We are seeking a skilled Service Delivery Manager to oversee seamless delivery of MDMSolutions, ensuring exceptional customer experiences, and fostering strong business engagement. The ideal candidate will have expertise in service delivery management, escalation procedures, and stakeholder relationship management.

Key Responsibilities:

• Monitor communication channels to manage customer inquiries as per SLA.
• Handle and coordinate requests, escalations, and complaints.
• Triage customer issues, respond via ticketing systems, email, phone, or meetings.
• Oversee Tier 1 and Tier 2 support desks for optimal service delivery.
• Manage service schedules and ensure adherence to SLAs and KPIs.
• Take ownership of incidents and maintain effective communication with stakeholders.
• Build strong relationships with internal and external stakeholders.
• Recommend improvements and implement service upgrades.
• Provide performance reports and maintain high service standards.
• Troubleshoot basic technical issues and update service documentation.

Requirements:

• Fluency in Arabic and French.
• Proven leadership and customer service skills.
• Expertise in ITIL principles, escalation procedures, and incident management.
• Strong project management, problem-solving, and teamwork skills.
• Excellent verbal and written communication abilities.
• Ability to manage sensitive information and meet deadlines.
• Proactive, detail-oriented, and conflict resolution skills.

Skills

Main Interfaces:

• Customers, end-customers, and their representatives.
• External product development and support teams.
• System integrators and delivery teams globally.