Service Delivery Manager

2 weeks ago

Baladīyat al Ghuwayrīyah, Qatar Thales Full time


We have been present in Qatar for over 35years and with over 350 employees to date and we are growingrapidly.

Thales in Qatar is part of our Middle East business thathas 1,800 people across Egypt, Iraq, Kuwait, KSA, Lebanon, Oman,Pakistan, Qatar and UAE.

Our people are working on two major urbanrail projects; the Doha Metro and Lusail Tramway and providingsecurity and communications systems for Hamad International Airportand Doha Port as well as delivering world-class In-Flightentertainment and Connectiivity systems.

JOB OBJECTIVE

  • The Service Delivery Manager will be leading the Thales projectsupport team in Qatar working for Digital ID Project OperationsSupport and Maintenance, you will be responsible for ensuring thatour operations and support team delivers an exceptional customerexperience and sustained operational excellence that will result inincreased business engagement and customer satisfaction. You willalso be in charge of various responsibilities, includingmaintaining excellent customer relationships, people management,project team leadership, progress monitoring, contract and budgetmanagement, and performing the role of PKI director and Policycompliance. In addition, one of the key roles will be to closelymonitor project risks in order to mitigate the negative impact ofrisks and also transform positive risks into opportunities in orderto maximize the business and ensure upselling opportunities arewell captured. ROLES & RESPONSIBILITIES
  • Maintainpositive relationships with customers at all project phases.
  • Lead the Project support team, managing conflict, andensuring the team's processes and tasks are carried outefficiently fostering a positive working environment. In additionto identify successor and deputy in case of absence.
  • Ensure operations 24x7 as per contractual SLA while managing thedifferent team members rotated shifts.
  • Identify customerneeds and overseeing service delivery within the business context.
  • Assess customer needs and feedback and using creativityto establish, improve, and refine processes to ensure that servicesare delivered efficiently and effectively.
  • Remain highlyorganized and meeting deadlines while monitoring daily and overallprogress.
  • Take ownership of critical incidents,coordinating with resolution parties, and establishing effectivecommunication between stakeholders for post-incident reviews.
  • Manage relationships with contractors and serviceproviders and ensuring that third party costs are kept withinbudget.
  • Manage finances and budgets for servicedelivery, ensuring that resources are allocated effectively, toensure that service delivery stays within budget and aligns withfinancial goals.
  • Participate in technical and contractrelated meetings with client.
  • Execute the role of PKIDirector and Policy compliance.
  • Plan and manage thedeployment of appropriate development projects and solutionevolutions.
  • Provide and present accurate and regularreports to the customer and internal management on performance ofthe service delivery, including client interactions and issues.
  • Use data and metrics (KPIs) to drive decision-making andimprovements.
  • Develop and/or validate Change Requestsand ensure successful and timely implementation.
  • Keepabreast of new technological developments in IT and presentproposals with recommendations which would benefit the organizationand the customer.
  • Set performance expectations for teammembers and monitor their progress.
  • Plan, manage andfinalize the hiring of the project support team and their trainingsas and when required. WORK EXPERIENCE REQUIREMENTS
  • Minimum of 12 years of experience in enterprise systems supportdemonstrating high level of responsibility supporting applications,infrastructure, networks, Database, information security andgovernance.
  • Innovative thinking and leadership with anability to lead and motivate cross-functional, interdisciplinaryteams.
  • Excellent written and verbal communication,presentation skills and high level of personal integrity.
  • Experience with Private Cloud computing acrossvirtualized and containerized environments.
  • Demonstrableexperience delivering a high level of customer service and leadinga team within a large organization.
  • Must have experienceworking with 3rd party contractors and having managed serviceproviders.
  • Experience with managing Installation andmaintenance of IT systems typically of a high degree of complexity.
  • Having worked with operations and support teams todeliver and maintain Infrastructure Support Services such asServers, Network, Data Center Operations.
  • Workingknowledge on PKI concepts, Certificates Management (infrastructure& architecture).
  • Good knowledge on budgeting,analysis, and forecasting.
  • Thorough knowledge of ServiceManagement principles and Project Management principles (e.g.,business case development).
  • Strong understanding of ITILfunctions, processes, and roles.
  • Excellentproblem-solving and analytical skills, with the ability totroubleshoot complex issues in a distributedenvironment.

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