Service Delivery Manager

PURPOSE OF ROLE:

• Responsible for end to end Service Delivery management of all organization type of services and projects across the region and assure doing the following perfectly within the role.
• Build Delivery strategy on light of the organization proposition and challenges being faced currently in the market and the region.
• Building service delivery plans and focus to set clear objectives managing customer expectations.
• Achieve P&L agreed targets for all service delivery department.
• Lead project implementation and the technical team to Control projects to achieve the main goal with quality within time and budget.
• Assure effective utilization of service delivery team.
• Anticipate risk and apply Risk mitigation process for finding solution for obstacles that may be faced in service delivery process.
• Properly and accurately reporting detailed service and project status to management and customer.
• Having his hands on project management for big projects and able to manage project managers to do the same for small and medium projects.
• Applying the best practice service and project management methodology and assure accurate documentation.

Area of Responsibility:

• Own the P&L of the service delivery department with clear targets by building tracking tools to monitor and find out of the box solution to maximize the profit.
• Build and acquire the right tools to achieve best utilization of service delivery team
• Build strategic delivery solution and methodologies to follow in all service delivery
• Work in accordance with top management team for defined strategic and business initiatives.
• Responsible for all service delivery across the region MEA (Middle East and Africa)
• Assure communicating accurate periodical Delivery progress dashboard and reports to the group management
• Managing big strategic projects end to end.
• Managing and coaching project managers in delivering small and medium projects
• Managing and leading the Service Delivery team with strong technical back ground to be able to challenge deliverables to achieve best deliverable quality.
• Fully understand of projects and services goals and objectives and align the teams to that.
• Manage Customer Expectation within service Delivery scope.
• Work with HR to achieve acquire best talents to the service delivery team.
• Flexible in traveling at least 50% of his time across MEA.
• Hiring and managing the co-ordination of the partners and working groups engaged in service delivery and project outsourcing.
• Consulting in near to precise estimation for CR’s and RFP projects and defining deadlines.
• Be final quality gate for all service deliverables (BRD, SRS, SLA…..)
• Assure accurate detailed project planning and control including:
  • Develops and maintains detailed project plans
  • Negotiates and Build Project Milestones based on major deliverables and payment terms.
  • Manages project deliverables in line with the project plan.
  • Manages Project risks and stakeholder communication through a communication plan
  • Resolves cross-functional issues at project level.
  • Manages project scope, issues and applying proper change control process.
  • Escalates issues where necessary.
  • Assure meeting 3 main pillars of the project that are budget, quality and time.
  • Monitors project progress and performance and provide required status reports to customer.
  • Fulfill project training within the defined budget.
  • Liaises with, and updates progress to, project board/senior management.
  • Manages project evaluation and dissemination activities.
  • Managing consultancy input within the defined budget.
  • Working closely with users to ensure the project meets business needs.
  • Assure achieving final project acceptance from customers.
• Develop and execute on-going improvements to all processes related to team as well as department opportunities