Service Delivery Manager

4 days ago

Riyadh, Saudi Arabia Giza Systems EG Full time

Continuously enhance and improve the Service Management Model
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
- Developing a deep understanding of projects to gain insights into the scope of service delivery
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
- Performance and Quality Management
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
- Providing accurate and regular reports to the management on performance of the service delivery
- Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
- Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service

**Personal Skills**:

- Proficiency in leading both physical and virtual teams
- Experience in dealing with third-party-provided services
- Operational ability in a diverse, large-scale environment
- Exceptional customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Mastery of ITIL (Information Technology Infrastructure Library) principles
- Expertise in people management and leadership
- Strong organizational skills
- Capacity to train and guide junior team members
- Ability to manage and prioritize tasks efficiently
- Solid resource planning and problem-solving skills
- Readiness to demonstrate a proactive attitude
- Excellent verbal and written communication skills

**Technical Skills**:

- Collaborating with technical design teams to set standards for software, hardware, and security
- Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles
- Meeting Support
- Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems
- Collaborate with technical & management teams to enhance and improve the Service Management Model

**Job Details**:
Job Location

Riyadh, Saudi Arabia

Company Industry

System Integrator

Company Type

Employer (Private Sector)

Job Role

Engineering

Job Division

EBS
Technical

Career Level

Management

Years of Experience

Min: 7 Max: 10

Degree

Bachelor's degree

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