Client Services Manager
Coca Cola
Cairo, EG
منذ 3 يوم

Position Overview :

The Client Services Manager (CSM) has direct responsibility for delivering standard and high quality IT products & services for all end-users located in assigned CPS plants.

The CSM partners with the local Business Unit to deliver IT products and services for the CPS sites and other TCCC sites as required.

The CSM will engage with the relevant CPS site leadership teams to agree business priorities in the delivery of project and day to day services for the sites.

The CSM will also engage with the CPS IT Infrastructure manager to plan and implement IT capital spend projects in line with site master plans and technology roadmaps.

The CSM manages a virtual team of IT associates (internal and contract) across a minimum of 3 locations.

Function Related Activities / Key Responsibilities :

1. Service Management & Measurement : Be responsible for the quality of the delivery of all IT baseline services to service levels i.e.

  • Single point of escalation for all sites under his / her responsibility
  • Clearly communicate the processes, services and value of these to the sites.
  • Ensure that all IT services are agreed, defined and delivered. This includes the handling of VIP (senior management) issues and complaints.
  • Measure and continuously improve these services and report appropriately to the client groups.
  • 2. People leadership for direct reports : enabling performance, development and career planning and follow-up, feedback / coaching.

    Management of services contract for contract personnel

    Business relevant and timely communication with the team

    Run routines involving all direct reports, service contracts in order to

  • Follow-up on ticket resolution status in each and every site location of his / her responsibility re. issues affecting VIPs
  • Drive common initiatives to improve IT client services in areas of service desk, desk side support, network, telephony, service requests, IT survey
  • 3. Business & Technology Improvement Projects : Drive business productivity and collaboration via the use of standard global technologies

  • Proactively identify opportunities to add value to the business through direct engagement with the business at all levels to develop the understanding of how IT collaboration tools can simplify and speed up work.
  • Engage with CPS IT Infrastructure Team in prioritization discussion from an end user perspective
  • Supervise the planning, development and delivery of IT exploitation programs across the sites.
  • Be responsible for the execution (on scope, on time, on budget) of all collaboration and exploitation projects within assigned sites.
  • Track delivered benefits.
  • Assist in the preparation of the capital plan and technology roadmaps
  • Identify IT related needs and implement the best solutions
  • Provides support for shop floor IT hardware, including but not limited to servers, storage, network switches, desktop PCs
  • Assists in the evaluation and selection of solution for Manufacturing Execution Systems. ,
  • Works with local automation team to execute automation projects which require IT inputs.
  • 4. Responsibility to comply with Information Risk management procedures including IT audit requirements, Disaster Recovery Procedure and IT Business Continuity Plan, Information Protection Policy, AUP etc.

  • communication. Responsible for complying with procurement policy requirements and chart of authority approvals
  • 5. Drive efforts of upgrading Data analytics and Industry 4.0 efforts driving and enabling implementation of improvemenet opportunities with the local teams

    6. Provide the LT with advice / recommendations related to business improvement and enhancement e.g. new technologies, systems, training and development, etc..

    Education Requirements :

    University / Bachelor’s Degree

    Related Work Experience :

  • 10+ years in a busy operational IT manufacturing plant environment
  • Building relationships and networks, preferably in a customer facing role
  • Leveraging vendors / internal service providers and matrix organizations for program execution
  • IT program deployment and change management and improvement plans definition and execution in a manufacturing environment
  • Experience of leveraging collaboration technologies
  • Virtual team leadership and people management
  • Experience with SAP and / or Industry 4 and Industrial IOT
  • Functional Skills :

  • Communication - This is a complex area as communication reaches users in different countries with different cultures. Responsible for communicating IT plans and strategies to relevant CPS site leadership teams in assigned site / country responsibility
  • Analysis / Problem Solving - requires a broad IT knowledge in order to make the assessment of the situation, conduct the appropriate dialogue with specialized teams and develop the relevant client communication
  • Innovation - deployment of new technologies by ensuring the best possible end user experience including relevant training and documentation
  • Our Growth Culture :

    One of the reasons our company continues to thrive after 130+ years is having a company culture that supports and rewards behaviors that lead to growth.

    Our Growth Behaviors, as we call them, are ways of being and working that help to make us successful. Think about how you can bring this to life in your next role at Coca-Cola.


    Keep seeking, never settle. Staying curious about what is outside, and two steps ahead inspires us to challenge the status quo.

    Having the courage to look and leap is the way we grow. Because asking what if? pushes us to the next level as people and as a company.


    Make it happen . True empowerment is the result of taking responsibility. This means giving yourself permission to see it, say it and do it, and owning the outcomes.

    Because we move forward faster when we all take action.

    Version 1.0, 2.0, 3.0

    Push for progress, not perfection. There are very few overnight successes. Greatness is borne of many little victories (and failures).

    Share v 1.0, test it, and make it better. Then create the next version. Because the moment we think something is perfect, it will be obsolete.


    Include, value and trust each other. We are smart alone but together we are genius. This means being inclusive, giving the benefit of the doubt and being responsible for each other.

    Because, for our company to thrive for the next 100+ years, smart isn’t enough. We need genius.

    We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and / or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

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