Zara Zaman Technology Ltd.

We are looking for an experienced and proactive Service Manager to oversee daily service operations, ensure compliance with agreed Service Level Agreements (SLA), optimize operational processes, and maintain high standards of customer and technical support. The role requires strong leadership, analytical, communication, reporting, and problem-solving skills to ensure efficient service delivery and continuous operational improvement. Key Responsibilities: ✔ Oversee day-to-day service operations in line with established processes, service standards, and agreed SLA requirements. ✔ Develop, review, and optimize operational processes to improve service efficiency, productivity, resource utilization, and overall service quality. ✔ Monitor engineers' daily support calls, service activities, system performance, and operational reports to identify issues and areas for improvement. ✔ Monitor individual service calls and support tickets in the system, identify exceptions or delays, and immediately escalate critical issues for timely resolution. ✔ Track the progress of open tickets and ensure that pending technical issues are followed up and resolved within the agreed service timelines. Reporting & Escalation ✔ Prepare and submit regular service operation reports to Management, highlighting critical issues, delays, recurring problems, and unusual support activities. ✔ Prepare the Daily Call Report and identify any unusual support requests, unresolved issues, or delays in problem resolution. ✔ Generate Recurring Call Reports and coordinate with the monitoring and technical support teams to identify root causes and initiate urgent corrective actions. ✔ Prepare Engineer-wise Call Reports and share performance-related highlights, operational updates, and key observations with Management. ✔ Review client escalation emails, provide timely updates, and take appropriate action to ensure the respective service issue or support ticket is resolved effectively. Customer & Client Support Oversight ✔ Ensure that customer service and technical support teams consistently meet established service-level targets and deliver quality support. ✔ Handle and coordinate the resolution of escalated client issues from an operational and service-management perspective. ✔ Identify opportunities to improve service processes and operational efficiency based on customer feedback, client requirements, and recurring service issues. ✔ Schedule and coordinate client service meetings with relevant client units and prepare and circulate meeting minutes and agreed action points. ✔ Consult with relevant Support Engineers, Senior Engineers, and Account Managers before attending client meetings to ensure proper understanding of technical and service-related issues. ✔ Follow up on all agreed action items from client meetings and ensure that responsible teams complete their assigned tasks within the required timeframe. ✔ Coordinate with relevant support engineers and technical teams regarding service disputes, pending issues, escalations, and timely resolution of customer problems. Continuous Improvement ✔ Monitor the latest client and support issues, including recurring calls and service concerns raised by clients and banking institutions, to identify operational improvement opportunities. ✔ Analyze recurring service problems and work with relevant teams to identify root causes, corrective actions, and preventive measures. ✔ Continuously evaluate service delivery processes and recommend practical improvements to enhance customer satisfaction, technical support efficiency, SLA compliance, and overall operational performance. ✔ Stay updated on service trends, customer expectations, technical issues, and operational best practices to support continuous improvement across the service function.