Service Delivery Manager

2 weeks ago

Dubai, United Arab Emirates Help AG Full time

The Service Delivery Manager provides assurance to Customers and Help AG with respect to delivery of Managed Security Services and the associated deliverables, ensuring delivery to the appropriate standard and quality.

**Responsibility**:

- Have a full understanding of the scope of delivery for each customer as per the contract and proposal
- Identify and clarify gaps between contractual scope and customer expectation and clarify these (via CR) to have the documentation and scope aligned at any time
- Identify all contractual KPI and coordinate measurement of the same, internal and to the customer
- Raise any potential gaps / issues to management before the customer raises it.
- Meetings with Clients minimum monthly and on a quarterly basis with management; more often if agreed as part of the Scope
- Prepare all customer meetings with presentation and collecting required information internally
- Maintain a list of issues / gaps and follow-up internally and provide summary to the customer in the meetings and on request
- Maintain all presentations, meeting minutes and risk, issues, action, and dependencies (RAID) tracker in a central repository
- Establish role as a SPOC for the customer
- Customer Escalation Management
- Identification of upsell or cross sell opportunities for MSS services and liaising with Solution Architecture / BDM team
- Service Incident Reporting, via coordination with Internal Teams Delivery teams.
- Creation and Execution of Service Improvement Plans, with Help AG teams

**Qualification**:

- Qualifications: Degree in Computer Science, Information Systems, Computer Engineering, a related degree, or relevant industry experience; Expert skills in IT Service Delivery
- ITIL Accreditation (or equivalent relevant experience)
- Customer and Team-focused attitude
- Expert skills in usage of Office 365, ITSM Systems
- Demonstrable knowledge and understanding of Information Security Technologies, Concepts and Standards.
- Excellent Organizational Skills, ability to influence and manage Customer expectations
- Solid background in IT Service Management, with expertise in Cybersecurity and understanding of management systems including ISMS, BCMS, QMS
- Excellent communication, presentation and training skills
- Being able to understand complex business processes and activities
- Flexible work approach, based on the job requirements
- Active listener
- Strong interpersonal skills with the ability to collaborate well with others and reconcile differences among resources/departments

**Benefits**
- Health insurance with one of the leading global providers for medical insurance
- Career progression and growth through challenging projects and work
- Employee engagement and wellness campaigns activities throughout the year
- Excellent learning and development opportunities
- Annual Flights Tickets
- Inclusive and diverse working environment
- Flexible/Hybrid working environment
- Open Door Policy

**About Us**

Help AG is the cybersecurity arm of e& enterprise (formerly Etisalat Digital) and provides leading enterprise businesses and governments across the Middle East with strategic consultancy combined with tailored information security services and solutions that address their diverse requirements, enabling them to evolve securely with a competitive edge.

Present in the Middle East since 2004, Help AG was strategically acquired by e& (formerly Etisalat Group) in Feb 2020, hence creating a cybersecurity and digital transformation powerhouse in the region.

Help AG has firmly established itself as the region's trusted IT security advisor by remaining vendor-agnostic, trustworthy, independent, and cybersecurity focused. With best-of-breed technologies from industry-leading vendor partners, expertly qualified service delivery teams and a state-of-the-art consulting practice, Help AG delivers unmatched value to its customers by strengthening their cyber defences and safeguarding their business.

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