Service Delivery Manager – English and Arabic Fluent – Integrated Solutions Employment Services – United Arab Emirates

To be responsible for delivery of all high value and in-scope contracted services directly to one or more clients. Works closely with the Account Manager, Project Manager and Capability Managers, service lines, offerings, and Lines of Business (LOB).


 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 puts us in a trusted advisor status with customers and vendors.
 Constantly assess customer feedback and make necessary improvements.
Service Delivery Operations
 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 our 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
 Applies expert subject matters knowledge to manage staff activities to solve most complex business/technical issues within established policies.
 Drive and manage Continuous service improvement program across managed clients.

Idea Leadership
 Identifies and Implements innovative ideas, , processes and products that add value to the client and/or us
 Sought by others for his/her creative problem solving skills
Escalate Issues for resolution
 Escalate Issues to resolve, avoid reoccurrence or close problems in a timely manner and through appropriate channels
 Identify and apply appropriate prioritisation of issues
 Convey appropriate urgency; retain ownership through to successful resolution.

Drive for results
 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)

Grow client satisfaction/referrals
 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.
Identify problem alternatives
 Identifies and focuses on the critical or highest priority problems or issues
 Identifies appropriate solutions, acts decisively when a problem or opportunity arises.

Strategic skills
 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.
Business Savvy
 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
Provide excellent customer service
 Work to understand client requirements and respond with foresight, thoroughness and dedication.
 Provide approved services/products that meet requirements.
Information Security
 Understand and practice information security fundamentals covering confidentiality, integrity and availability of information in our organization.

Job Details

Posted Date: 2019-04-29
Job Location: Abu Dhabi, United Arab Emirates
Job Role: Information Technology
Company Industry: Information Technology

Preferred Candidate

Career Level: Management

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