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IT Service Delivery Manager

Saudi Arabia

Job ID SNS-0039

Posted On
08-Aug-2016
(2119 days ago)

Job type
Contract

Sector
Telecommunication

  • End-to-End responsible for Financial and Service Delivery performance of the contract.
  • Accountable for the managed services contract profitability, customer satisfaction and fulfilment of the contract.
  • Demand activities, coordinate contract’s execution and secure the performance and quality output from all service delivery units involved on the contract delivery for specific Customer.
  • Responsible for establishing WLA with the operations delivery areas and ensuring that all operational interfaces with the customer are established and functional.
  • Secure external OLAs between any delivery organization and the customer for any required activity are signed and correctly managed.
  • Manage internal delivery of units, ensure contractual SLA and KPI fulfillment.
  • Ensure operation delivery units (GSC and other internal units) are fulfilling contracted WLA and secure escalation in case of deviations.
  • Serve as the primary escalation point for critical incidents and escalations, directly interfacing customer CIO.
  • Customer requirement analysis, identify add-on sales opportunities and avoid over-delivery.
  • Design and drive operational efficiency and financial improvement programs.
  • Secure the fulfillment of the original business case of the contract, seeking to improve constantly the Margins and Sales Volume.
  • Constantly capture changing Customer needs and priorities, evolve Customer Solution and align Contract and Delivery Solution accordingly.
  • Manage and develop the customer relationship on the specific contract.
  • Manage the customer interface with respect of all service delivery to customer, ensuring all services are delivered according to contractual obligations and requirements.
  • Periodically assess customer satisfaction, identifying potential issues, determining actions to improve customer satisfaction and secure their implementation.
  • Achieve a high level of Customer Satisfaction by decisively adding value to its business needs.
  • Manage the MSIP organization staff, securing fulfillment of the improvement objectives and responsibilities.
  • Ensure commercial scope management thru a proper Change Control Procedure.
  • Ensure the correct flow of invoices and payments associated to the specific customer.
  • Support KAM organization in contractual renegotiation or pre-sales/add-on sales for the specific customer. Strategic planning for contract retention.
  • Responsible to drive or participate on the required correspondence as part of the MSIP Governance Model. Secure Governance Model full implementation and execution for the specific Customer.
  • Secure periodic reporting towards Customer and internal stakeholders related to Contractual, Operational and Financial performance.