Service Delivery Manager

Injazat, a G42 company , empowers organizations to optimize their business
goals utilizing cloud and emerging technology solutions (Digital
Transformation, Cloud, and Cyber Security.), by co-creating transformational
digital platforms and services through public-private partnerships (PPP).
Partners include Oracle, Microsoft, ServiceNow, etc.

Injazat is a National Technology Champion , offering end-to-end digital
solutions through partnerships with our clients to build digital businesses
focused on great experience and outcomes. From Abu Dhabi, Injazat orchestrates
a wide ecosystem that brings technical design, human design, and business
design together to create digital solutions and businesses that advance
communities and delight those living in them. Injazat is an industry-
recognized market leader in the region for Digital Transformation, Cloud,
and Cyber Security.
JOB LOCATION: Saudi Arabia
Job Objective: 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).
Day to Day Operations
Government Relations Services:
* Manage and grow executive client relationship for a strategic account or portfolio of accounts.
* Supports client in the development of tactical and strategic IT plans and budgets.
* Detects trends and opportunities to deliver value to both the client and Injazat.
* Identify opportunities for growth.
* Identify areas to apply cost efficiency and optimization.
* 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.
* Constantly assess customer feedback and make necessary improvements
* 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.
* Drive and manage Continuous service improvement program across managed clients.
* Manage IT operation workload on assigned accounts.
* Maintain quality control through supporting the technical capabilities establishing and maintaining technical operations standards.
Budgets and Plans
* Recommend the budget and monitor financial performance versus the budget so that the business is aware of forecasted costs and revenues; areas of underperformance are identified and opportunities to improve performance are capitalized upon.
People Development
* Provide coaching to employees and peers to drive knowledge and understanding of the value of Partnerships
* Track individual KPIs to ensure optimum output and delivery efficacy
Continuous Improvement
* Motivate one's own team and identify opportunities to take part in change initiatives, programs and projects that reflect international best practice and changes in the competitive environment.
Policies, Processes & Procedures
* Recommend improvements to departmental policy and directs the implementation of procedures and controls so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service to customers.
MIS & Reports
* Prepare MIS statements and reports pertaining to department to meet INJAZAT's and the departmental requirements, policies, and standards.
Related Assignments
* Perform other related duties or assignments as directed.
Internal
* All Injazat employees and management
* Techno Commercial Function
* Industry Vertical Leads
* Product Teams
External
* Vendors and Suppliers
* Customers/Clients
* Govt / Private sector decision makers, primarily at C- Level
Minimum Qualifications:
* Bachelor degree in Computer Science, Information Systems/Management or a related discipline
* ITIL Expert certified
Minimum Experience:
* (‎5-‎7) 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.
Job-Specific Skills:
* Proven history of successfully interacting with customers and delivering solutions which meet customer expectations
* Maintains strong values of integrity, commitment, and self-improvement
* Exceptional planning and organisation experience
* Experience of working in a customer service environment
* Excellent technical background on IT (infrastructure & application) management.
* Ability to handle high levels of stress
* Strong people management skills
* Excellent time management.
* Excellent interpersonal and communication skills
* Expert knowledge of ITIL disciplines
* Able to demonstrate initiative and a proactive approach
* Flexible but methodical and thorough approach- Process oriented.
* Excellent leadership skills in managing dedicated Technical Operations team