Service Delivery Manager


Saudi Arabia or Egypt - MNG003

Responsible for the delivery, management and improvement of IT services to support the company’s business and meet user needs, using a set of well-defined best practices and Smartware project methodology. Responsible for leading the development, implementation, sustainment, and continuous improvement of the technical delivery team, identify and improve delivery processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, people, operations, and projects.
  • Minimum of Bachelor's Degree in Computer Science, Information Systems, or equivalent field
  • 10-15 years of related and progressive experience combining IT delivery, solutions implementation, project management, operations management, team leadership.
  • At least 5 years’ experience in delivering IT Service Management (ITSM) projects
  • Excellent communication skills mandatory in English; native Arabic is a must.
  • Service, project and results-orientation, with strong analytical and problem solving skills.
  • High-energy work ethic, ability to establish vision, drive change and deliver results.
  • Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.
  • Knowledge of developing and managing SLAs, KPIs, and critical success factors for IT Services, Processes, People, operations and work environments.
  • Experience of ITSM software applications and tools, analysis, and reporting.
  • ITIL v3 Expert, ISO20000, Cobit, BPMN, CMMI, Six Sigma,  training and certification are a plus.
  • Technical certifications (MCSE, CCNA, ITSM vendor tools and systems) are a plus.
  • Contribute directly to the strategy, development and quality of the company’s service delivery capability.
  • Own all projects and ensure their effective delivery, management and improvement to meet company and client needs.
  • Active stakeholder in underlying operations process and infrastructure, to drive the continuous improvements across the technical teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) requirements.
  • Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.
  • Develop both short and long term service and process goals and maturity levels to be achieved over the specified time period.
  • Work within the management structure to provide thought leadership on process development, the current position, roadmap and strategic direction of the company business.
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