Manager - Service Delivery

5 months ago

Abu Dhabi, United Arab Emirates Injazat Full time

Overview:
To be responsible for delivery of all high value and in-scope contracted services directly to one or more clients. Works closely with the Account Manager, Project Manager and Capability Managers, service lines, offerings, and Lines of Business (LOB).

**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, information systems/management, or a related discipline
- ITIL Expert certified

**Minimum Experience**:

- 10+ years relevant experience in IT service management role or similar working in a local or international IT Outsourcing service provider environment. Solid understanding of IT service best practice.

**Job-Specific Skills**:

- Proven history of successfully interacting with customers and delivering solutions which meet customer expectations.
- Maintains strong values of integrity, commitment, and self-improvement
- Planning and organization experience
- Experience of working in a customer service environment
- Ability to handle high levels of stress.
- Strong people management skills
- Time management skills
- Interpersonal and communication skills
- Knowledge of ITIL disciplines
- Able to demonstrate initiative and a proactive approach
- Flexible but methodical and thorough approach
- Process oriented.
- Leadership skills in managing dedicated technical operations team

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