Service Delivery Manager

5 days ago

Abu Dhabi, United Arab Emirates Injazat Full time

The Service Delivery Manager role for this opportunity assesses, reviews and identifies a client's operational structures, processes, stakeholders, key risk areas, Obligations and commitments and oversees the orchestration of a transformation program from a delivery perspective working closely with the Implementation and transformation teams. These responsibilities will have a clear focus on all Applications related ecosystems, components and solutions.

Key executive responsibilities include the following with a specific domain expertise/knowledge that is required around core Application capabilities:

- Aligning customer internal delivery operations to the transformation journey
- Providing strong orchestration capability both Internal (within Injazat) and external (with the client operational stakeholders) in the specified domain
- Actively participating in governance calls with the clients for effective process management and alignment on the transformation journey
- Managing Client relationships in as much as it relates to the transformation journey as part of the first phase of the engagement
- Driving effective transformational changes by successful co-ordination, advisory, orchestration, release management and stakeholder management for all domain related activities
- Working closely with the transformation and project Teams to assist in managing and nurturing client relationships with the key stakeholders for the specific domain

**Service Management Framework & Governance**
- Working with the client operational stakeholders from the Applications domain to perform the following key Service Management framework
- Understanding the Company's Applications and its services along with the existing KPIs and relevant metrics.
- Reviewing and understanding daily IT operations and service delivery processes, SOP and mechanisms.
- Reviewing client's Application future plan and capacity planning to meet business growth.
- Working closely with client stakeholders for the specific domain and understand operational drivers in underlying operations teams, processes, and infrastructure, to assess continuous improvements across the supporting teams with a view to forecast customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.
- Understanding client's continuous service improvement plans and improvement roadmaps to ensure tactical and strategic improvements are identified and aligned to the strategic business and customer outcomes for the specific domain.
- Working within leadership structure to provide insight and thought leadership on ITSM and ITIL process development, the current position, roadmap, and strategic direction aligned with Injazat strategy and roadmap
- Contributing directly to the development and quality of IT Service Management and the company's service delivery capability. Instill service orientation and ITSM awareness.
- Participating in all relevant governance forums, from Product to Account to Vendor/Partner and work with the relevant stakeholders to represent Application operations and ensure a focus on correct governance and continuous improvement.

**Stakeholder Management**
- Developing and nurturing excellent client relationships at the management and as appropriate operational levels supporting the Transformation and Project Management team in establishing the customers/clients as reference Accounts and supporting growth opportunities in the specific domain of Applications.
- Providing an effective Liasson with the Transformation and Project Management Teams and attend customer operational meetings as required providing key operational updates as required
- Promoting Customer/client satisfaction through efficient, effective assessment of operational requirements vis-a-vis transformational component delivery and proactively managing issues that could impact service delivery.
- Assessing customer feedback and drive and assist in driving necessary improvements.
- Providing an effective Liasson with the Account Managers, Transformation and Project Managers and attend customer meetings as required, provide updates as required for the specific domain of Applications.
- Developing and nurturing excellent vendor and partner relationships at the executive, management, and as appropriate operational levels to ensure Injazat is represented professionally and that the focus is always on the end customer
- Driving Service Delivery Management partnership that places Injazat in a trusted position with customers and vendors.
- Utilizing state-of-the-art, best-in-class tools, techniques, and methods to deliver service delivery management related presentations to peers, leadership team, executives and operation teams with specific focus on the domain mentioned before.
- Establishing, developing, and managing relationships within Injazat business eco system based on trust and ability to meet commitments

**Skills & Knowledge**

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