Service Delivery Manager-abu Dhabi(Uae) - Abu Dhabi, United Arab Emirates - Adecco

Adecco
Adecco
Verified Company
Abu Dhabi, United Arab Emirates

3 weeks ago

Ahmed Al-Mansouri

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Ahmed Al-Mansouri

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Description

Service Delivery Manager-Abu Dhabi(UAE)
Role and Responsibilities Role

The Service Delivery Manager is responsible for ensuring a top-tier customer experience for customers.

The SDM facilitates most communication between Customers and our R&D and product management teams, and additionally either leads or assists in leading the deployment of technical projects.

The Service Delivery Manager is part of the operations team within the broader Cloud Operations organization.


Responsibilities:


  • Facilitate customers throughout their lifecycle, from onboarding all the way through to BAU state.
  • Champion tenant requirements through the operations, engineering, and product management organizations
  • Track and facilitate resolution on all tenantrelated issues.
  • Serve as the main point of contact for tenants and stakeholders.
  • Influence prioritization of stability fixes and new features
  • Partner and align with resources from other organizations.
  • Balance advocacy of tenant needs with business objectives.
  • Manage and resolve all manner of reactive issues that may occur.
  • Communicate proactively with customers on both planned platform work and past platform improvements.
  • Develop candid, direct, and professional business relationships with designated tenants.
  • Improve internal processes within the Cloud Solutions Group
  • Develop communications framework and trust relationships across all teams responsible for customer delivery from engineering to DevOps.
  • Oversee the daily operations of the IT Operations department to ensure the functionality, availability, and security of IT systems, data, backups, and communications; troubleshoot and remediate issues that arise.
  • Partner with Information Security team to implement and operationalize security controls.
  • Manage and report on the SLA's and OLA's as required to the client as well as stakeholders.
  • Ensure optimised use of resources without compromise on services delivery quality.
Qualification, Experience, Competence and Certifications

  • Demonstrated ability to collaborate crossfunctionally with teams in a fastmoving and dynamic business environment.
  • Ability to manage projects at a highlevel, keeping in constant communication with all stakeholders.
  • Ability to take ownership of the tenant relationship and consistently focus on customer success.
  • Bachelor's degree in a related field and at least 10 years relevant experience. PMP, ITIL, and Agile experience are a plus.
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