Salah Aboud

Service Delivery ManagerFull Time

• Job Details:• Responsible to manage client relationships and to ensure client satisfaction through delivering & achieving all related metrics KPIS and maintaining operational objective. • Take the financial responsibility for assigned accounts, including forecasts, assist with billing queues and invoice and account receivable issues. • Set and meet performance targets; participate with the upper management in designing performance key metrics and KPIs [All Lines]. • Plan to improve, develop and drive achieving the financial and non-financial objectives and frequently follow up the achievements with staff. • Pro-actively monitor service delivery to prevent revenue erosion realized from penalties or other items. • Optimize service offerings and implement initiatives to drive to consistent service delivery and portfolio growth throughout the assigned account meeting and exceeding objectives. • Follows the implementation approach for any new scope or change of scope required by the client - Maintaining an updated practice of COPC approaches and standards and follow up on the implementation to successfully meet the PST expectations. • Constantly update the service manual for assigned project and present this to the client for approval • Arrange for hiring calibration between the client and the Company. • Set the operational objective of the assigned project (Account Advisors – Team Leaders & Account Managers). • Recording statistics, user rates and the performance levels of the center and preparing reports. • Oversee all the activities of own team to ensure high-performance levels and efficient implementation. • Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans. • Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives