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Delivery Manager

3 months ago

Dubai, Dubai, United Arab Emirates GBM Full time

The IT Service Delivery Manager is responsible for overseeing the delivery of IT services to ensure they meet agreed-upon service levels, performance standards, and customer expectations.

This role involves managing a team of IT professionals, coordinating service delivery activities, and maintaining strong relationships with clients or stakeholders.


Job Responsibilities:

Service Delivery Oversight:
Lead the planning, implementation, and management of IT service delivery processes and activities.

Ensure that IT services are delivered efficiently, effectively, and in accordance with service level agreements (SLAs) and key performance indicators (KPIs).


Client Relationship Management:


Build and maintain strong relationships with clients or stakeholders to understand their needs, address concerns, and ensure satisfaction with IT services.

Act as the primary point of contact for client inquiries, escalations, and feedback related to service delivery.
Provide leadership, guidance, and mentorship to a team of IT professionals responsible for delivering services.
Foster a collaborative and high-performance work environment, encouraging teamwork, innovation, and continuous improvement.

Incident and Problem Management:
Oversee the handling of IT incidents and problems, including identification, prioritization, resolution, and escalation as necessary.
Coordinate with technical teams to investigate root causes, implement solutions, and prevent recurrence of incidents or problems.

Change Management:


Manage changes to IT services, systems, and infrastructure, ensuring that changes are implemented smoothly and without disruptions to business operations.

Assess the impact of proposed changes, develop change plans, and communicate changes to stakeholders.

Performance Reporting:
Generate regular reports on service performance, key metrics, and trends, providing insights to stakeholders, management, and clients.
Analyze performance data to identify areas for improvement and drive service optimization initiatives.

Resource Management:
Manage resources, including personnel, budget, equipment, and materials, to support service delivery activities and projects.
Allocate resources effectively to meet service delivery commitments and optimize resource utilization.

Coordinate with third-party vendors and service providers to ensure they deliver services and support in accordance with contractual agreements and service level commitments.

Manage vendor relationships, performance, and contracts to ensure alignment with organizational objectives.

Project Transition and Steady-State Management:


Manage effective project transition and steady state management are essential for ensuring the successful delivery and ongoing support of IT services, meeting customer requirements, and maintaining high levels of satisfaction.

Define, manage and align with branch vision the following PMO functions:

o Project Management Methodologyo Project life cycleo Unified processes and templateso Project Governanceo Enforce policies and processeso Aligning PMO processes with GBM Quality processeso Project Management Toolso Consistent Project repositories for GBM assetso Select and evaluate other project related toolso Resource Managemento Assigning and releasing project resourceso Planning supporto Scope review and scope planningo Time and risk planning supporto Training and Educationo Evaluate and plan resource training and educationo Standards and Metricso Determine metrics and KPI requirementso Introduce, use and manage metricsQualifications & Education Requirements :10+ years of experience in a similar capacityCCIE/CISSP and other technical certificationsPMP, PgMP / PfMP and Agile certificationsBachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).MBA (optional/added advantage)Proven experience (typically 5+ years) in IT Applications Managed Services sales or related roles.

A solid understanding of applications, software development processes, and application management principles.
Familiarity with application hosting, monitoring, maintenance, and support services.
Excellent communication and interpersonal skills, with the ability to interact effectively with clients, stakeholders, and team members.

Good knowledge of IT service management frameworks and best practices (e.g., ITIL, COBIT).Familiarity with incident, problem, change, and release management processes.

Experience with performance monitoring, reporting, and analysis.
Understanding of common challenges faced by organizations in managing and maintaining their application environments.
Ability to work well under pressure and manage multiple priorities in a fast-paced environment.

Core Competencies:
Communicationdecision-makingleadership and Team managementNegotiationMultitasking and Time Managementproblem-solvingLeadership and Team ManagementA high level of attention to detailStrong technical skillsSkills:Technical Expert on a specific Software DomainExcellent business and technical writing skillsHands-on capability to demonstrate software solutionsCapability to build technical and commercial proposal which highlight the value being offered
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