Manager - Service Delivery

3 weeks ago

Abu Dhabi, United Arab Emirates Group 42 Full time

Overview:
Lead day to day service delivery for a cluster of clients, create, manage a systematic, process-driven approach to partner and outreach relationship management and evaluate partner performance, responsible for managing service governance and Service Excellence Assurance

**Responsibilities**:

- Develops and nurtures excellent client relationships at the executive and operational levels supporting the Account Manager in establishing the customer/client as a reference Account and supporting growth opportunities
- Promotes Customer/client satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery.
- Drives Service Delivery Management partnership that put Injazat in a trusted advisor status with customers and vendors.
- Ensures all contracted services are delivered to the approved service model for service support
- Acts as focal point of contact for all operational issues for the client and Injazat delivery organizations and between Account Manager and Capability Management
- Ensures delivery of service excellence through monitoring and reporting of performance and acting quickly to address issues as they arise
- Manages onsite operational resources ensuring responsibilities are understood
- Defines and manage local rosters and shifts to ensure service hours coverage, escalating resourcing issues with the Capability Management
- Ensures that the process is adhered to in accordance to documented procedures
- Identifies and drives optimization while managing scope, cost of delivery and resources.
- Identify issues and risks that may impact a successful delivery of contracted services.
- Provide guidance on process improvement and recommends changes in alignment with business tactics and strategy for area of responsibility
- Identifies and Implements innovative ideas,, processes and products that add value to the client and/or Injazat
- Sought by others for his/her creative problem-solving skills
- Escalate Issues to resolve, avoid reoccurrence or close problems in a timely manner and through appropriate channels
- Convey appropriate urgency; retain ownership through to successful resolution.
- Discovers, meets and strives to exceed needs of customers (external and internal team members)
- Build and maintain rapport with the client to ensure the client is satisfied with the services being provided
- Identifies and focuses on the critical or highest priority problems or issues
- Identifies appropriate solutions, acts decisively when a problem or opportunity arises.
- Creates innovative, focused and practical long-term plans
- Demonstrates a broad understanding of the business beyond the delivery management
- Understands implications of changes in the business environment
- Maintains a balance between the “big picture” and day-to-day events in setting priorities
- Work to understand client requirements and respond with foresight, thoroughness and dedication.
- Provide approved services/products that meet requirements.
- Understand and practice information security fundamentals covering confidentiality, integrity and availability of information in Injazat organization

Qualifications:
**Minimum Qualifications**:

- Bachelor’s Degree in computer science, Social Science or Business, or equivalent experience
- 10 to12 years of relevant professional experience in Vendor Management / Partner relationship management role
- Extensive experience within related advisory services, management/technology consulting
- ITIL v3 Practitioner or v4 Foundation preferred

**Minimum Experience**:

- 8 to 12 years of experience in IT Management or client experience executive role or similar working in a local or international IT Outsourcing service provider environment.
- Minimum 5 years of Saudi experience preferred

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