Service Delivery Manager
3 weeks ago
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.
- Monitor remote and on-site support extended to customers inside/outside Egypt to ensure service delivery and service support processes are on track.
- Provide day-to-day support to the incident and problem management process to support service delivery operations.
- Liaise with clients, internal and Third-Party vendors, as required, in resolving queries and incidents.
- Conduct daily reviews of activities that take place related to SLA and service performance and aged incident progression.
- Ensure adherence to daily, weekly, monthly, and other scheduled routine Managed Services activities.
- Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery.
- Continuously enhance and improve the Service Management Model
- Take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
- Recommend methods of improvement and seeing that actions are implemented on time for service delivery upgrades.
- Provide accurate and regular reports to the management on performance of the service delivery.
**Personal Skills**:
- Excellent negotiation skills with a proven track record of securing favorable terms in software licensing and service agreements.
- Outstanding analytical, problem-solving, and organizational skills.
- Effective communication skills, capable of engaging with vendors and internal teams at all levels.
- Excellent negotiation skills with a proven track record of securing favorable terms in software licensing and service agreements.
- Effective communication skills, capable of engaging with vendors and internal teams at all levels.
- Build strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
**Technical Skills**:
- Bachelor’s degree in business administration, Supply Chain Management, Information Technology, or a related field.
- Minimum of 5 years of experience in vendor management, preferably with a focus on software and business solutions for the telecommunications industry.
- Demonstrated success in managing relationships with high-profile vendors such as Oracle, Microsoft.
- Strong understanding of telecommunications business solutions, including CRM, billing systems, network management, and analytics platforms.
- Outstanding analytical, problem-solving, and organizational skills.
**Job Details**:
Job Location
Riyadh, Saudi Arabia
Company Industry
IT Services
Company Type
Employer (Private Sector)
Job Role
Information Technology
Employment Status
Full time
Employment Type
Employee
Job Division
EBS
Managed Services LoB
Career Level
Mid Career
Years of Experience
Min: 3 Max: 6
Residence Location
Saudi Arabia
Nationality
United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen
Degree
Bachelor's degree
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