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Service Delivery Manager (SDM)

Job Type: Permanent

Job Role: Technical

Job Location: Dubai

Job Posted on: Jan 29, 2021

Department: Managed Services

Qualification: B. E / Equivalent Qualifications

Experience:13 to 15 years

Reporting to: Head – Service Delivery

Responsibilities: The Delivery Consultant is responsible for:

  • Experience in a role with strong working knowledge and understanding of NOC and Managed Service operations with in ITIL frameworks (Incident, Change and Problem Management)
  • Service delivery assurance to ensure maximum service availability and performance to our customer’s infrastructures we manage.
  • Driving and implementing operations services strategy in order to achieve performance and quality in alignment with Global Services Standards.
  • Monitoring customer satisfaction to modify working practices in line with a continuously evolving industry sector.
  • Knowledge of the current IT environment and industry IT trends to identify the engagement and client service issues, and communicate this information to the engagement team.
  • Experience of ITIL, ISO20K and ISO27K standards framework and implementation exposure.
  • Building the subject matter expertise within the function and provide resources into approved projects whilst maintaining operational coverage and efficiency.
  • Be responsible for career development and appraisals.
  • Performing Data Center and/or System Consolidation/Relocations, including Migration Planning/Design, Communication, Coordination and Execution.
  • Interacting with IT staff or vendors in performing complex testing, support and troubleshooting functions.
  • Demonstrate an in-depth understanding of partner contract nuances to execute programs effectively.
  • Ensure continual improvement in customer satisfaction, delivering higher value services and productivity

The roles definition breaks down into the following areas:


Operational Efficiency

  • Manage day-to-day 24 /7 operations, in the area of desktops, infrastructure networks and applications to exceptional levels of service in excess of business expectations.
  • Experience to understand and capture business and technical requirements.
  • Operational management experience in dealing with internal and external customer communications
  • A depth of knowledge and experience controlling variables such as time, scope, and risk management
  • A strong understanding of monitoring and management tools, ITSM service desk tool, Security tool, Backup tool etc. which help to maintain 99.999% availability.
  • Identifying and defining business case; defining project tasks and resource requirements; developing detailed project charter, project plan and service/infra transition plan depending on solution complexity, priorities and deliverables.
  • Should be able to provide /prepare service delivery solution,
  • Participates in client presentations and discussions to present the technical solution.
  • Develop, implement and maintain a value-adding regime of key performance indicators (KPI’s)
  • Provide an ongoing service improvement plan and align with individual’s goals.
  • Streamline process for on boarding customers and routine tasks.
  • To establishing uniform processes and procedures is to ensure that the client gets the same experience from the onset of contact.
  • To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
  • Ensure transfer of knowledge to other staff to ensure the Customers systems are understood
  • Hands on experience of Active Directory Window server 2003 to Window server 2012 R2
  • Hands on experience on Windows Server 2008, 2012 Operations/Management/Active Directory administration/Backup Operation and Server Virtualization.
  • Ensure that reports are accurate and delivered on time.
  • Provide regular status reports and project information (Weekly/Monthly/Quarterly ) to the Management team including trends and statistics, overall health and metrics for each client


People Management

  • Ability to set out a clear direction, inspire others and assume command
  • Ability to self-manage and lead large teams
  • Responsible for the timely and quality deliveries of the tasks assigned to the team
  • Work as point of contact for all people related aspects with the stakeholders
  • Ability to lead, collaborate, triage and make decisions in a fast paced, changing environment
  • Help to ensure all employees are maximizing their potential


Education, Qualifications and Certification

  • ITIL V3 Certified
  • Graduate/Post-Graduate in Computer Science
  • Minimum 3 years of proven data center experience in a 2nd / 3rd level support role
  • Should have Project management skill


Skills and Abilities

  • Able to communicate technical and business information to widely varied audiences.
  • Self-confident and dedicated to providing a professional level of customer service.
  • Highly organized, capable of handling multiple tasks simultaneously and meeting deadlines
  • Should have excellent interpersonal skills to build and maintain productive lasting relationships, even in difficult situations, with diverse people spanning internal/external organizations.
  • Passionate about current and future technologies
  • Ability to self-manage and lead large teams
  • Ability to work in flexible shifts


Business Acumen

  • Excellent understanding of data center management
  • Create realistic service delivery solution
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