Job description

The Senior Manager, Customer Solutions role at Omantel Head Office within the ICT and Digital Solutions division is responsible for leading the presales and solution design functions of the ICT business. The role focuses on developing and implementing presales and solution design strategies that support business teams in creating innovative ICT solutions, maximizing sales win rates, and driving revenue growth. Operating at Grade L2 within the Business unit, the position oversees customer solutions strategy aligned with Omantel’s business goals, ensuring compliance with relevant regulations and standards. The role includes budget development and management for customer solutions projects, establishment and monitoring of key performance indicators, execution oversight, quality assurance implementation, and risk mitigation. The Senior Manager conducts market research to track industry trends and competitor activities, gathers and analyzes customer feedback to inform solution enhancement, and implements strategies to improve customer retention and satisfaction. The role manages vendor and external partner relationships, oversees resource allocation, resolves complex customer issues, prepares and presents performance reports to senior management, and drives continuous improvement and innovation. Additionally, the role develops and delivers training programs to enhance team skills and knowledge while managing stakeholder collaboration across internal and external parties within the ICT and telecommunications ecosystem.