Service Delivery Manager

• Location – Abu Dhabi

Job Description: Service Delivery Manager

The IT Service Delivery Manager oversees several key functions within the Client’s IT department that enable the delivery of a high-quality service to customers, and to ensure Service Support and Service Delivery processes are in place to meet client’s needs. This position is a customer facing role and requires that you establish and manage expectations within the customer and drive the support talents to achieve those expectations to a high standard.

Key Services and Expertise:

·         Working closely with Managed Services client stakeholders and understand operational drivers in underlying operations teams, processes, and infrastructure, to assess continuous improvements across the supporting teams with a view to forecast customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.

·         Coordinating with a team of LOB Service Delivery Managers in a customer driven environment that is undergoing multiple key support areas.

·         Actively participating in governance calls with the clients for effective process management and alignment on the managed services journey.

·         Lead and provide daily management and direction for MSP resources.

·         Ensure that MSP resources get continuous training for improvement of service delivery and resources availability.

·         Ensure Managed Services client’s IT services continuity by providing an efficient and successful support operations.

·         Assist developing plans to meet client’s business growth targets and objectives, technically and financially.

·         Provide accurate KPIs and metric reporting about Supplier resources, implementing client’s policies, processes and procedures wherever applicable.

·         Develop and maintain a good relationship with client’s stakeholders.

·         Assist Client with Internal/ External Auditors and report any observations, findings, and requirements to the Client for the appropriate action.

·         Provide measurements to client’s management and other service delivery processes to satisfy measurement requirements and comply with strategies, business needs, and key directions (in terms of quality, cost, performance, and resource control).

·         Working closely with the transformation and project Teams to assist in managing and nurturing client relationships.

·         Working within leadership structure to provide insight and thought leadership on ITSM and ITIL process development, the current position, roadmap, and strategic direction aligned with client strategy and roadmap.

·         Participating in all relevant governance forums, from Product to Account to Vendor/Partner and work with the relevant stakeholders to ensure a focus on correct governance and continuous improvement.

·         Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.

·         Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.

·         Developing and nurturing excellent client relationships at the executive, management and as appropriate operational levels supporting the Transformation and Project Management team in establishing the customers/clients as reference Accounts and supporting growth opportunities

·         Promoting Customer/client satisfaction through efficient, effective assessment of operational requirements and proactively managing issues that could impact service delivery.

·         Providing an effective Liaison with the Account Managers, Transformation and Project Managers and attend customer meetings as required, provide updates as required.

·         Reports to Delivery Executive.