CRM Technical Expert Customer and Partner Management job at Etisalat

Job Purpose

To lead a group of qualified technical resources as well as being responsible for delivering and owning a stream of critical software applications to ensure Etisalat’s business continuity and competitive edge.

Report To Position Name

• Act as a domain knowledge expert in one or more of the telecom business units. • Ensure that the project plans delivered by the demand team is correct and in sync with the project scope and milestones. • Set the roadmap and technical strategies for all projects assigned within domain. • Manage resource allocation across different projects. • Review the requirements and validate the technical feasibility. • Align with the project tasks and due dates to ensure on-time project deliverables. • Ensure following the agreed process throughout the development of the project. • Report required project resources, project progress, risks on time to project manager. • Ensure that all delivered tasks fulfill the requirements and are well tested. • Document the solution architecture and ensure that the detailed design of the solution is available for all the projects. • Ensure that all the artifacts are produced based on the agreed process, and the execution of all the tests as per the agreed process. • Report and on-time escalation of project issues, risk envisioned and issues between team members. • Sponsor prototypes, working experience, best practices that will provide both learning experience for team members and edge in getting new types of internet projects. • Ensure successful release building and preparations of handover documents are complete prior to project handover to the proper teams. • Research development technologies and evaluate new trends and technologies to enhance delivery quality and efficiency. • Performance reviews, identify development needs, and provide appropriate coaching, support and advice on training and career development. • Leading and coaching a team of technical resources through different phases of project life cycle. • Select, manage, motivate, coach and develop all team members. • Establish and lead the culture of innovation within the team. • Record statistical data about team members’ work accuracy per project. • Discuss achievements, concerns, lessons learnt in periodic meetings with team. • Forecast annual resource requirements to plan team expansion. • Customer Centricity : Creates a positive internal customer experience during internal customer journeys and touch points Innovation: Continuously learn new trends in the market and propose new ideas, approaches and insights Operational Excellence : Takes responsibility—Accepts responsibility for outcomes of one’s work; with focus on accurate high quality operations daily routine, processes and workflows. People Management : Demonstration of team spirit and a proactive collaboration with cross functional projects. Demonstrate company values and compliance with company policy. 

QUALIFICATIONS_ESSENTIAL

• University degree in Engineering, Computer Science or Information Technology, 7+ years of Experience. • Extensive experience in delivering IT business solutions in the domain of customer management • Excellent command of English language (Reading, Writing & Oral). • Excellent Telecommunication knowledge. • Excellent interpersonal skills (Negotiation, communications, etc.)

QUALIFICATIONS_DESIRABLE

• Cross functional experience/exposure (Marketing, Sales, Customer Care, Finance, etc.) • Team management, Change Management experience • Experience with large size projects implementation.

EXPERIENCE_DESIRABLE

CRM Certified Project Management Professional Certified/ITIL Certified