Service Delivery Manager

2 weeks ago


Cairo, Cairo, Egypt SSC Egypt Full time
  • The Service Delivery Manager's main objective is to manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved
  • Define service level agreements (SLA) related to contracted services and have an excellent understanding of the contract
  • Responsible for the cost and quality of solutions delivered by the technical delivery teams including offers, implementation, and operations
  • Managed the IT Service Delivery team, taking responsibility for the service desk, desktop support, and application support
  • Ensure SLAs are achieved and client expectations are met (or exceeded)
  • Build service relationships with clients
  • Manage the IT Service Delivery team and be responsible for career development and appraisals
  • Ensure that systems, processes, and methodologies as specified are followed to ensure effective monitoring, control, and support of service delivery
  • Provide reports to an agreed schedule (or on request), including management and account performance reports
  • Attend client service review meetings; areas covered will include performance reports, service improvements, quality, and processes
  • Drives up the quality of solutions (availability and performance) and drives down cost
  • Understand and underpin the implementation of IT Service Strategies supporting Customer environments
  • Participate in the gross profitability of the account
  • Work to mitigate the impact of service failures and improve quality
  • Responsible for the continued provision of delivered services, to agreed quality
  • Manage the delivery of service from delivery units and other direct service suppliers
  • Act as an escalation point for Incident Managers
  • Responsible for the identification and tracking, within the delivery teams, of true problems to completion. Initiating any necessary escalations
  • Provide input into bids, due diligence, and transition planning for new contracts
  • Review all major changes and projects affecting areas of responsibility, checking the impacts of each change
  • Underpin the Operational Level Agreements within the delivery units where specifically needed (i.e. where the Customer requirements differ from the service level in standard service descriptions)
  • Keeps a P/L of the customer and keeps track of the right Accruals/Invoices to be made to keep the accounting system up to date


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