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 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

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