Senior Service Delivery Manager

الوصف الوظيفي

As a Senior Service Delivery Manager, you are an integral part of the service operations team and represent all consumer facing technology services across the company. You are responsible for ensuring all service support and service delivery actions are taken to meet the customers/business and tech requirements for those services.

Client Details

A progressive multinational organisation with both a strong middle east and global presence who pride themselves on providing the highest level of service to their customer base.

Description
Drive and deliver the tech service management strategy and to make sure it aligns with the overall technology and company strategy.Lead and instil continuous service improvement of the service provided by the service operations teams through working across a wide range of tech teams and by introducing new ideas, concepts and standards from outside the business.Manage and drive innovation and quality through the company’s service management framework, to ensure all services are delivered with a value proposition in mind, empowering and enabling the business setting them up for success from a Technology services standpoint.Lead and champion service management in project meetings - developing a strong understanding of the technology backlog impacting your service areas and ensuring service impact is minimised and agreed with the business.Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are advocated and followed in collaboration with the Service Operations management team.Responsible for managing customer expectations, ensuring that KPI’s, SLA’s and customer requirements are met, maintained and exceeded.Engage with key internal business contacts and with senior management through regular service management reporting and service reviews. Maintain, improve and maximise working relationships with management and colleagues.Build positive relationships with suppliers & key stakeholders to deliver services which meets and exceeds the business needs.Conduct supplier performance reviews with 3rd parties in your domain area to review service delivery and drive improvements.Undertake effective contract management across all the Service portfolio you deliver both within the tech team and across the company.Act as a lead role on foreseeing potential risks and issues, establishing a process to minimise or mitigate key risks/issues in your Service area.Manage operational costs and contractual negotiations for renewals on all third-party contracts for support and maintenance of associated enterprise systems ensuring they are fit for purpose and meet the needs of the business.Practice service level agreements (SLA’s) in relation to service area of responsibility, ensuring the SLA’s are achieved; service quality and internal customer expectations are met or exceeded.Work with service operations teams to ensure Incident, Problem and Change management processes are delivering requited outcomes to the SDM function.Drive agreement on business KPI’s and quality attributes for services in your area of responsibility, ensuring appropriate NFR’s and KPI’s are understood within project workstreams.Accountable for quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.Build and maintain relationships with key third-party suppliers, reviewing service delivery reports and driving service improvements, ensuring quality of service, performance and adequate capacity.Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.Work with senior managers to ensure adequate disaster recovery and business continuity plans & pro
المهارات
Senior Service Delivery Manager
تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة خدمات تكنولوجيا المعلومات
طبيعة عمل الشركة شركة توظيف
الدور الوظيفي تكنولوجيا المعلومات
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني إدارة

https://www.bayt.com/ar/uae/jobs/senior-service-delivery-manager-4147237/