Service Delivery Manager

24 hours ago

Riyadh, Saudi Arabia Help AG Full time

The Service Delivery Manager provides governance, direction & assurance to customers and Help AG with respect to transition, onboarding of customers and delivery of Managed Security Services (MSS) and the associated deliverables, ensuring delivery to the appropriate standard and quality. The role will require professional communication, reporting and interaction with customers and internal Help AG stakeholders to document progress and escalate if needed.

**Responsibilities**:

- Have a full understanding of the scope of delivery for each customer as per the contract and proposal
- Identify and clarify gaps between contractual scope and customer expectation and clarify these (via CR) to have the documentation and scope aligned at any time
- Identify all contractual KPI and coordinate measurement of the same, internal and to the customer
- Raise any potential gaps / issues to management before the customer raises it.
- Meetings with Clients minimum monthly and on a quarterly basis with management; more often if agreed as part of the Scope
- Prepare all customer meetings with presentation and collecting required information internally
- Maintain a list of issues / gaps and follow-up internally and provide summary to the customer in the meetings and on request
- Service Transition Management (as required and assigned)
- Handle project and program management, including creation, tracking, and reporting of project/program activities
- Conduct regular meetings with clients to ensure obligations are being met (‘what’ we deliver)
- Optimize and demonstrate the value of the transition process
- Take and manage feedback for improvements to our Transition process, Onboarding and MSS
- Manage issues and actions with respect to Transition, per client
- Service Transition Governance (as required and assigned)
- Conduct regular client-facing meetings (e.g., weekly, monthly)
- Create and report governance practices and onboarding metrics
- Manage and track onboarding to milestones and agreed deliverables, including escalation
- Identify problems affecting Transition (including delays, roadblocks, risks, and issues)
- Report to customers and stakeholders as required
- Quality Assurance (as required and assigned)
- Ensure the transition of customers and services with the expected quality (‘how’ we have delivered)
- Identify, track, and manage issues affecting the quality-of-service transition
- Communicate and coordination with internal and external stakeholders
- Act as an escalation point for service transition across multiple projects and customers
- Identify, validate and handover potential revenue opportunities to Sales/Pre-sales
- Evolve, extend, and expand the Service Transition and the associated governance processes (by agreement with Head of MSS)
- Other tasks as assigned by Senior Manager, SD&G and/or the Head of MS

**Qualifications**:

- Degree in Computer Science, Information Systems, Computer Engineering, a related degree, or relevant industry experience; Expert skills in IT Service Delivery
- ITIL Accreditation (or equivalent relevant experience)
- Customer and team-focused attitude
- Expert skills in usage of Office 365, ITSM Systems
- Demonstrable knowledge and understanding of Information Security Technologies, Concepts and Standards
- Excellent Organizational Skills, ability to influence and manage Customer expectations
- Solid background in IT Service Management, with expertise in Cybersecurity and understanding of management systems including ISMS, BCMS, QMS
- Excellent communication, presentation, and training skills
- Being able to understand complex business processes and activities
- Flexible work approach, based on the job requirements
- Active listener
- Strong interpersonal skills with the ability to collaborate well with others and reconcile differences among resources/departments

**Benefits**:

- Health insurance with one of the leading global providers for medical insurance
- Career progression and growth through challenging projects and work
- Employee engagement activities throughout the year

**About Us**

Help AG is the cybersecurity arm of e& enterprise (formerly Etisalat Digital) and provides leading enterprise businesses and governments across the Middle East with strategic consultancy combined with tailored information security services and solutions that address their diverse requirements, enabling them to evolve securely with a competitive edge.

Present in the Middle East since 2004, Help AG was strategically acquired by e& (formerly Etisalat Group) in Feb 2020, hence creating a cybersecurity and digital transformation powerhouse in the region.

Help AG has firmly established itself as the region's trusted IT security advisor by remaining vendor-agnostic, trustworthy, independent, and cybersecurity focused. With best-of-breed technologies from industry-leading vendor partners, expertly qualified service delivery teams and a state-of-the-art consulting practice, Help AG deli

  • Services Delivery Manager

    9 months ago

    Riyadh, Saudi Arabia DS DeepSource GmbH Full time

    DeepSource is seeking a highly skilled Services Delivery Manager to join our team. As a Services Delivery Manager, you will be responsible for overseeing the successful delivery of services to our clients. You will work closely with cross-functional teams to ensure the timely delivery of projects, manage client expectations, and drive customer...

  • Service Delivery Manager

    2 weeks ago

    Riyadh, Saudi Arabia Injazat Full time

    **Injazat, a G42 company**, empowers organizations to optimize their business goals utilizing cloud and emerging technology solutions (Digital Transformation, Cloud, and Cyber Security.), by co-creating transformational digital platforms and services through public-private partnerships (PPP). Partners include Oracle, Microsoft, ServiceNow, etc. Injazat is a...

  • Service Delivery Manager

    7 months ago

    Riyadh, Saudi Arabia Gulf Business Solutions Full time

    **Company Description** Gulf Business Solutions (GBS) is the leading information and technology solutions provider in the kingdom of Saudi Arabia. Since we started as a business more than thirty years ago, we have grown to an enterprise supported by over five hundred employees, with a rich portfolio of products and services ranging from printing systems to...

  • Service Delivery Manager

    7 months ago

    Riyadh, Saudi Arabia Horizontal Digital Full time

    At Horizontal Digital, we hold ourselves to one key belief: You’re only as good as your worst customer experience. This mantra is what drives our digital consultancy to think beyond the easy answers and instead create websites, apps, portals, and other experiences that solve customer needs for Fortune 500 companies in intuitive and empathetic ways. And we...

  • Service Delivery Manager

    7 months ago

    Riyadh, Saudi Arabia invenioLSI Full time

    **Description**: invenioLSI is the world’s #1 independent SAP consultancy and implementation partner for Public Sector and Services organizations. Our domain specialties include Government, Local Authorities, Policing, Healthcare, Education, Public Transport, and Tax, with a niche and established position within the Media & Entertainment...

  • Senior Manager

    1 week ago

    Riyadh, Saudi Arabia Microland Full time

    Additional details **Level** - P4**Requirement location** - Saudi Arabia - Riyadh**Number of Position** - 1**Employment type** - ML**Cluster/Group** - Microland Delivery**Business Unit** - EMEA**Department** - EMEA**Job Description**: Required Skill Functional - IT Operations Management|Service Portfolio Functional - IT Operations Management|Financial...

  • Service Delivery Management Expert

    6 months ago

    Riyadh, Saudi Arabia Capgemini - Zcomme Full time

    The Role - The Service Delivery Manager ensures seamless service delivery, high customer satisfaction, and adherence to service level agreements. - Key responsibilities include overseeing the service delivery process, resolving issues, and driving continuous improvement. - This role involves developing and implementing procedures, monitoring performance, and...

  • Service Delivery Manager

    7 months ago

    Riyadh, Saudi Arabia Giza Systems EG Full time

    Manage the service delivery team to ensure that all incidents and problems assigned are managed effectively and in line with contractual obligations. - Collaborate with technical design teams to set standards for software, hardware, and security. - Analyze third-party as well as internal processes and creating strategies for service delivery optimization. -...

  • Service Delivery Expert

    1 week ago

    Riyadh, Saudi Arabia SNC-Lavalin Full time

    We are looking for Service Delivery Expert to support our team in Riyadh for Metro Project. - The Service Delivery Expert with a minimum of 6+ years’ technical and management experience will oversee the pre-launch and commercial phases of the O&M Contractors’ activities to verify that all the contractual requirements are fully met. - The Service Delivery...

  • Software Engineering Manager

    7 months ago

    Riyadh, Saudi Arabia Delivery Hero Full time

    About the opportunity **Responsibilities**: - Defining the strategic direction of your team and you will contribute to the technical strategy for the entire Hungerstation consumer products. - You will guide and coach an exceptional team of engineers, mentoring them in technical and non-technical aspects and lead them to build stable, scalable and reliable...

  • Head of Service Delivery

    7 days ago

    Riyadh, Saudi Arabia Ericsson Full time

    As a Head of Service Delivery within the Digital Services organisation, you will support service sales directly or indirectly via the unit resources as you understand and align with the overall service delivery processes, models, and strategies. In this people leadership role in the operational organization, you will collaborate to ensure that work is...

  • Product Manager

    7 months ago

    Riyadh, Saudi Arabia Delivery Hero Full time

    About the opportunity We’re all about bringing on the smartest minds as we continue to grow in a fast-moving and agile environment; and hire those who can thrive in an e-commerce culture. **Your responsibilities**: - Proactively gathers requirements, specifies pragmatic solutions incorporating the requirements at domain level - Clearly defines goals in...

  • Senior Product Manager

    7 months ago

    Riyadh, Saudi Arabia Delivery Hero Full time

    About the opportunity We’re all about bringing on the smartest minds as we continue to grow in a fast-moving and agile environment; and hire those who can thrive in an e-commerce culture. **Your responsibilities**: - Proactively gathers requirements, specifies pragmatic solutions incorporating the requirements at domain level - Clearly defines goals in...

  • Service Delivery Coordinator

    7 months ago

    Riyadh, Saudi Arabia Baker Hughes Full time

    Service Delivery Coordinator Do you enjoy leading a team that provides a high-quality service for our customers? Do you love collaborating with teams to solve complex problems? **Join our growing team** We are leading the market in Completion and Wellbore construction. Our innovative solutions improve efficiency, production and maximize reservoir value....

  • Service Delivery Coordinator

    7 months ago

    Riyadh, Saudi Arabia Baker Hughes Full time

    Service Delivery Coordinator Do you enjoy leading a team that provides a high-quality service for our customers? Do you love collaborating with teams to solve complex problems? **Join our growing team** We are leading the market in Completion and Wellbore construction. Our innovative solutions improve efficiency, production and maximize reservoir value....

  • Service Delivery Coordinator

    7 months ago

    Riyadh, Saudi Arabia Baker Hughes Full time

    **Service Delivery Coordinator**: **Would you like the opportunity to work in a dynamic role responsible for business growth?**: **Do you love leading and motivating others to achieve a goal?**: **Be part of a successful team** We are the leader Downstream Market Space. Our innovative physical and digital solutions improve efficiency, production and...

  • Service Delivery Manager

    1 week ago

    Riyadh, Saudi Arabia Halian - UAE Full time

    The Role Our Client A leading provider of end-to-end enterprise information technology and telecommunications solutions is looking for Service Delivery Manager - Infrastructure for 12 months extendable contract. Your Responsibilities - Coordination between onsite and remote resources Distribute the tasks (projects) between the team (on site, remote) to...

  • Assistant Category Manager

    7 months ago

    Riyadh, Saudi Arabia Delivery Hero Full time

    **Want to be a Hero? Join **one of the leading global online food ordering and delivery marketplaces!** We are looking for Assistant Category Manager to join the commercial team on our journey to always delivering amazing experiences. **Your mission**: You will be responsible for developing long-term relationships with clients and overseeing sales to...

  • Senior Manager Bus Services Delivery

    24 hours ago

    Riyadh, Saudi Arabia SNC-Lavalin Full time

    Due to the tremendous growth in KSA, SNC Lavalin is looking for a Senior Manager Bus Services Delivery for one of the projects in KSA. The Senior Manager Bus Services Delivery will ensure that the Bus and ITS Systems will be effectively operated to meet the project operational requirements and ensure that all relevant operational experts shall be available...

  • Senior Manager

    1 week ago

    Riyadh, Saudi Arabia SNC-Lavalin Full time

    SNC Lavalin Group is looking for an experienced **Senior Manager Bus Services Delivery **for one of their projects in Riyadh, KSA. This key role will ensure that the Bus and ITS Systems will be effectively operated to meet the project operational requirements and ensure that all relevant operational experts shall be available on a call-out basis to attend...