Service Delivery Manager
6 months ago
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 make this lofty standard a reality by fusing strategy, data, design, and technology together to arrive at solutions that set the bar higher for everyone.
**We use these values to fuel superior results**:
**Lock arms**
We forge relationships that make our impact 1,000x stronger. This means working across departments and engaging both our clients and our communities to deliver the greatest good.
**Show hustle**
We’re not ones to sit on our hands and wait. Instead, we anticipate opportunities, collectively roll up our sleeves and find ways to execute the exceptional.
**Embrace change**
From new technologies to workplace philosophies, we welcome the unexpected and constantly anticipate what’s next.
**Elevate empathy**
We listen before we take action. This means understanding a variety of perspectives and holding ourselves to a higher standard of accountability**.**
**Never settle**
We motivate each other to push past the easy answers and collectively arrive at bigger, more inspiring ideas.
But enough about us. Let’s talk about you.
Service Delivery Manager takes the responsibility for the delivery of services for strategic accounts whose operations span a regional geography and across multiple Technology domains, or Service Centre of Excellence s (SCoE). These services are complex by nature and within a complex operating environment.
**What you’ll do**:
- Manage Service delivery functions for clients which can include everything from transition activities, minor enhancements, and defect resolution to complete administration services of the client’s platform services.
- Provide L1 General Support.
- Act as a point of contact for Incident Escalation.
- Handle Client Escalations.
- Reviews Monthly Report, Root Cause Analysis, Request for Proposal Response, Statement of Work, On-Demand Development Estimate.
- Handle JSM Ticket Escalation, Deprioritization & Communication, JSM Problem Ticket Management.
- Attend Bi-Weekly MS Leadership Calls, Recurring Status Calls, Bridge Calls.
- Involved in Financial Force Milestone, Assignment, and Billing Event Management & Maintenance, Regional Process Stabilization / Standardization.
- Managed and adheres to all client Service Level Agreements (SLA)
- Build strong, long terms service relationship with clients with a focus on quality, service excellence and longevity.
- Allocates, manages, and oversees development work that falls in support and maintenance bucket.
- Manage technical and process resources in the assigned team.
- Provides process and technical guidance to the team members.
- Provides management, performance and dashboard reporting on monthly basis.
- Facilitates client service review meetings, areas covered will include performance reports, service improvements, quality, and processes.
- Establishes and implements short
- and long-term strategies to delivery services to customers within reasonable schedules, SLA, and budgets.
- Successful service delivery - SLA achievement and high level of customer satisfaction
- Single point of contact for client for managed service-related task as well as for Support and Maintenance work
- Work closely with Managed Services team members in successfully delivering the services.
**Who you are**:
- Bachelor’s degree in computer science or equivalent qualification.
- 8+ years of relevant experience in SDM role.
- Fluent in Arabic
- Working knowledge on Cloud platform [AWS/Azure/On premise].
- Monitors overall performance of services.
- Develops and manages project plans, budgets, and work schedules.
- Understands and clearly documents change request requirement.
- Ability to use own judgment and initiative in problem resolution.
- Strong communication and presentation skills.
- Must have ability to work in fast paced and often changing environment.
- Sound knowledge of Jira service desk or similar tools.
**Required Certifications**:
- Current ITIL Certification
**Nice-To-Have Certifications**:
- AZ-900 Microsoft Azure Fundamentals
- Atlassian Cloud Organization Admin Certification
- Content Hub Administrator Certification
- Sitecore Personalize Certification
- Any other Windows or Networking Certification
-
Services Delivery Manager
7 months ago
Riyadh, Saudi Arabia DS DeepSource GmbH Full timeDeepSource 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
5 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
6 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...
-
Service Delivery Management Expert
5 months ago
Riyadh, Saudi Arabia Capgemini - Zcomme Full timeThe 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
5 months ago
Riyadh, Saudi Arabia Giza Systems EG Full timeManage 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. -...
-
Software Engineering Manager
5 months ago
Riyadh, Saudi Arabia Delivery Hero Full timeAbout 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...
-
Service Delivery Coordinator
5 months ago
Riyadh, Saudi Arabia Baker Hughes Full timeService 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
5 months ago
Riyadh, Saudi Arabia Baker Hughes Full timeService 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
6 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...
-
Product Manager
5 months ago
Riyadh, Saudi Arabia Delivery Hero Full timeAbout 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
6 months ago
Riyadh, Saudi Arabia Delivery Hero Full timeAbout 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 Manager
6 months ago
Riyadh, Saudi Arabia Oracle Full timeService Delivery Manager - Energy & Water-230003KR **Applicants are required to read, write, and speak the following languages***: English **Preferred Qualifications** **Key Objectives** - Develop an excellent working relationship with the client and become a “trusted advisor”. - Provide Service Delivery Governance to meet customer needs while using...
-
IT Delivery Manager
5 months ago
Riyadh, Saudi Arabia Ericsson Full time**Join our Team**: **About this opportunity** We are currently seeking an Application Development and Maintenance (ADM) Delivery Manager to join our dynamic team at Ericsson. As the ADM Delivery Manager, you will play a critical role in managing customer relationships and ensuring a satisfactory delivery of services as outlined in the ADM contracts and...
-
Assistant Category Manager
6 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 Quality Assurance Specialist
6 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 a Senior Quality Assurance Specialist to join the Quality team on our journey to always delivering amazing experiences. **Your mission**: You will ensure that our Policies & Procedures and Services meet all necessary requirements...
-
Delivery Manager
7 months ago
Riyadh, Saudi Arabia Giza Systems EG Full time**The main purpose of the delivery manager is creating delivery plans and leading delivery teams using the department delivery methodology (Scrum / Kanban) making best utilization of them for delivering software solutions and software services within committed budget and time schedule.** - Guiding the team and organization on how to use Agile/Scrum practices...
-
Delivery Manager
7 months ago
Riyadh, Saudi Arabia Giza Systems EG Full time**The main purpose of the delivery manager is creating delivery plans and leading delivery teams using the department delivery methodology (Scrum / Kanban) making best utilization of them for delivering software solutions and software services within committed budget and time schedule.** - Guiding the team and organization on how to use Agile/Scrum practices...
-
Professional Services Delivery Leader, Emerging
5 months ago
Riyadh, Saudi Arabia Nutanix Full time**Hungry, Humble, Honest, with Heart.** **The Opportunity** We are seeking an experienced Services Delivery Leader (SDL) to join our Professional Services team for Emerging Markets, based in Riyadh. The SDL will lead a team of Delivery Consultants, Architects, TAM and Residents aligned to the Sales Territory. The person will be responsible for the delivery...
-
Services Delivery Executive
5 months ago
Riyadh, Saudi Arabia Talent Pal Full time**Service Delivery Executive** **Why will you enjoy this new opportunity?** The world is changing fast! Corporations, governments, schools, hospitals are all feeling immense pressure to offer work from anywhere or buy from anywhere technology. The most advanced companies in the world turn to VMware to manage, grow, and transform their business. When you...
-
Delivery Manager
7 months ago
Riyadh, Saudi Arabia Infinite pl Full time**Infinite pl**, is a digital led tech firm driven to become a digital logistics pioneer by harnessing the power of people, data, and platforms. We are enabled through inhouse, external, network, & other investment capabilities which we utilize to orchestrate & build innovative platforms that tackle complex problems within logistics & adjacent...