Service Delivery Manager

ref : 551245 | 20 Dec 2018

apply before : 20 Mar 2019

CityStars, Cairo, Égypte - Egypt

about the role

The SDM is a key customer facing role:

  • She/He will be empowered to transversally lead the delivery of a managed IT services inside and outside OCB and OBS
  • Being responsible for building, running and continuously improving the end-to-end delivery model for customized solutions
  • SDM leads the following activity domains during the post-sales solution lifecycle: technical domain, service domain and operational domain
  • The SDM directs the functions delivering ITIL processes to the solution, including service operation, service management, continuous improvement and third-parties management
  • Responsible for the Build to Run handover and internal operational acceptance of new projects
  • Responsible for scope management of the solution
  • Responsible for Customer Service Improvement Plans and Crisis management
  • Accountable for the customer satisfaction
  • Accountable for the Quality of Service and SLAs
  • Accountable for the cost management of the solution delivery
  • Contribute to revenue growth through up-selling opportunities and organic growth management
  • Support the sales and pre-sales functions with new projects
  • The SDM is a member of key customer and internal governance meetings related to the solution
  • Locally reports to the Head of Managed Application in Egypt and centrally reports to the Head of Service Delivery Management (in France)
  • When applicable functionally reports to a Program Director for large multi-domain solutions

about you

  • Ability to lead transversal teams across large and complex organizations
  • Strong knowledge of IT technology and operations
  • Expertise in Cloud Technologies (Virtualization, Storage, Backup) is an advantage
  • Experience with IT delivery organizations and processes is an advantage
  • Knowledge of project finance, P&L and contract/scope management is a plus
  • Results oriented
  • Leadership, organizational and customer facing skills
  • Fluent in English - French is a plus

additional information


Orange Cloud for Business

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.



Orange Business Services

top employer EG-2019

discover our  recruitment process