Cyber Service Delivery Manager
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We are looking for an experienced Cyber Service Delivery Manager for our leading client in Abu Dhabi.
Job Type: 12 months to 3 years
Job location: Abu Dhabi
Job Purpose
Client success and Pre-Sales:

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  Cyber Managed Services Presales enablement to position, design, scope, and price approved propositions.
• Support commercial viability such as Return on Investment and impact on budgets.
• Work alongside with Business development teams, Cyber Managed Service Proposition Owners and client representatives to create winning service offerings.
• Own the end-to-end presales activities for Cyber Managed Services and provide best practices for Service offerings /propositions.
• Sales enablement to help pitch, position, and qualify Clients and Prospects
• Provide governance for the approved Cyber Managed Services portfolio, ensuring any deviation is captured and reviewed
• Identify propositions and collaborate with the various teams to formulate the approach
• Support in renewals in validating costs and pricing changes to scope and contracts and guide the sales and renewal teams
• Support bids and provide high-quality responses to proposals and onward engagement in presentations and contracting the services as part of the end-to-end sales process assistance
• Define, document, and cost model and gain approval (from the relevant support owners) of the scope of bespoke support and Cyber Managed Services developed for Clients where companies\xe2\x80\x99 standard services do not fit their requirements, or additional non-portfolio products are proposed for a Client.
• Achieve financial objectives by forecasting requirements, preparing the annual budget, scheduling expenditures, analyzing variances, and initiating corrective action
• Build strong client relationships to drive client success through continued engagement across existing engagements and future requirements to fulling the needs of the clients managed services requirements.

Service delivery and Operations Management:

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  Developing and nurturing client relationships at the management and as appropriate operational levels supporting the Transformation and Management team in establishing the clients as reference Accounts and supporting growth opportunities.
• Support for in-life Client change requests and impact assessment for contracted Cyber Managed Services
• Practice agile service delivery and manage onsite resources deployment on client site and support end to end delivery and client satisfaction management.
• Provide Cyber Managed Services inputs into Client work orders, statements of work, and service agreements and, where required, obtain sign-off from the service support owners for changes to the core company Cyber Managed Services support propositions
• Assist in the implementation of bespoke support services as part of the service transition to the Client and company\xe2\x80\x99s support teams
• Partner with CSI to periodically review the process and identify improvement opportunities
• Define and ensure the Business Relationship and Client Success Management Processes and its policies, procedures, and guidelines are in place and conduct awareness
• Conduct business reviews with clients periodically
• Address clients\xe2\x80\x99 issues/concerns in an accurate and timely manner to ensure high levels of Client Satisfaction
• Ensure that essential business requirement is understood, captured, and reflected in solution documentation
• Maintain security and confidentiality of client information
• Proactively identify business capability and service gaps and contribute to improvement efforts
• Work with the service owners and other process managers to ensure the smooth running of services.

Strategic:

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  Contribute to the Client Excellence team strategy
• Develop and maintain active and progressive working relationships with other teams and the clients
• Participate and influence the development of the overall sourcing strategy
• Initiate, develop and maintain strong relationships with clients for business growth
• Act as a technology advisor to the clients and a champion for identifying, leading, and driving information technology transformation and understanding the business needs.

Technology:

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  Stay up to date with new and emerging technologies to support transformation and growth
• Ensure delivery of new technology solutions and capabilities per the roadmap and ensure that they meet established objectives clients and expectations of.

Desired Candidate

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  Progressive experience in client-facing operational management
• A proven expert in your area of specialism of support and managed service in enterprise Clients
• Have 12+ Yrs. of overall experience, at least 5+ Yrs. in a similar role experience of leading service delivery and contributing to the crafting and maintaining of propositions.
• Experience and ability to lead the discussions around the support and managed service requirements with the Client and shape the best-fit solutions from the company Cyber Managed Services portfolio.
• Progressive experience in ITSM and ITIL
• Progressive experience creating, analyzing, and improving related KPIs
• Advanced experience with developing and maintaining team budget
• Advanced expertise in building and developing teams
• Advanced expertise in managing contracts, agreements, and clients
• Advanced expertise in following and contributing to the IT Service Management policies, procedures, and guidelines
• Progressive experience in client relationship management process
• Good Security, Infrastructure, Application, and Desktop Management knowledge.

Preferred Certifications/Training:

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  SCRUM, Agile service delivery
• ITIL v3 Intermediate or higher
• CISM or CISSP
• Cloud Certifications
• Technology certifications

At Adecco, we believe in the potential of people. We deliver the right talent capabilities at the right time, enabling flexibility and agility for clients.
If you are interested in this position, please click the APPLY NOW button for immediate employment consideration. We regret that due to volume of response, we can only contact initial successful applicants. If you have not heard from us within 7 days, then your application has been unsuccessful.
About Adecco:
The Adecco Group is the world\xe2\x80\x99s leading talent advisory and solutions company. We proudly make a difference in the working lives of 3.5 million people every year. With a presence in more than 60 countries. very year, our 30,000 colleagues worldwide enable millions of people to succeed in the world of work, and support more than 100,000 organizations with their human capital needs.
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