Service Delivery Manager

2 weeks ago

Cairo, Egypt Orange Business Services Full time

The SDM is a key customer facing role:

- She/He will be empowered to transversally lead the delivery of a managed IT services inside and outside OCB and OBS
- Being responsible for building, running and continuously improving the end-to-end delivery model for customized solutions
- SDM leads the following activity domains during the post-sales solution lifecycle: technical domain, service domain and operational domain
- The SDM directs the functions delivering ITIL processes to the solution, including service operation, service management, continuous improvement and third-parties management
- Responsible for the Build to Run handover and internal operational acceptance of new projects
- Responsible for scope management of the solution
- Responsible for Customer Service Improvement Plans and Crisis management
- Accountable for the customer satisfaction
- Accountable for the Quality of Service and SLAs
- Accountable for the cost management of the solution delivery
- Contribute to revenue growth through up-selling opportunities and organic growth management
- Support the sales and pre-sales functions with new projects
- The SDM is a member of key customer and internal governance meetings related to the solution
- Locally reports to the Head of Managed Application in Egypt and centrally reports to the Head of Service Delivery Management (in France)
- When applicable functionally reports to a Program Director for large multi-domain solutions

**about you**:

- Ability to lead transversal teams across large and complex organizations
- Strong knowledge of IT technology and operations
- Expertise in Cloud Technologies (Virtualization, Storage, Backup) is an advantage
- Experience with IT delivery organizations and processes is an advantage
- Knowledge of project finance, P&L and contract/scope management is a plus
- Results oriented
- Leadership, organizational and customer facing skills
- Fluent in English - French is a plus

**additional information**:
**department**:Orange Cloud for Business

**contract**:Regular

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