Service Delivery Manager - Senior

about the role

The SDM is a key customer facing role:

•  responsible for building, running and continuously improving the end-to-end delivery model for the customer portfolio of service
• Act as single point of contact for the progress of all the activities related to the customer such as RUN, implementation, handover, etc…
• leads the following activity domains during the post-sales solution lifecycle:
  technical domain, service domain and operational domain

Key Activities & Deliverables:

Customer Experience

• Accountable for the customer satisfaction, Improving the Customer Experience & ensuring compliance to the COG
• Build trust and strong relationship with the customer
• Schedule Periodic Business Review with the Account team
• Participate to the customer COMOP meeting and provide all the required support when needed
• Conduct Service Targets (SLAs) reporting

Technical Management:

• Lead the operational team to proactively solve service performance issues, and conduct the required technical audits
• Schedule a Monthly service review to trigger the needed technical Improvements for the service relying on the customer technical lead, technical operation owner, and solution Experts
• Work closely with the operations teams on the release management and the service rollout

Operations Management

• Trigger the needed operational Actions on behalf of the customer
• Follow up on day-to-day activities and provide all the required support when needed
• Follow up with Service/Application Referent on the Capacity Management Plan
• Act as a validator during CAB meetings
• Follow up on the incident reviews (internal + customer) are done weekly
• Act as crisis Manager during crisis incidents by ensuring the well actions are done by L1, L2, TOO and IM
• Provide monthly dashboard for obsolescence

Cost & Scope Mgmt.

• Identify the opportunities to reduce costs without affecting the customer experience through Capacity Mgmt. & Service Operation Simplification
• Build the Handover to operation checklist and follow-up on the activity

Governance & Continuous Improvement

• Manage Customer Dissatisfaction & Improve the QoS relying on the Process Managers
• Review the operational performance, and trigger the customer service improvement plan whenever needed
• Schedule weekly meeting with the SDM Leader to sync together, get the required consultations and share all the updates such as RUN activities, KPIs, etc
• Provide to SDM Leader the required risks assessments, bottlenecks anticipations and critical issue to maximize the business value