Customer facing & Business Support supervisor

Job Description

Accountabilities

Key activities

Overall goals / Typical measures

Customer – Internal

§To provide business applications to the business entities:

–Planning core application deployment for new proprietary software and versions with the GIS Operations Centres deployment and support teams

§To provide technical support:

–Resolving problems to all users over Morocco, Mauritania & Tunisia

§To proactively support and advise Business Entities on Business Services issues. These include:

–Business projects with Program Delivery team

–Work Closely with Program Delivery to implement new Business solutions.

–Provide full support to the ESS support team

–Implement new Customer integration DEC, XMLPI, MYDLAPI

–To provide user training and on-going user support.

–

§Business Services are delivered to all Business Entities to a high standard, in a timely manner and with ongoing support.

§Service Level Agreements for Business Services are met or exceeded.

§All deployed software performs in an optimum manner.

§Implementation of new or updated applications maximises the level of operational service with minimal disruption to the core business.

§

Process

§To continuously review business direction, business processes and available applications through:

–Business needs analysis in the context of regional and country direction

–Participate with Program Delivery team to implement new EGAP solutions

§Ensure that all ESS KPIs are met

§To promote ESS solutions to customers , Sales and Operations

§To Work With ESS Support team to promote the ESS solutions , deliver ESS Awareness to Customers, Sales and Operations

§Data quality meets local and global standards.

§Full process documentation for all operational systems.

People – Management

§To develop IKOs/KPIs with team members and monitor individual ESS support team performance.

§To identify training needs and opportunities to develop a highly skilled Business Services team.