MS Delivery Manager

Job Summary

We are now looking for a Managed Service (MS) Delivery Manager; do you want to join us? In this role, you will secure delivery performance in alignment with the business case and managed service targets. You will be responsible to secure the quality and cost of the services delivered from their delivery unit either global or local in accordance to the expected levels agreed in the Working Level Agreements (WLA) and handle service performance requirements (global benchmark and targets). You will need to understand and act upon the end to end delivery performance even when the delivery is fragmented, thru a proper coordination with a MS Delivery Manager responsible for other parts of the delivery.

Responsibilities

• You will lead MS delivery operational, financial performance and customer satisfaction
• Handle specific contract delivery performance
• You will conduct Operating Level Agreements (OLA) signed with other service delivery units
• Drive operational excellence
• You will, also identify delivery trends-possible Add on Sale

Functional Management

• Leads and manages Front Office teams to deliver contracted scope, achieve required KPIs and customer satisfaction index
• Define Strategy & Directives of FO organization that is aligned with overall MS organization targets
• Effectively interface with customer to resolve any conflicts or blocking issues
• Develop and promote the effective functioning of all operations support activities across all of the NOC.
• Team processes & procedure identification, modifications & implementation tracking.
• Responsible for production and tracking of all lead and lag metrics (KPIs/Tools)..
• Evaluates and make pro-active recommendations for actions to improve processes as well as other services to provide efficiency in delivery of services perform Financial Control for both resources & contractors’ budget.

MS Delivery Management

• Identify, Govern & Control the organization salary structure.
• Govern & Control Recruitment process of FO personnel.
• To plan & perform competence development of team members
• Be able to recognize the training requirements for people and give coaching where applicable.
• Be responsible for the well-being of all staff in terms of their working environment and conditions of employment.
• Allocate work to the personnel with training and skills capable of doing the task.
• To set individual targets & review performances of the team members
• Responsible for Technical Pre-Sales & Customer Engagement for Managed Operations Opportunities in MMEA
• Contract Fulfillment Responsible for Managed Services RPFs in MMEA (including technical solution description, state of compliance, dimensioning & costing).