Service Delivery Manager

Job Title: Service Delivery Manager

Location: India / Saudi Arabia

Job Type: Full-Time

Job Purpose:

To spearhead the execution, and delivery of IT managed services for high-end banking and financial institutions, critical and sensitive government entities, and diverse multicultural environments. Oversee a team of IT professionals, manage client relationships, ensure service quality, and uphold strict regulatory compliance.

Role and Responsibilities

Develop and implement comprehensive IT managed services strategies aligned with client objectives and business goals.

Oversee the entire managed services lifecycle, from project initiation to ongoing support and maintenance.

Manage and lead a team of IT professionals, providing guidance, mentoring, and performance management.

Collaborate with clients to understand their business requirements and translate them into effective IT solutions.

Monitor service delivery performance against agreed-upon SLAs and KPIs, identifying areas for improvement and implementing corrective actions.

Establish and maintain strong client relationships, ensuring satisfaction, resolving issues, and fostering trust.

Proactively identify and mitigate potential risks, ensuring compliance with industry standards, regulatory requirements, and data security protocols.

Manage and optimize project budgets, ensuring efficient resource allocation and adherence to financial constraints.

Stay up-to-date with the latest IT advancements, trends, and best practices in managed services delivery.

Qualifications and Education Requirements

Bachelors degree in computer and systems engineering, Computer Science, Information Technology, Finance, or a related field.

10+ years of experience in IT managed services delivery, with at least 3 years in a leadership or management role.

Mandatory Technical Requirement: Proven hands-on experience in the following observability and ITSM tools: SolarWinds, AppDynamics, Instana, Splunk, and ServiceNow.

In-depth understanding of IT service management principles, methodologies, and frameworks.

Proven ability to lead and motivate a team of IT professionals, fostering a collaborative and highperformance work environment.

Excellent communication, negotiation, and problem-solving skills.

Strong analytical and decision-making abilities, with the ability to prioritize tasks and manage multiple projects simultaneously. Proficiency in IT project management tools and techniques.

Experience working in a multicultural environment and effectively managing cross-cultural interactions.

Must have the ability to work in dynamic and complex environment, with frequent changes in technology, regulations, and customer requirements.

Must have the ability to handle unpredictable situations and make quick decisions under pressure.

Must have the ability to perform strategic planning, lead a team of IT professionals, manage client relationships, ensure service quality, and uphold regulatory compliance.

Must have a deep understanding of IT managed services principles, methodologies, frameworks, and best practices.

Must have the ability to interact with a diverse range of stakeholders, including team members, clients, IT infrastructure teams, other internal departments, senior management, and external vendors.

Must have Excellent communication, collaboration, and interpersonal skills are essential to navigate complex relationships, manage expectations effectively, and foster teamwork.

Must have the ability to recognize that his/her work results can be seen immediately or maybe delayed and be within days or weeks. The impact of his/her decisions may extend over a longer period, requiring careful consideration of long-term consequences. However, day-to-day operations and project management demand prompt action and immediate results.

Must have the ability to exercise significant autonomy in developing strategies, leading the team, managing resources, and making decisions.

Must have the ability to balance the need for independent decision-making with adherence to regulatory requirements and organizational goals.

Must have the ability to consider client requirements, business objectives, IT feasibility, budgetary constraints, regulatory compliance, potential risks, project timelines, team capacity, stakeholder expectations, emerging technologies, and industry trends.

Must have the ability to employ sound judgment, critical thinking, and strategic analysis to balance multiple priorities and constraints.

Must have the ability to perform variety of tasks, including strategic planning, project management, team leadership, client relationship management, service quality monitoring, performance improvement initiatives, risk mitigation, regulatory compliance, and staying up-todate with industry advancements.

Must have the maturity to recognize that his/her errors in strategic planning, resource allocation, project management, or decision-making can lead to severe consequences, including project failures, client dissatisfaction, financial losses, reputational damage, regulatory non-compliance, and security breaches.

Must have a high level of attention to detail and a commitment to quality and meticulousness to minimize the impact of potential mistakes.

Must have the ability to have a significant responsibility for managing and allocating team resources, project budgets, and client deliverables within budget constraints.

Must have the ability to be involved in evaluating technology investments, negotiating contracts with vendors, and ensuring efficient resource utilization.

Must have the readiness for ongoing learning and development to stay up-to-date with evolving technologies, maintain a high level of proficiency, and effectively lead the team.

Must have the understanding that the work is primarily mental, but it can be stressful and demanding at times, particularly during critical incidents or when dealing with high-stakes situations.

Must have the ability to work under pressure, manage stress effectively, and maintain composure under challenging circumstances.

Preferred Skills

Experience in the banking, finance, or government sector.

Technical experience in observability, monitoring and ITSM tools.

Knowledge of ITIL (Information Technology Infrastructure Library) or a similar service management framework.

Familiarity with cloud computing concepts and services.

Experience with IT security principles and best practices.

Experience working in a multicultural environment.

Fluency is a must in Arabic and English.

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