Senior Service Delivery Manager

3 days ago

Riyadh, Ar Riyāḑ, Saudi Arabia Invenio Full time

Role - Senior Service Delivery Manager

This role will report to the Account Director 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.

Qualifications

  • Graduate in Engineering, Sciences, or Business
  • Postgraduate in Management preferred
  • ITIL Certification strongly preferred

Work experience

  • Experience of 12 years or above in IT consulting or services
  • Minimum experience of 5 years in a service delivery management role
  • Must have managed SAP projects or service delivery 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 Invenio 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
  • Apply ITIL Process and lead the team in process compliance
  • 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

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