Service Development Specialist

Job description / Role

Job Description

Job Summary:

We are seeking a highly motivated and experienced Service Development Specialist to join our Customer Service Outsourcing Division. As a Service Development Specialist, you will be instrumental in designing, developing, and launching new service offerings that address the needs of our clients and enhance our market competitiveness. You will work closely with cross-functional teams to ensure that new services are scalable, profitable, and aligned with our strategic objectives.

Key Responsibilities:
- Service Design and Innovation : Lead the ideation and conceptualization of new services. Design service delivery models that enhance client satisfaction and operational efficiency.
- Market Analysis : Conduct comprehensive market research to identify trends, assess customer needs, and understand the competitive landscape. Translate insights into actionable service development plans.
- Project Management : Oversee the development and implementation of new services from concept through to launch. Ensure projects are completed on time, within budget, and meet quality standards.
- Stakeholder Management : Collaborate with stakeholders across the organization, including marketing, IT, operations, and senior management, to gain buy-in and support for new service initiatives.
- Financial Planning : Develop cost models and pricing strategies for new services. Work with finance teams to ensure new offerings are financially viable and meet profitability targets.
- Training and Support : Coordinate with the training department to ensure that staff are equipped to deliver new services effectively. Oversee the development of training materials and programs.
- Quality Assurance : Establish quality metrics and standards for new services. Implement continuous improvement practices to enhance service delivery over time.
- Regulatory Compliance : Ensure all new services comply with relevant laws, regulations, and industry standards.

- Bachelor's or master's degree in business administration, Service Management, or a related field.
- Minimum of 5 years of experience in service development, preferably within a BPO or customer service-focused industry.
- Proven track record of successfully developing and launching new services.
- Strong project management skills and experience with project management tools and methodologies.
- Strong skills in Microsoft Office Suite including PowerPoint, Excel
- Excellent analytical, problem-solving, and decision-making skills.
- Strong financial acumen and experience in budgeting and financial modeling.
- Outstanding communication and interpersonal skills, with the ability to work effectively with all levels of the organization.
- Proficiency in CRM, Contact Center Technologies and ERP software is a plus.

Technical Skills:
- Strong understanding of service development processes and methodologies
- Excellent project management skills
- Proficiency in analyzing market trends and customer needs
- Ability to develop and implement service improvement plans
- Excellent communication and interpersonal skills
- Strong problem-solving and decision-making abilities
- Proficiency in data analysis and reporting
- Knowledge of service quality standards and best practices
- Ability to work collaboratively with cross-functional teams
- Strong organizational skills and attention to detail.

Education:
- Business Administration

About the Company

Giza Systems, a leading systems integrator in the MEA region, designs and deploys industry-specific technology solutions for asset-intensive industries such as the telecoms, utilities, oil and gas, hospitality and real estate among other market sectors. We help our clients streamline their operations and businesses through our portfolio of solutions, managed services, and consultancy practice. Our team of 1000 professionals are spread throughout the region with anchor offices in Cairo, Riyadh, Dubai, Doha, Nairobi, Dar-es-Salaam, Abuja, Kampala and New Jersey, allowing us to service an ever-increasing client base in over 40 countries.