Service Delivery Excellence Manager

3 days ago


Manama, Manama, Bahrain Non-disclosed Full time

We are recruiting a Service Delivery Excellence Manager to develop and implement policies, processes, and standards that ensure exceptional service delivery and compliance across the Operations and Technology departments.

Main Responsibilities:
  1. Policies and Standards: Develop, document, and establish policies, processes, procedures, and management systems based on industry best practices and frameworks within the Operations and Technology departments.
  2. Quality Assurance Plans: Develop quality assurance plans and conduct periodic quality assurance reviews and assessments of service delivery activities and work products. Document and communicate areas of weakness and opportunities for improvement.
  3. Assessment Reports: Prepare and present assessment reports, recommendations, or alternatives that address existing or potential weaknesses in services and processes across the Operations and Technology departments.
  4. Staff Adherence: Institutionalize practices across the department. Regularly assess staff adherence to policies, processes, and procedures, and provide guidance and mentoring to ensure compliance.
  5. Process Changes: Prepare and present cases for process or service changes, including benefits, resource requirements, ROI/ROV, timeline, and impact on services.
  6. Quality Management System: Implement and maintain a Quality Management System in line with the ISO 9001 standard.
  7. Performance Metrics: Support the collection of service, process, partner, and people metrics. Ensure the establishment of Key Performance Indicators (KPIs) and targets for each process in accordance with industry best practices for service delivery. Regularly monitor performance reports and provide recommendations for corrective and preventive actions.
  8. Training and Awareness: Prepare training materials and plans, and conduct awareness sessions and training on process releases, changes, and improvements, quality standards, management systems, and tools.
  9. Culture Promotion: Promote a service quality-oriented culture across the Operations and Technology departments. Foster a customer-centric approach that enhances the overall customer experience.
  10. Customer Perceptions: Develop and implement methods to record, assess, and analyze customer perceptions.
  11. Project Support: Manage and support key projects and initiatives within the Operations and Technology departments.


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