Service Delivery Manager (SDM)

Experience: 8-10 Years

Job Location \xe2\x80\x93 Dubai

OSI Digital is looking for a Service Delivery Manager who is responsible for day-to-day Managed Services activities for various MSP engagements meeting SLAs, execution of tasks across all offering domains and customer satisfaction metrics and share the data with account management and client. Ensures that the team meets and exceeds customer expectations for service delivery deadlines, quality, and adherence to financial margins, while maintaining a high level of security. This position manages the problem reporting process, performs tasks or coordinates activities necessary to bring about a solution.

Upon Success in this role, the person will have an opportunity to grow into a Practice Manager Role managing a group of SDM\xe2\x80\x99s, Shift Supervisors and guide them in their role following ITIL standards.

Responsibilities:

• 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.

Required Skills:

• 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.

We are not looking for someone who:

• 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\xe2\x80\x99t Managed a Team.

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