Service Delivery Manager

2 weeks ago

Abu Dhabi, United Arab Emirates Group 42 Full time

Overview:
**The Role**

The Service Delivery Manager is responsible for ensuring a top-tier customer experience for G42 customers. The SDM facilitates most communication between Customers and our R&D and product management teams, and additionally either leads or assists in leading the deployment of technical projects. The Service Delivery Manager is part of the operations team within the broader Cloud Operations organization.

Group 42 (‘G42’) is an Abu Dhabi based artificial intelligence and cloud computing company, uniquely positioned in the national ecosystem to develop and deploy holistic and scalable AI solutions to a wide range of clients. The Group's business operations cover numerous industry verticals, including healthcare, smartcity, energy, finance, infrastructure and data analytics.

G42 has an active and extensive partnership network, connecting leading international organizations who complement our ecosystem and support our vision. Our partnerships range from strategic collaborations projects, joint ventures to direct investment by G42.

**Responsibilities**:

- Facilitate customers throughout their lifecycle, from on-boarding all the way through to BAU state
- Champion tenant requirements through the operations, engineering, and product management organizations
- Track and facilitate resolution on all tenant-related issues
- Serve as the main point of contact for tenants and stakeholders
- Influence prioritization of stability fixes and new features
- Partner and align with resources from other organizations
- Balance advocacy of tenant needs with G42’s business objectives
- Manage and resolve all manner of reactive issues that may occur
- Communicate proactively with customers on both planned platform work and past platform improvements
- Develop candid, direct, and professional business relationships with designated tenants
- Improve internal processes within the Cloud Solutions Group
- Develop communications framework and trust relationships across all teams responsible for customer delivery - from engineering to DevOps
- Oversee the daily operations of the IT Operations department to ensure the functionality, availability, and security of IT systems, data, backups, and communications; troubleshoot and remediate issues that arise.
- Partner with Information Security team to implement and operationalize security controls
- Manage and report on the SLA’s and OLA’s as required to the client as well as G42 stakeholders
- Ensure optimised use of resources without compromise on services delivery quality

**Other Responsibilities**
- Comply with applicable laws, regulations, international standards and related G42 Policies and Procedures.
- Comply with G42 Acceptable Use Policy, attend mandatory information security, privacy, business continuity and HSE trainings.
- Report information security, HSE etc. incidents or suspect incidents through G42 established incident reporting channels.
- Maintain confidentiality of information and classify and handle information as per G42 Policies and Procedures

Qualifications:
**To qualify, you must have**
- Demonstrated ability to collaborate cross-functionally with teams in a fast-moving and dynamic business environment
- Ability to manage projects at a high-level, keeping in constant communication with all stakeholders
- Ability to take ownership of the tenant relationship and consistently focus on customer success
- Bachelors degree in a related field and at least 10 years relevant experience. PMP, ITIL, and Agile experience are a plus

**What we look for**:
If you are a performance-driven, inquisitive mind with the agility to adapt to ambiguity, you will fit right in. You should be eager to explore opportunities to build meaningful collaborations with stakeholders and aspire to create unique customer-centric solutions. Bias for action and a passion to conquer new frontiers in the AI space is at the heart of the G42 community.

**What working at G42 offers**:
**_
Culture:_** An open, diverse and inclusive environment with a global vision that encourages personal growth and focuses on ground-breaking, industry-first innovations.

**_
Career:_** Outstanding learning, development & growth opportunities via structured training programs and innovative, high-tech projects.

**_
Work-Life:_** A hybrid work policy to strike the perfect balance between office and home.

**_
Rewards:_** A competitive remuneration package with a host of perks including healthcare, education support, leave benefits and more.

**About G42**

G42 is driving change in the region and beyond, joining forces with nations, corporations and individuals to create the infrastructure for tomorrow’s world. From molecular medicine to space travel and everything in between, G42 realizes exponential possibilities, today.

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