Service Delivery Manager

2 days ago

مصر, Egypt Giza Systems EG Full time

Manage the delivery of the highest level of operational service and support to operation contracts and warranty clients by coordinating the activities of the service delivery team across all areas of services.

**Key KPIs include**:
CSI

O&M Margins
- Manage the service delivery team to ensure that all incidents and problems assigned are managed effectively and in line with contractual obligations.
- Monitor remote and on-site support extended to customers inside/outside Egypt to ensure service delivery and service support processes are on track.
- Provide day-to-day support to the incident and problem management process to support service delivery operations
- Liaise with clients, internal and Third Party vendors, as required, in resolving queries and incidents
- Conduct daily reviews of activities that take place related to SLA and service performance and aged incident progression.
- Ensures adherence to daily, weekly, monthly and other scheduled routine Managed Services activities
- Identify proactively customer issues and needs through maintaining a solid relationship with end-users and stakeholders.
- Build strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
- Monitor and audit service delivery to ensure that systems, procedures, and methodologies are in place to support consistent delivery of a high level of client service in an effective and cost-efficient manner.
- Respond in a timely manner to customer queries when escalated through communication means to ensure customer satisfaction.
- Maintain high performance levels for service-related processes, and implementing improvement activities whenever necessary.
- Create periodic reports tracking, measuring, and monitoring department performance to make decisions on improvement opportunities.
- Analyze and evaluate team results and communicate issues on the team level; problem resolution, and recommending corrective actions to ensure optimum performance, quality, and adherence
- Coach, develop, motivate, monitor, and follow up on team members’ performance, quality, and adherence for improving productivity and skills to ensure people development and high performance.

**Personal Skills**:

- Excellent command of English.
- Excellent verbal and written communication skills
- Exceptional customer-facing skills
- Solid resource planning and problem-solving skills
- Proficiency in leading both physical and virtual teams
- Ability to manage and prioritize tasks efficiently
- Expertise in people management and leadership
- Strong organizational skills
- Capacity to train and guide junior team members
- Readiness to demonstrate a proactive attitude

**Technical Skills**:

- 10+ Years of experience
- Bachelor of Engineering preferably with a specialization in Electronics, Communication or Computer science.
- Knowledge of cisco Nexus switches, implementation and troubleshooting
- Knowledge of Network Routing protocols like BGP, OSPF
- Knowledge of the installation, configuration, and troubleshooting of servers, storage, backup solutions.
- Solutions design capabilities.
- Experience in dealing with third-party-provided services
- Operational ability in a diverse, large-scale environment
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
- Mastery of ITIL (Information Technology Infrastructure Library) principles

**Education**:
Bachelor of Engineering preferably with a specialization in Electronics, Communication or Computer s

**Job Details**:
Job Location

Cairo, Egypt

Company Industry

System Integrator

Company Type

Employer (Private Sector)

Job Role

Engineering

Job Division

Business Continuity
Technical

Career Level

Management

Years of Experience

Min: 10

Degree

Bachelor's degree

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