Description
Role - Service Delivery Manager (Public Sector)
Years of Experience - 10+ Years
This role will report to the Global Head of PMO and be responsible for effectively managing support services for a large enterprise account.
This position will act as a single point of contact to the customer and team, and working at the customer office, will provide a consistently high level of service delivery on all customer projects and initiatives from a delivery management angle.
Success in this role is measured by such things as:
• Service Delivery Benchmarks (SLAs, Process Improvements, Client Escalations)
• Stakeholder Management and Relationship (Customer Feedback)
• Team Happiness Index (360degree feedback)
• CSAT Score
People
• Manage team proactively, guiding team members on processes and business
• Onsite team management
• Manage remote teams and offshore team
• Define shift roaster and manage team in different shifts including 24X7
• Become single point of contact for the team members
• Become communication bridge between team and customer
• Review staffing requirements with RMG and make proactive hiring decisions, considering visa timelines
• Represent InvenioLSI with customer, vendors and other project team members
• Display time management skills
• Manage team turn-over, minimize regretted attrition, minimize transition impact
Delivery
• Manage Incident Resolution
• Drive steering committee meetings at regular intervals
• Drive fast decision making or escalate to appropriate levels for a proper action
• Measure SLAs, Process improvements and review with customers/stakeholders
• Manage SLA Adherence
• Submit weekly, monthly reports to all stakeholders
• Measure and report commercials and manage gross margin
• Engage in tickets identification by processes, solution design, prioritize and resolve
• Participate in meetings, distribute minutes and develop agenda for onsite and offshore teams
• Manage, identify risks / issues, communicate in advance any infrastructure related issues
• Initiate Customer Satisfaction survey as defined by the company
• Bring efficiency in the processes and demonstrate the value to the customer
• Awareness of business priorities and customer satisfaction levels; Intervening and escalating as appropriate
• Daily meetings with customer team. Coordinating with weekly account level meetings
• Escalation of potential service delays or issues to Customer
• Ensure adequate knowledge transition of current work activities.
• Identify and own requirements for change orders
• Resolve customer escalations within the defined escalation matrix
• Advise on the design, configuration changes for continuous improvement
Processes
• Define and enhance internal processes in the areas of incident management
• Apply ITIL Process and lead the team in process compliance
• Adherence to internal compliances and external compliances
• Support internal and external process audits
• Create quality awareness in the team and drive towards quality resolution of incidents
Mentoring and Coaching
• Lead by Example
• Need to mentor less experienced peers, and get mentored by more seniors/principal consultants/Customer counterparts
• Identify the training needs and ongoing team development
• Develop individual development plan for the team members
• Motivate the team and influence positivity on the customer and InvenioLSI
• Motivate team members and encourage ideas and innovation
Accountabilities
• Manage Incident resolution to support customer business functions
• Optimum utilization of resources in the service delivery
• Performance management, talent development and succession planning AMS consultants
• Smooth day-to-day operation of the Service Delivery
• Knowledge management of AMS consultants to enable seamless service delivery
Functional experience & skills/knowledge required for the role include:
• Technical background and ability to converse with the consultants at technical level
• Well versed with industry trends, tools & technologies in SAP Service Delivery
• Experience of having set up AMS Team
• Experience in managing customers
• Experience in working with Offshore and Remote Teams
• Experience leading creation of processes, templates and reports
• Excellent communication and presentation skills
• Managed consultants, groomed and mentored
• Manage and enhance the relationships with the customer team
• Experience in crisis management
Behavioural Skills/Competencies required for the role include:
Communication: Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listening actively to others.
Inspiring Others: Motivating individuals toward higher levels of performance that are aligned with the organization’s vision and values
Driving Change: Driving organizational and cultural changes needed to achieve strategic objectives
Driving Execution: Translating strategic priorities into operational reality; aligning communication, accountabilities, resource capabilities, internal processes, and ongoing measurement systems to ensure that strategic priorities yield measurable and sustainable results.
Building Organizational Talent: Establishing systems and processes to attract, develop, engage, and retain talented individuals; creating a work environment where people can realize their full potential, thus allowing the organization to meet current and future business challenges.
Customer Orientation: Ensuring that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet customers’ and own organization’s needs; promoting and operationalizing customer service as a value.
Strategic Planning: Obtaining information and identifying key issues and relationships relevant to achieving a long-range goal; committing to a course of action to accomplish a long-range goal
Qualification:
• Graduate in Engineering, Sciences, or Business
• Post graduate in Management preferred
• ITIL Certification strongly preferred
• Bilingual English/Arabic preferred
Work experience
• Experience of 12 years or above in IT consulting or services
• Minimum experience of 5 years in a service delivery management role
• Must have managed SAP projects or service delivery
• Working experience with GCC Customers
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