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

ROLE PURPOSE
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).


KEY ACCOUNTABILITIES KEY ACCOUNTABLITIES KEY ACTIVITIES Client Relationship

 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.

JOB COMPETENCY COMPETENCY PROFICIENCY LEVEL DESCRIPTION OF COMPETENCY
Idea Leadership
Knowledgeable
 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
Proficient
 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.
2

Drive for results
Proficient
 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
Proficient
 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
Knowledgeable
 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
Knowledgeable
 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
Proficient
 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
Proficient
 Work to understand client requirements and respond with foresight, thoroughness and dedication.
 Provide approved services/products that meet requirements.
Information Security
Knowledgeable
 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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