prioritization.

Produce functional requirements specifications, including acceptance criteria.

Assess business readiness; compile rollout checklists, training set up and interdepartmental co-ordination.

Review the performance of new ventures and provide feedback on their performance as compared to local and regional party operations.

Ad hoc projects as requested.

Oversee the Maintenance of already existing documented business process and act as a repository for all of the division’s business processes

Assist business process owners in identifying new processes and documenting them.

Work with Business process owners to enhance, optimize, re-engineer and monitor business processes when required.

Design and implement various operational KPI performance dashboards for a variety of audience and stakeholders across the business unit.

Drives Continuous Improvement to quantitatively and qualitatively reduce costs, improve quality, and service.

Manage and take a lead role in promoting and improving quality processes, expectations, and results

Responsible for discrete categories of Process Effectiveness tracking including tracking down-time results, improving data integrity and developing improvement plans based on the data.

Establishes and manages process implementation for “right first time” performance and incorporates this philosophy in the continuous improvement lifecycle.

Identify root cause for problems and assist problem management teams in error prevention or error correction actions

Conduct ongoing and regular review and refinement of existing processes and procedures within Customer Care to ensure superior customer service.

Review Customer Care reports and determine conclusions and recommendation for cause and effect relating to improvement of KPIs and customer service.

Process and activity performance Monitoring

Use DMAIC problem solving methodology, Value Stream Management planning to drive various CIP projects

Coordinate and facilitate Kaizen events for the continuous improvement of various operational processes.

Responsible for managing the first line support for all Customer Care operating systems, including but not limited to, Customer Relationship Management (CRM), Automatic Call Distribution (ACD), Workforce Management System (WMS), IVR (Interactive Voice Response) and any other in-house developed applications which are used in Customer Care in terms of configuration and set up.

Ensure that the System Support team is performing to accepted levels in terms of quality of support and timeliness of response and production of reports.

Create work breakdown structures for the System Support team and ensure that the team is performing their activities/tasks in accordance.

Ensure that all support processes and procedures are clearly documented.

Ensure all in-house developed applications are properly tested before deployment.

Ensure all system related technical documentation for Customer Care operational systems are up-to date.

Recommend the best possible system/application architecture for future systems/applications in Customer Care that would satisfy the business needs.

Accountable for the review, tracking, testing and implementation of all system related change requests where applicable, from the various customer care functional areas.

Oversee the review, tracking, testing and deployment of all operational reports and related change requests where applicable, from the various Customer Care areas.

Actively participate and assign support resources for various customer care related projects.

Ensure that unresolved technical issues are escalated to IT/Technology for second line support and tracking /follow up is done periodically to get the issues resolved.

Research, identify and define the business drivers that require a project to be instigated including completion of any PMO documentation.

Carry out analysis of resource requirements including: Timescales, people, systems requirements, financial commitments and impact to operations regarding service levels, sales volumes, and training requirements.

Prepare RFP documentation for any external vendors required to assist in a project

Assess RFP responses and presentations in order to identify a preferred supplier

Monitor and report on pre-project activities and provide relevant management information.

Liaise with project sponsor and project team on any task, system or people resource issue that may impact the progress of a project.

Undertake issue investigations that allow alternative approaches to task completion to be considered emanating in the production of an issues log / action plan.

Conduct project presentations and run update meetings capturing issues, progress and additional tasks.

Proactively liaise with project sponsors and stake holders in order to obtain permission for an activity or a decision on a task that allows the project to proceed.

Communicate and manage with any third parties that have a specific involvement with a project.

Produce post-project analysis against agreed critical success factors and provide appropriate management information regarding return on investment and achievement of critical success factors on a project post implementation.

Manage Scheduling activities in conjunction with the head of QC and scheduling.

Ideation and formulation of efficient shift strategy that is in-line with the manpower plan.

Manage the development of monthly forecast strategy with line managers and direct reports.

Manage the development of “What If Scenarios” to handle interaction volume spikes.

Formulate Manpower plan and budgets that are of tactical and strategic in nature

Conduct periodic reviews with key stakeholders and top management on ways to improve the work force management process, taking into consideration trends in shrinkage, adherence, forecast accuracy etc.

Drive various manpower cost optimization strategies from a WFM perspective.

Supervise the work of direct reports to ensure they meet their objectives, are kept motivated and perform in accordance with their job description. Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities. Delegate responsibility to direct reports, in accordance with their role and ability, to ensure they are developed and maximise their potential.

Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.

Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.

Other duties as directed by Director or other superiors.

Qualifications

Bachelor's degree in business or statistics or a related discipline from a recognized tertiary institution.

Other Information

5-6 years’ experience required.

3 + years coaching and supervisory experience.

Effective interpersonal skills, ability to operate at all levels of the organization.

Exposure to a project driven environment.

Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.

Fluent verbal and written communication in both Arabic and English.

Management and organisational skills.

Creative thinking and ability to work effectively under pressure and tight time-lines. Six Sigma Green Belt Certification or a Kaizen certification would be an added advantage

Demonstrated competencies in analysis methodologies and experience of CASE based tools would be an advantage.

Project tracking/ management is a prerequisite.

3+ years’ Experience in Business process mapping and Business process re-engineering using any process mapping tools preferably UML based.

Interaction Quality Management Platforms

Experience in Administering Quality Monitoring platforms like Avaya ACR/QM, Verint QM etc.

Note

Note: you will be required to attach the following:

#J-18808-Ljbffr

Overview Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world. We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers. In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team – and it's a team that you can be part of.

At Ooredoo, our culture and DNA are at the heart of everything we do. We are a diverse and inclusive global family, united by a shared passion for innovation and excellence. We believe that our success is built upon our people’s strengths. Join us and become a vital part of our dynamic culture, contributing to our mission of enriching people's lives through cutting-edge communications. Ooredoo's future is bright, and you can be part of our ongoing success.

The Role To manage the support of various Customer care operational infrastructure and be responsible for KPI reporting and analysis of all Customer Care KPI’s and metrics. The role is responsible to ensure customer care infrastructure platforms like PABX, IVR, ACD and other OSS platforms and applications are highly available and tailored to suite business and operational needs. Leading continuous Improvement initiatives in customer care. Lead, plan, design & implement new customer centric processes within Customer care and measure the effectiveness of new and existing processes to optimize costs without impacting the quality of customer service. Also, to be responsible for ensuring premium quality of customer interactions handled by care executives across customer care.

Key Accountabilities and Activities Conduct ongoing and regular review and refinement of existing processes and procedures within the customer care to ensure superior customer service.

Review the customer care MIS reports and determine conclusions and recommendations for cause and effect relating to improvement of KPIs and customer service.

Produce comprehensive reports detailing the result of all analysis conducted on a monthly/ quarterly basis.

Compile and analyze information on other contact centers/customer care with the objective of benchmarking products and services.

Work as part of a project team and conduct analysis as required at various stages of the project lifecycle (client needs, process definition, operational modelling and analysis, s/w selection and procurement, process and system implementation, acceptance testing and training).

Plan, conduct, and manage Customer Care KPI targets on a monthly basis and on recognition programs, as required.

Communicate with users, conduct acceptance testing, requirements gathering and prioritization.

Produce functional requirements specifications, including acceptance criteria.

Assess business readiness; compile rollout checklists, training set up and interdepartmental co-ordination.

Review the performance of new ventures and provide feedback on their performance as compared to local and regional party operations.

Ad hoc projects as requested.

Oversee the Maintenance of already existing documented business process and act as a repository for all of the division’s business processes

Assist business process owners in identifying new processes and documenting them.

Work with Business process owners to enhance, optimize, re-engineer and monitor business processes when required.

Design and implement various operational KPI performance dashboards for a variety of audience and stakeholders across the business unit.

Drives Continuous Improvement to quantitatively and qualitatively reduce costs, improve quality, and service.

Manage and take a lead role in promoting and improving quality processes, expectations, and results

Responsible for discrete categories of Process Effectiveness tracking including tracking down-time results, improving data integrity and developing improvement plans based on the data.

Establishes and manages process implementation for “right first time” performance and incorporates this philosophy in the continuous improvement lifecycle.

Identify root cause for problems and assist problem management teams in error prevention or error correction actions

Conduct ongoing and regular review and refinement of existing processes and procedures within Customer Care to ensure superior customer service.

Review Customer Care reports and determine conclusions and recommendation for cause and effect relating to improvement of KPIs and customer service.

Process and activity performance Monitoring

Use DMAIC problem solving methodology, Value Stream Management planning to drive various CIP projects

Coordinate and facilitate Kaizen events for the continuous improvement of various operational processes.

Responsible for managing the first line support for all Customer Care operating systems, including but not limited to, Customer Relationship Management (CRM), Automatic Call Distribution (ACD), Workforce Management System (WMS), IVR (Interactive Voice Response) and any other in-house developed applications which are used in Customer Care in terms of configuration and set up.

Ensure that the System Support team is performing to accepted levels in terms of quality of support and timeliness of response and production of reports.

Create work breakdown structures for the System Support team and ensure that the team is performing their activities/tasks in accordance.

Ensure that all support processes and procedures are clearly documented.

Ensure all in-house developed applications are properly tested before deployment.

Ensure all system related technical documentation for Customer Care operational systems are up-to date.

Recommend the best possible system/application architecture for future systems/applications in Customer Care that would satisfy the business needs.

Accountable for the review, tracking, testing and implementation of all system related change requests where applicable, from the various customer care functional areas.

Oversee the review, tracking, testing and deployment of all operational reports and related change requests where applicable, from the various Customer Care areas.

Actively participate and assign support resources for various customer care related projects.

Ensure that unresolved technical issues are escalated to IT/Technology for second line support and tracking /follow up is done periodically to get the issues resolved.

Research, identify and define the business drivers that require a project to be instigated including completion of any PMO documentation.

Carry out analysis of resource requirements including: Timescales, people, systems requirements, financial commitments and impact to operations regarding service levels, sales volumes, and training requirements.

Prepare RFP documentation for any external vendors required to assist in a project

Assess RFP responses and presentations in order to identify a preferred supplier

Monitor and report on pre-project activities and provide relevant management information.

Liaise with project sponsor and project team on any task, system or people resource issue that may impact the progress of a project.

Undertake issue investigations that allow alternative approaches to task completion to be considered emanating in the production of an issues log / action plan.

Conduct project presentations and run update meetings capturing issues, progress and additional tasks.

Proactively liaise with project sponsors and stake holders in order to obtain permission for an activity or a decision on a task that allows the project to proceed.

Communicate and manage with any third parties that have a specific involvement with a project.

Produce post-project analysis against agreed critical success factors and provide appropriate management information regarding return on investment and achievement of critical success factors on a project post implementation.

Manage Scheduling activities in conjunction with the head of QC and scheduling.

Ideation and formulation of efficient shift strategy that is in-line with the manpower plan.

Manage the development of monthly forecast strategy with line managers and direct reports.

Manage the development of “What If Scenarios” to handle interaction volume spikes.

Formulate Manpower plan and budgets that are of tactical and strategic in nature

Conduct periodic reviews with key stakeholders and top management on ways to improve the work force management process, taking into consideration trends in shrinkage, adherence, forecast accuracy etc.

Drive various manpower cost optimization strategies from a WFM perspective.

Supervise the work of direct reports to ensure they meet their objectives, are kept motivated and perform in accordance with their job description. Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities. Delegate responsibility to direct reports, in accordance with their role and ability, to ensure they are developed and maximise their potential.

Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.

Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.

Other duties as directed by Director or other superiors.

Qualifications Bachelor's degree in business or statistics or a related discipline from a recognized tertiary institution.

Other Information 5-6 years’ experience required.

3 + years coaching and supervisory experience.

Effective interpersonal skills, ability to operate at all levels of the organization.

Exposure to a project driven environment.

Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.

Fluent verbal and written communication in both Arabic and English.

Management and organisational skills.

Creative thinking and ability to work effectively under pressure and tight time-lines. Six Sigma Green Belt Certification or a Kaizen certification would be an added advantage

Demonstrated competencies in analysis methodologies and experience of CASE based tools would be an advantage.

Project tracking/ management is a prerequisite.

3+ years’ Experience in Business process mapping and Business process re-engineering using any process mapping tools preferably UML based.

Interaction Quality Management Platforms

Experience in Administering Quality Monitoring platforms like Avaya ACR/QM, Verint QM etc.

Note Note: you will be required to attach the following:

#J-18808-Ljbffr

**Responsibilities**:

- 1. Business and profit planning as well as representation of Service and Logistics -Define a vision and derive strategic and operative objectives. -Develop appropriate performance indicators for Service and Logistics derived from the corporate strategy in coordination with Management as well as neighboring departments. -Create binding investment, cost, sales and profit plans based on strategic and operational goals, taking into account the overall value chain (such as market share for Service and Parts, volume planning for Parts and Accessories and vehicle throughput). -Monitor and manage Service and Logistics by means of consistent observation and analysis of key figures. -Regularly check goals and measures and derive and ensure the implementation of appropriate corrective measures if necessary. -Ensure that vehicle hand-over is done according to distributor standards. 2. Service & Parts market development -Ensure systematic service and parts market development within Service and Logistics. -Creation of marketing plans for Service and Logistics. -Develop marketing measures for customer loyalty and acquisition. -Implement available marketing measures for sales support. -Sustain the effectiveness of marketing measures and communicate to the entire executive management team. 3. Control of Service and Logistics processes and quality assurance -Develop, communicate and monitor quality targets and process standards given the manufacturer’s specifications. -Ensure consistent quality of work, processes, repairs, and advisory service. -Plan and optimize work processes as well as their interfaces, with the aim of the best possible customer support. -Identify and control the relevant drivers as well as develop and consistently implement measures, with the aim of continuous retention and improvement of customer satisfaction (CSI). -Ensure consistent customer relations management (CRM) across divisions and sales stages. 4. Complaint management -Develop a professional and sustainable complaint process as well as the interfaces, in the interest of the best possible customer support.**Job Requirements**:
**Educational Qualifications**:

- Education Degree- : Bachelor- Major- : Business Administration / Engineering.**Experience**:

- Years of Experience
- : 5 - 7 Years
- Field of Experience- : Automotive Aftersales

**Skills**:

Problem Solving & Result Orientation -Customer Orientation -Team Work & People Management -Communication & Interpersonal Effectiveness -Process Excel & Quality Focus -Strategy and planning -Leadership and Managing Change -Decision Making & Risk Management**Other Requirements**:

- Gender- : Male- Age- : 30 - 40 Years- Preferred Language- : Arabic- Duty Shift / Timings- : One Shift / 8:00 am - 5:00 pm**Salary & Benefits**:

- Salary- : Attractive Salary- Other Benefits- : Company Car HRA**Job Remarks**:

- Job Country- : Kuwait- Nationality- : Any- Career Level- : Management

IMEA (India, Middle East, Africa)

Kuwait

LE_0165-Grome Marketing (Cyprus) Ltd.

Employee Assignment

Not remote

Full Time

15 July 2025

Responsible for operational performance of LIXIL-Grohe service providers & overall service excellence in Kuwait. He/She will be involved in daily issues resolution assignment & tracking on end-to-end conditions, providing technical support to all customer groups, focusing on a project channel, spare parts stock in/out and forecasting, mitigation of business-critical service incidents & customer satisfaction. In this role, he/she will also be responsible for brand reputation retention, warranty reporting, contracts & invoicing, hands on & service visits to VIP customers & project sites.

Primary Responsibilities

Daily operational & field service management incl. field Service & Back-office team management (tasks assignment, KPIs, targets creation & assignment) Spare parts stock keeping, tracking of items & reflecting in the SAP Service partners performance monitoring & reporting Case routing, escalation, assignment, tracking Service visits to VIP customers & projects sites Invoicing of spare parts & services Technical Support Expertise on GROHE product portfolio Implement principles of rational expense & service (remote support, spare parts & components first vs. complete products replacements and external technicians visits) Support the service initiatives & roll-out of spare parts sales & distribution Execute other tasks assigned by Leader, Service Gulf & Levant

Qualifications

Bachelor degree in IT and/or Engineering field Engineering background 3-5 years of experience in technical service Technical & analytical mindset Can do attitude, problem solver, result oriented, ability to act independently Willingness to study, strive for perfection & help people Ability to operate PC on a level of experienced user, read electrical schemes & explode drawings Preferably experienced in CRM, FSM, WMS & SAP Plumbing expertise preferred, but not mandatory Service background in automotive, heating and or AC fields Customer & human centric, ability to work with objections & efficiently communicate with customers and express ideas & solutions Being punctual and attention to details

#J-18808-Ljbffr

**Responsibilities**:

- 1. Business and profit planning as well as representation of Service and Logistics -Define a vision and derive strategic and operative objectives. -Develop appropriate performance indicators for Service and Logistics derived from the corporate strategy in coordination with Management as well as neighboring departments. -Create binding investment, cost, sales and profit plans based on strategic and operational goals, taking into account the overall value chain (such as market share for Service and Parts, volume planning for Parts and Accessories and vehicle throughput). -Monitor and manage Service and Logistics by means of consistent observation and analysis of key figures. -Regularly check goals and measures and derive and ensure the implementation of appropriate corrective measures if necessary. -Ensure that vehicle hand-over is done according to distributor standards. 2. Service & Parts market development -Ensure systematic service and parts market development within Service and Logistics. -Creation of marketing plans for Service and Logistics. -Develop marketing measures for customer loyalty and acquisition. -Implement available marketing measures for sales support. -Sustain the effectiveness of marketing measures and communicate to the entire executive management team. 3. Control of Service and Logistics processes and quality assurance -Develop, communicate and monitor quality targets and process standards given the manufacturer’s specifications. -Ensure consistent quality of work, processes, repairs, and advisory service. -Plan and optimize work processes as well as their interfaces, with the aim of the best possible customer support. -Identify and control the relevant drivers as well as develop and consistently implement measures, with the aim of continuous retention and improvement of customer satisfaction (CSI). -Ensure consistent customer relations management (CRM) across divisions and sales stages. 4. Complaint management -Develop a professional and sustainable complaint process as well as the interfaces, in the interest of the best possible customer support.**Job Requirements**:
**Educational Qualifications**:

- Education Degree
: Bachelor- Major
: Business Administration / Engineering.**Experience**:

- Years of Experience- : 5 - 7 Years- Field of Experience- : Automotive Aftersales**Skills**:

Problem Solving & Result Orientation -Customer Orientation -Team Work & People Management -Communication & Interpersonal Effectiveness -Process Excel & Quality Focus -Strategy and planning -Leadership and Managing Change -Decision Making & Risk Management**Other Requirements**:

- Gender
: Male- Age
: 30 - 40 Years- Preferred Language
: Arabic- Duty Shift / Timings
: One Shift / 8:00 am - 5:00 pm**Salary & Benefits**:

- Salary
: Attractive Salary- Other Benefits
: Company Car HRA**Job Remarks**:

- Job Country
: Kuwait- Nationality
: Any- Career Level
: ManagementThis job has been sourced from an external job board.

Job Summary

The role is responsible for establishing and managing a structured Project Management environment aligned with best practices and SDLC standards. The position oversees the planning, execution, and monitoring of IT and MIS project portfolios, ensuring delivery within scope, time, and budget. The role requires close collaboration with project managers, stakeholders, and sponsors to ensure governance, risk management, and continuous improvement in project delivery.

In addition, the role supervises the IT service desk team, ensuring high-quality service delivery, adherence to SLAs, effective incident management, and ongoing skill development. By combining strong project management expertise with IT service management oversight, the role drives organizational efficiency, process improvements, and enhanced customer experiences.

Job Duties Include But Are Not Limited To

• Setup the Project Management environment following best practice standards. This includes the methodology to be followed in managing projects, Phases, deliverables, templates to be used within each phase of the SDLC.
• Lead and manage IT projects from initiation to completion, ensuring they are delivered on time, within scope, and within budget.
• Provide oversight and follow-up on MIS/IT project portfolios to ensure they are progressing according to plan, budget, and deadlines.
• Collaborate with project managers and teams to ensure proper management of project is being followed to ensure success.
• Track the progress of projects within the portfolio of projects, providing regular updates to stakeholders on status, risks, and issues.
• Maintain clear and effective communication with project sponsors, stakeholders, and management to ensure alignment and support.
• Identify and mitigate risks across the project portfolio to ensure successful project delivery.
• Evaluate the performance of projects and the portfolio as a whole, identifying areas for improvement and implementing necessary changes.
• Establish and maintain project governance structures, processes, and standards to ensure consistency and quality in project delivery.
• Manage changes to the project portfolio, ensuring that changes are assessed, approved, and communicated effectively.
• Promote and implement continuous improvement initiatives within the project management processes and portfolio management practices.
• Supervise and lead a team of service desk agents and technicians, providing guidance, support, and feedback to ensure high-quality service delivery.
• Ensure the timely and effective delivery of IT services to end-users and customers, meeting or exceeding predefined service level agreements (SLAs).
• Oversee the handling of IT incidents and service requests, ensuring they are properly logged, categorized, prioritized, and resolved within acceptable timeframes.
• Interact with users to understand their needs, address concerns, and gather feedback to continuously improve service quality.
• Monitor and evaluate the team's performance, identifying areas for improvement and implementing corrective actions as needed.
• Organize training sessions to enhance the skills and knowledge of the team, keeping them up to date with the latest technologies and management best practices.
• Ensure accurate and up-to-date documentation of processes, procedures, and troubleshooting steps to facilitate knowledge sharing and consistency in service delivery.
• Continuously analyze service desk metrics and customer feedback to identify opportunities for process improvements and enhanced customer experiences.
• Handle and escalate complex or high-priority issues to appropriate teams or management for resolution.
  
  

Required Qualification

• Education: A bachelor's degree in computer science, information technology, business, project management, or a related field is typically preferred. A master's degree is a plus.
• ITIL (Information Technology Infrastructure Library) and PMP (Project Management Professional) certifications are required to demonstrate proficiency in IT service management and project management. Certification in portfolio management, such as MoP (Management of Portfolios) and SDLC (Software Development Life Cycle), is advantageous
• Work Experience: Extensive experience in project management, with at least several 5- 7 years in a portfolio management role. Prior experience in a service desk or IT support role is in a supervisory or team lead position is a plus.
• Preferred Language: Arabic & English
  
  

Required Professional Skills.

• A strong understanding of IT systems, hardware, software, and network troubleshooting is necessary. Familiarity with various operating systems, IT service management (ITSM) tools, and project management software is advantageous.
• Excellent verbal and written communication skills are crucial for interacting with customers, team members, and other stakeholders effectively.
• The ability to lead, motivate, and mentor a team is essential to ensure a productive and cohesive work environment.
• Strong analytical and problem-solving skills are necessary for identifying root causes of issues and implementing effective solutions.
• A customer-centric approach and dedication to providing exceptional service are vital in this role.
• Effective time management and organizational skills are necessary to prioritize tasks and meet deadlines.
• Ability to think strategically and align the project portfolio with the organization's goals and objectives.

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About IKEA Kuwait

IKEA is the leading Life at Home brand in Kuwait. We offer well-designed, functional, and affordable, good quality home furnishing beautiful solutions, produced with care for people and the environment. There are several companies with different owners, working under the IKEA Brand, all sharing the same vision: to create a better everyday life for the many people. IKEA has been in Kuwait for more than 40 years, operated by Al Homaizi Limited and is very well established in Kuwait. IKEA has 6 stores in Kuwait, IKEA The Avenues, The Warehouse, 360, Assima Mall, Khiran Mall and IKEA For Business in Shuwaikh. Who we are and how we work

We believe in people. We have an optimistic attitude in the way we are and in the way we do things. We believe in diversity, equality and inclusion because they increase our understanding of our customers and each other. We empower and develop our teams through on-job intensive trainings, working together and providing an international and diverse workplace. In IKEA, every job is different, and every day is different. Are you up to the challenge to join our dynamic and creative work environment? Job Description

To lead the development and execution of a unified media strategy across Kuwait, Morocco, and Jordan, ensuring alignment with IKEA commercial goals and local market needs. The role focuses on optimizing media investments through data-driven decision-making and performance analysis, while fostering innovation, best practices, and strong partnerships with internal and external stakeholders. The ultimate purpose is to strengthen the IKEA brand positioning and drive visitation to all customer meeting points across markets. Define the yearly media direction and investment strategy lead according to the company strategy for the 3 countries (Kuwait, Jordan and Morocco) supporting the commercial agenda. This will be done for Kuwait directly and in close co-operation with marketing managers of Morocco and Jordan to support the broader business and marketing strategy. Responsible for holding agency to account for all aspects of ATRACT & ACTIVATE in Kuwait and Jordan. Develop the media strategy and take responsibility for the effective and efficient use and measurement of all media to ensure the planning and buying of media are aligned with the strategy. This includes all media channels (on and offline) utilized on a yearly basis and for each campaign (owned, paid and earned). Campaign management: Produce clear media briefs for all media agencies and secure a high quality of execution that will deliver clear and relevant to reach the campaign objectives. Follow up after execution of communication to analyze and report the performance periodically and secure the optimization adjusting the plans when necessary, according to the business performance and needs. Econometrics lead: Application of econometrics and attribution model learnings to drive ongoing improvement Audit process and Agency service evaluation management and follow up. Responsible for driving thought leadership and best practice in the team. Publisher / vendor partnerships management and negotiation support Manage agencies relationships in alignment with the marketing managers of the countries and marketing Director in any activities related to briefings, feedback, scope of work, contracts,fees, setting objectives and agency reviews in order to secure the most efficient and effective outcome. Co-operate with all functions involved in the execution of the marketing and commercial plans and secure maximization of all communication opportunities, securing always high return on investments. Primary point of liaison with the global team

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Early Professional

**How You’ll Make an Impact**

The ServiceOperations Finance Manager is responsible for overseeing and managing thefinancial operations of the Tooling Centre and Field Services team, which playa critical role in supporting the operational and project needs of the SE GSBusiness in Kuwait. This position involves financial planning, analysis,budgeting, and reporting to ensure efficient utilization of resources, accuratefinancial insights, and compliance with contractual regulations.
- Financial Planning and Analysis:

- Monitor financial performance of the investment against target payback.
- Analyze financial data and performance metrics to provide actionable insights and recommendations to optimize tooling center and field services operations.
- Forecast financial trends and assess potential risks, recommending proactive measures to mitigate them.
- Compliance and Regulatory Oversight:

- Oversee preparation and submission of regular reports to KDIPA to ensure compliance with offset obligation contractual requirements.
- Collaborate with legal and regulatory teams to address financial compliance matters.
- Coordinate financial audits and liaise with auditors to facilitate the audit process.
- Budgeting and Cost Control:

- Prepare and manage annual budgets for the tooling center & field services, considering operational requirements and business goals.
- Monitor and control expenditures to ensure adherence to approved budgets, identifying areas for cost reduction or process improvement.
- Collaborate with department heads to ensure accurate and timely cost allocation and reporting.
- Financial Reporting:

- Generate timely and accurate financial reports, including income statements, balance sheets, cash flow statements, and variance analysis.
- Summarize financial data for executive presentations, highlighting key performance indicators and trends.
- Prepare ad-hoc financial reports and analysis as requested by management.
- Performance Metrics and KPIs:

- Define and track relevant performance metrics and key performance indicators (KPIs) for the tooling center's financial health.
- Evaluate KPIs to measure efficiency, profitability, and resource utilization, making recommendations for improvement.
- Strategic Decision Support:

- Provide financial insights and recommendations to support strategic decision-making for the tooling center.
- Participate in cross-functional teams to assess potential investments, partnerships, and expansion opportunities.
- Team Management and Development:

- Lead and mentor a small team of finance professionals, fostering a collaborative and results-driven work environment.
- Conduct performance evaluations, provide feedback, and identify opportunities for professional growth.

**What you Bring**
- Bachelor's degree in Finance, Accounting, Business Administration, or a related field; MBA or relevant professional certification (e.g., CFA, CPA) is a plus.
- Proven experience (min 7 years) in financial management, preferably within the energy or related sectors.
- Excellent communication skills with the ability to present complex financial information to non-financial stakeholders.
- Thorough knowledge of relevant financial regulations, standards, and best practices.
- Demonstrated leadership and team management skills.
- Strong analytical, problem-solving, and decision-making abilities.
- Attention to detail, accuracy, and the ability to work effectively under pressure.

**Who is Siemens Energy?**

At Siemens Energy, we are more than just an energytechnology company. We meet the growing energy demand across 90+ countrieswhile ensuring our climate is protected. With more than 92,000 dedicatedemployees, we not only generate electricity for over 16% of the globalcommunity, but we’re also using our technology to help protect people and theenvironment.

Our global team is committed to making sustainable,reliable, and affordable energy a reality by pushing the boundaries of what ispossible. We uphold a 150-year legacy of innovation that encourages our searchfor people who will support our focus on decarbonization, new technologies, andenergy transformation.

**Our Commitment to Diversity**

Lucky for us, we are not all the same. Throughdiversity we generate power. We run on inclusion and our combined creativeenergy is fueled by over 130 nationalities. Siemens Energy celebrates character
- no matter what ethnic background, gender, age, religion, identity, ordisability. We energize society, all of society, and we do not discriminatebased on our differences.

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