Service Delivery Manager Ii
5 days ago
**Injazat, a G42 company**, empowers organizations to optimize their business goals utilizing cloud and emerging technology solutions (Digital Transformation, Cloud, and Cyber Security.), by co-creating transformational digital platforms and services through public-private partnerships (PPP). Partners include Oracle, Microsoft, ServiceNow, etc.
Injazat is a **National Technology Champion**, offering end-to-end digital solutions through partnerships with our clients to build digital businesses focused on great experience and outcomes. From Abu Dhabi, Injazat orchestrates a wide ecosystem that brings technical design, human design, and business design together to create digital solutions and businesses that advance communities and delight those living in them. Injazat is **an industry-recognized market leader** in the region for Digital Transformation, Cloud, and Cyber Security.
**FOCUS**:Service Delivery, Managed Services, SDM, Value Delivery, Escalation Management, Customer Satisfaction, Delivery Management, CSI, Continuous Service Improvement, Automation, Transformation, SLA Performance Management, Service Improvements, Customer Management, Risk Management.
**Essential Functions & Responsibilities**
- Manage and grow executive client relationship for a strategic account or portfolio of accounts.
- Supports client in the development of tactical and strategic IT plans and budgets.
- Detects trends and opportunities to deliver value to both the client and Injazat.
- 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
solve most complex business/technical issues within established policies
**Job Specific Skills**:
- 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
- Convey appropriate
urgency; retain ownership through to successful resolution.
- Appropriately pursues business objectives for bias for action and getting things done.
- 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
- Act objectively and in the best interest of the client to continuously improve the client relationship and create positive referrals.
- 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
- Creates and articulates a vision for the future
- Understands the competitive strengths
- Detects long-range trends and competitive opportunities and challenges.
- 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.
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