Manager - Service Delivery

Overview:
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).
Responsibilities:
* 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 put Injazat in a trusted advisor status with customers and vendors.
* 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 Injazat 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.
* Identifies and implements innovative ideas, processes and products that add value to the client and/or Injazat.
* Sought by others for his/her creative problem-solving skills.
* Escalate Issues to resolve, avoid reoccurrence or close problems in a timely manner and through appropriate channels.
* Identify and apply appropriate prioritization of issues.
* Convey appropriate urgency; retain ownership through to successful resolution.
* Discovers, meets, and strives to exceed needs of customers (external and internal team members)
* Build and maintain rapport with the client to ensure the client is satisfied with the services being provided.
* Identifies and focuses on the critical or highest priority problems or issues.
* Identifies appropriate solutions, acts decisively when a problem or opportunity arises.
* Creates innovative, focused and practical long-term plans.
* 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.
* Work to understand client requirements and respond with foresight, thoroughness, and dedication.
* Provide approved services/products that meet requirements.
* Understand and practice information security fundamentals covering confidentiality, integrity, and availability of information in Injazat organization
Qualifications:
* Bachelor's degree in computer science, information systems/management, or a related discipline
* ITIL Expert certified
* ‎10-‎15 years relevant experience in IT service management role or similar working in a local or international IT Outsourcing service provider environment. Solid understanding of IT service best practice.