Service Delivery Manager Iot

5 days ago

Doha, Qatar JOB HUB GLOBAL Full time

**Job Title: Service Delivery Manager IoT Power Distribution Systems**

**Location: Doha**

**Position**: Lift/Elevator Technicians
**Location**: Doha
**Working Hours**: 8 hrs. 5 days a week
**Contract duration**: 6-12 months (Extendable)
**Educational Qualification**: Bachelors IT Related Preferred

Our client, a global engineering technology company in Qatar, is seeking to recruit top talent for the following role.

We are looking for a skilled and experienced **Service Delivery Manager** to oversee and deliver a support contract with our customer and lead the team of support engineers. The Service Delivery Manager will ensure that our service delivery teams provide an exceptional customer experience, enhance business engagement, and drive customer satisfaction, particularly in the context of **MDM solutions, power distribution systems**, and **IoT technologies**.

In this role, you will be responsible for monitoring various communication channels, handling escalations and incidents, maintaining strong relationships with internal and external stakeholders, and ensuring seamless service delivery operations across **power distribution systems** and **IoT**-integrated solutions.

**Key Responsibilities**:

- Monitor different communication channels to receive and assess customer inquiries, ensuring initial validation and response as per SLA standards.
- Handle and coordinate customer requests, complaints, and escalations, ensuring timely and effective resolutions.
- Coordinate post-incident reviews for critical incidents to ensure continuous service improvement, especially in IoT-based system failures or power distribution disruptions.
- Manage Tier 1 and Tier 2 support desk functions to ensure optimal service delivery.
- Oversee service delivery schedules in alignment with project SLAs and KPIs, ensuring the delivery of services on time and within scope, particularly for **IoT-enabled power distribution systems**.
- Take ownership of incidents, coordinate with resolution teams, and establish effective communication between stakeholders.
- Build and maintain strong relationships with internal teams, external stakeholders, and end-customers to foster collaboration and communication.
- Gain a deep understanding of customer projects, particularly related to **power distribution systems** and **IoT technology**, to ensure that service delivery aligns with customer expectations.
- Identify opportunities for service delivery improvements in the context of **IoT** integration and **power distribution systems** and recommend actionable upgrades to enhance customer satisfaction.
- Analyze third-party and internal processes to identify service delivery optimization strategies, focusing on both traditional and IoT-enhanced systems.
- Provide regular performance reports on service delivery to management, highlighting key metrics, improvements, and areas of opportunity, especially in IoT and power distribution areas.
- Ensure high performance levels for service-related processes and implement corrective actions as needed.
- Assess customer feedback related to **power distribution systems** and **IoT solutions** and create strategies to refine services to meet evolving customer needs.
- Improve service documentation, including the creation and updating of knowledge base articles for **IoT** and **power distribution system troubleshooting**.
- Support troubleshooting of basic technical issues in IoT devices or power systems when necessary.
- Remain organized and ensure deadlines are met while managing multiple priorities.

**Required Skills and Experience**:

- Proven leadership and customer service skills, with a focus on delivering exceptional service.
- Strong experience in customer service, team leadership, and project management.
- Proficiency in quality control, resource planning, and problem-solving.
- Excellent teamwork skills with attention to detail and the ability to manage sensitive information.
- In-depth knowledge of **escalation procedures, incident management**, and **ITIL principles**.
- Solid understanding of **power distribution systems** and **IoT technology** and their integration into larger systems.
- Strong verbal and written communication skills.
- Ability to manage conflict and offer suitable resolutions to customer issues.
- Fluent in French and Arabic (both written and spoken).
- A proactive attitude with the ability to identify and drive improvements in service delivery.
- Ability to create and manage detailed performance reports.
- Ability to stay organized and meet deadlines while managing multiple service delivery activities.

**Main Interfaces**:

- Customer and customer representatives
- End-customers and end-customer representatives
- External product development and support teams
- System integrators
- Local and global delivery teams
- Please note that applicants who do not answer the pre-screening questions will not be considered for this position_
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