Service Delivery Manager

**Job Title: Service Delivery Manager**

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 in the context of the MDMSolution.

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.

**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.
- 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.
- 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 deep understanding of customer projects and needs to ensure that service delivery aligns with customer expectations.
- Identify opportunities for service delivery improvements and recommend actionable upgrades to enhance customer satisfaction.
- Analyze third-party and internal processes to identify service delivery optimization strategies.
- Provide regular performance reports on service delivery to management, highlighting key metrics and improvements.
- Ensure high performance levels for service-related processes and implement corrective actions as needed.
- Assess customer feedback and create strategies to refine services to meet evolving customer needs.
- Improve service documentation, including the creation and updating of knowledge base articles.
- Support troubleshooting of basic technical issues 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.
- 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

**Benefits of Joining Our Team**:

- **Career Growth Opportunities**:As part of a global, innovative company, you'll have access to opportunities for career advancement and professional development, with the potential for contract extension or permanent placement.
- **Global exposure**:Work alongside a talented team of professionals, both locally and internationally, in a supportive and dynamic environment that encourages teamwork and knowledge sharing.
- **Exposure to Cutting-Edge Projects**: Be involved in delivering impactful solutions within the MDM Solution space, gaining experience in high-profile projects that will further develop your expertise.
- **THOSE WHO CAN JOIN IMMEDIATELY SHOULD APPLY. REGRETTABLY ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED**_

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