Service Delivery Manager

4 weeks 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 sector.

invenioLSI now has a preeminent position in the United States and Canada as well as a strong presence in Europe, the Middle East, and the Asia Pacific. We are a global entity with technical expertise, specialist focus, exceptional customer service, profitable growth, and an engaged workplace culture. For over 21 years, our consultants have brought deep expertise combined with advanced technologies to enable organizations to run at the speed of business. By focusing squarely on what we know best—modernization built on SAP—invenioLSI delivers quicker time to value and helps enterprises be more effective.

As we accelerate the impact of advancements in SAP technology, our customers benefit from end-to-end solutions and service portfolios that help them make the move to next-generation enterprise business suites. These digital transformations are driven by our commitment to customer and employee success. At the intersection of meaningful technical software and people, we believe in investing in our relationships. invenioLSI sets the vision for change with a focus on bettering the lives of people that use our solutions--all while celebrating our employees’ diverse backgrounds, beliefs, and abilities.

**Role - Service Delivery Manager (Public Sector)**
Years of Experience - 12+ Years

This role will report to the Global Head of Delivery and be responsible for effectively managing support services for a large enterprise account.

This position will act as a single point of contact to the customer and team, and working at the customer office, will provide a consistently high level of service delivery on all customer projects and initiatives from a delivery management angle.

Success in this role is measured by such things as:

- Service Delivery Benchmarks (SLAs, Process Improvements, Client Escalations)
- Stakeholder Management and Relationship (Customer Feedback)
- Team Happiness Index (360degree feedback)
- CSAT Score

**People**
- Manage team proactively, guiding team members on processes and business
- Onsite team management
- Manage remote teams and offshore team
- Define shift roaster and manage team in different shifts including 24X7
- Become single point of contact for the team members
- Become communication bridge between team and customer
- Review staffing requirements with RMG and make proactive hiring decisions, considering visa timelines
- Represent InvenioLSI with customer, vendors and other project team members
- Display time management skills
- Manage team turn-over, minimize regretted attrition, minimize transition impact

**Delivery**
- Manage Incident Resolution
- Drive steering committee meetings at regular intervals
- Drive fast decision making or escalate to appropriate levels for a proper action
- Measure SLAs, Process improvements and review with customers/stakeholders
- Manage SLA Adherence
- Submit weekly, monthly reports to all stakeholders
- Measure and report commercials and manage gross margin
- Engage in tickets identification by processes, solution design, prioritize and resolve
- Participate in meetings, distribute minutes and develop agenda for onsite and offshore teams
- Manage, identify risks / issues, communicate in advance any infrastructure related issues
- Initiate Customer Satisfaction survey as defined by the company
- Bring efficiency in the processes and demonstrate the value to the customer
- Awareness of business priorities and customer satisfaction levels; Intervening and escalating as appropriate
- Daily meetings with customer team. Coordinating with weekly account level meetings
- Escalation of potential service delays or issues to Customer
- Ensure adequate knowledge transition of current work activities.
- Identify and own requirements for change orders
- Resolve customer escalations within the defined escalation matrix
- Advise on the design, configuration changes for continuous improvement

**Processes**
- Define and enhance internal processes in the areas of incident management
- Adherence to internal compliances and external compliances
- Support internal and external process audits
- Create quality awareness in the team and drive towards quality resolution of incidents

**Mentoring and Coaching**
- Lead by Example
- Need to mentor less experienced peers, and get mentored by more seniors/principal consultants/Customer counterparts
- Identify the training needs and ongoing team development
- Develop individual development plan for the team members
- Motivate the team and influence positivity on the customer and InvenioLSI
- Motivate team members and encourage ideas and innovation

**Accountabilities**
- Manage

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