We have an opening for a Service Delivery manager to deliver a support contract with customer, and to manage the team of support engineers.
Service Delivery Manager is responsible for making sure that our service delivery teams seamlessly deliver services around the MDM Solution creating an exceptional customer experience that will result in increased business engagement and customer satisfaction.
Should have experience in service delivery management with in-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery being able to form and maintain strong relationships with internal and external stakeholders.
Main responsibilities:
- Monitoring of different communication channels to receive end-customer enquiries as well as initial assessment and validation as per response SLA
- Handle and coordinate customer requests, escalations and complaints
- Triage end-customer reported issues and respond to them via ticketing system, e-mail, phone or meetings
- Coordinate post-incident reviews for critical incidents
- Monitoring and managing Tier 1 support desk, Tier 2 application support and other support functions to ensure optimal service delivery
- Managing the service delivery schedules in accordance with project SLAs and KPIs
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Taking ownership of incidents, coordinating with resolution parties, and establishing effective communication between stakeholders
- Establishing and maintaining strong relationships with teams, internal and external stakeholders to enable effective dialogue exchange between departments
- Developing a deep understanding of projects / end-customers to gain insights into the scope of service delivery to provide the best service possible
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
- Identifying customer needs and overseeing service delivery within the business context
- Guiding the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently
- Supporting the service delivery team that systems, procedures, and methodologies are in place to support outstanding service delivery
- Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
- Providing accurate and regular reports to the management on performance of the service delivery
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
- Determining ways to reduce efforts without sacrificing customer satisfaction Assessing customer feedback and using your creativity to establish, improve, and refine services
- Improving service documentation and creation / update of knowledge base articles
- Remaining organized and meet agreed deadlines
- Support in troubleshooting basic technical issues
Skills
Required skills and experience:
- Excellent leadership and customer service skills
- Experience in customer service, leadership, and logistics
- Strong customer service, project management, and quality control skills
- Solid resource planning and problem-solving skills
- Strong teamwork skills and attention to detail
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Mastery of ITIL (Information Technology Infrastructure Library) principles
- Excellent verbal and written communication skills
- Readiness to demonstrate a proactive attitude
- Ability to manage conflict and offer suitable resolutions
- Able to manage sensitive and sometimes confidential information
- Attention to details, fast learner and excellent communication skills
French and Arabic language skills
Duration: 6 months.
Working hours & days: 10hrs, 5 days