Service Delivery Manager (SDM)
OSI Digital
- Dubai
- Permanent
- Full-time
- Leading a team to deliver technology projects and best in the class support on time and within budget.
- Carries out management and supervisory responsibilities in accordance with the organization's policies and applicable laws
- Implement leading IT service management best practices (e.g., ITIL with focus on Service Design, Service Transition and Service Operation)
- Defining SLA and KPIs based upon discussion with different verticals/ business units.
- Continuously improving the technical delivery model and strategy, implementing and managing delivery with the associated teams. This will be critical to reaching OSI strategic objectives
- Reviewing the agreements, identifying the stakeholders (SPOCS), developing the RACI matrix and conducting preinitiation activities and kick-off meetings.
- Develop leadership and general management skills within teams to enable seamless succession planning, personnel development, and continued evolution around delivery quality.
- Keeping processes and documentation up-to-date and acting wherever necessary.
- Knowledge of development processes, such as Agile, SCRUM, and Waterfall.
- Creating and publishing project reports to the stakeholders and management on a daily, weekly and Monthly basics
- Observing possible risks/threats and devising risk responses and plans to eliminate them as well.
- 4-6 Years of experience working as a Service Delivery Manager.
- 6-8 Years of experience in supporting end-to-end client support.
- Experience working with organizational change management principles, practices, procedures & industry standards for quality management.
- Experience working with client contractual and service level agreements.
- Is not willing to Work from Office
- Never worked in the Managed Services / Support Environment
- Never worked with International Clients and conducted or managed review meetings.
- Hasn’t Managed a Team.