IT Service Delivery Manager

2 days ago

Manama, Bahrain Noventiq WLL Full time

**Job Summary**: The Service Delivery Manager is responsible for overseeing the delivery of high-quality services to our clients. This role involves managing projects, financials, and resources, ensuring client satisfaction, and leveraging global resources and Microsoft partnership programs to drive revenue growth.

**Key Responsibilities**:

- **Project Management**:

- **Planning and Scope Definition**: Develop comprehensive project plans, define project scope, objectives, and deliverables in collaboration with stakeholders.
- **Resource Allocation**: Allocate resources efficiently to ensure project milestones are met within budget and on time.
- **Vendor Management**: Establish and maintain strong relationships with vendors, ensuring they meet contractual obligations and deliver quality services.
- **Project Tracking**: Monitor project progress, identify potential risks, and implement mitigation strategies to ensure successful project completion.
- **Team Motivation**: Lead, motivate, and manage the project team, fostering a collaborative and productive work environment.
- **Financial Management**:

- **Budget Development**: Develop and maintain detailed project budgets, ensuring accurate tracking of costs and expenditures.
- **Financial Forecasting**: Assist business units in preparing IT-related financial and budget forecasts, providing insights and recommendations for cost optimization.
- **Service Delivery**:

- **Quality Assurance**: Ensure the delivery of high-quality services that meet or exceed client expectations.
- **Process Improvement**: Continuously monitor and improve service delivery processes to enhance efficiency and effectiveness.
- **Issue Resolution**: Handle client escalations promptly and effectively, ensuring satisfactory resolution of issues.
- **Stakeholder Management**:

- **Communication**: Maintain regular communication with stakeholders to understand their needs, expectations, and provide updates on project status and service performance.
- **Relationship Building**: Build and maintain strong relationships with clients, ensuring their long-term satisfaction and loyalty.
- **Continuous Improvement**:

- **Best Practices**: Identify and implement best practices and innovative solutions to improve service delivery and project management.
- **Performance Metrics**: Establish and track key performance indicators (KPIs) to measure and improve service delivery performance.
- **Microsoft Partnership**:

- **Program Delivery**: Leverage and deliver incentivized Microsoft programs to boost revenue and enhance service offerings.
- **Technology Updates**: Stay updated with the latest Microsoft technologies, programs, and offerings to maximize partnership benefits.
- **Collaboration**: Collaborate with Microsoft representatives to ensure alignment and maximize the value of the partnership.
- **Global Resource Management**:

- **Resource Utilization**: Leverage global resources as per project requirements, ensuring optimal utilization of international teams.
- **Coordination**: Coordinate with teams across multiple locations to ensure seamless service delivery and project execution.
- **Regional Adaptation**: Adapt strategies and processes to meet the specific needs and requirements of different regions.
- **Evaluation and Selection of Systems**:

- **Research**: Research potential solution providers and systems available to satisfy business requirements.
- **RFP Development**: Develop Request for Proposals (RFP), evaluation tools, short-listing, and recommendation reports related to the system selection process.
- **Assessment**: Discuss with various members of IT and business different aspects of the IT solutions selection process to quantitatively and qualitatively assess such solutions.
- **Other Related Tasks & Responsibilities**:

- **Standards and Policies**: Participate in developing standards, policies, and guidelines.
- **Ad-hoc Support**: Support ad-hoc requests for general IT information.

**Qualifications**:

- Bachelor's degree in IT, Business Administration, or a related field.
- Proven experience in project management and service delivery, preferably in a multinational company.
- Strong leadership and team management skills, with the ability to motivate and lead diverse teams.
- Excellent communication and interpersonal abilities, with a focus on client satisfaction.
- Proficiency in project management tools and software.
- Experience with Microsoft programs and technologies is highly desirable.
- Ability to work with global teams and manage resources across multiple locations.
- Willingness to travel as and when required, although travel is not frequent.

**Additional Information**:

- Our company is officially certified as a 'Great Place to Work,' reflecting our commitment to creating a positive and inclusive work environment.

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