Description

 

MinimumQualifications:-

 

• Graduate/PostGraduate,or

 

• 10+yearsworkingin aServiceDeliverymanagementrole

 

• ITILqualified(minimum ITILfoundationpreferred)

• Arabic-and-English-Bilingual-is-must

Key Responsibilities ofaServiceDeliveryManager/Sr.ServiceDeliveryManagerinclude:

 

ContractManagement(ApplicationManagementSupportcontracts):

 

▪ Responsiblefor planning, trackingandreportingonthecontractsassigned

▪ Ensure allcontractrelateddocumentationiscreated andmaintainedas perorganizationalServiceDeliveryManagementstandards

▪ UnderstandorganizationalQualityManagementStandardsandensure adhere fromacontractperspective

▪ Communicatecontractstatus reports tokeyclients,stakeholdersandmanagementincludingcostvs.budget,variances,contractrisks,etc.

▪ Closelymonitorcontract costs andensuredelivery iswithinbudget.Determineandhighlightanybudget relatedriskspromptly

▪ Adhere tothecommunicationprocess thatincorporatesissuetracking,escalationandresolution

▪ Manage clientrelationshipsandensureallclient feedbackisformallycapturedandreportedtomanagement

▪ Ensurethat client requirementisunderstoodappropriatelybyinternaldelivery teamsand manage timely closureofalldeliverables

▪ Responsiblefor1stlevelclientescalationhandling,resolutionanddocumentation

▪ Responsibleto deliverahighlevelofcustomer satisfaction(C-SAT) throughout thecontract journey

▪ Workwith theFinanceteam to ensuretimelyandappropriateclientbilling

 

PeopleManagement:

 

▪ Managerutilizationofallresources assignedtothecontract

▪ Ensurethecontractisappropriately staffedby raisingtimelyresource requests

▪ Conductinterviews,onneedbasis, toon-boardrequiredinternalandexternalresourcesfor the contract

▪ Coach andmentorresourcesassignedtothecontract

▪ Ensure allresourcesareappropriately trained/skilled todeliverthecontractobjectiveseffectively

▪ Create an effectiveKnowledgeTransferframeworkto ensureseamless handoversand onboardingofnew resources

▪ Maintain allessentialdocumentationrequiredforeffectiveknowledgetransfer andhandovers

▪ Responsiblefor PerformanceManagementofresourcesassignedtothecontract–

 

 

goal/KRA setting,ongoingperformance reviewsand documentation,conductingappraisals,assigningperformance ratings

▪ Responsibleto allmattersrelating topastoral care,i.e.holidays,sickness,et

 

Service ContractManagement:

 

• Be theface ofInvenio tothe clientinallmatters,andrespondprofessionallyandpromptly

• Delivery ofthesupport service tothe contractedservicelevel andtargets

• Delivery ofsmallchangeChangeRequestswithincontracted delivery timelinesand standards

• DeliveryofallcontractedITILdisciplineswithinthe definedstandardsandtargets

• Provision ofa fullystaffedteamsufficienttomeetthesupportdemands of theclient

• Managementofthe teamtoalsorespondtopeak periodswithin the clientbusinessmodel

• Be thepointofcontact forall Servicequeriesandescalationsrelating totheclient,alongsidetimely responses

• Timelycommunication,bothinternalandexternal,ofanythreatsorfailures withinthe serviceprovision

• Managementanddelivery ofallexpectedcustomercommunicationsandreports,totherequiredstandardandontime

• Chairing theregularServicemeetings with thecustomer stakeholdersensuringthatallrequiredareasarerepresentedfully,andwithtrendingandimprovementanalysisapplied

 

 

If you are having above please forward your cv to outsource@fido.qa

Information

Desired Skills & Experience

• Overall experienceof8-12yearsinITconsultingorServices • Service DeliverymanagementexperienceincustomerfacingITConsultingorServicesfor 10years

Location

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