Service Delivery Manager

12 hours ago


Manama, Manama, Bahrain VIVA Bahrain Full time
Job Overview

We are seeking a highly skilled and experienced Service Delivery Manager to lead our InsurTech and Emerging Services function in VIVA Bahrain. As a key member of our team, you will be responsible for overseeing the day-to-day operations of our services delivery, designing new ways to optimize quality and overall operations.

The ideal candidate will have a strong focus on customer experience and excellence management across the value chain. You will lead a service delivery team on premise and remote locations, ensuring enablers such as systems, training, toolkits, and escalation matrices are available to carry out tasks efficiently.

  • Maintain strong relationships with multiple providers to negotiate service contracts and ensure other enablers are available to deliver services in line with agreed arrangements.
  • Design, track, and run analysis on KPIs against specified targets, reporting results regularly to higher management, identifying root causes of underperformance, and taking corrective actions as needed.

You will identify touchpoints of improvement during the process and collaborate with internal and external stakeholders to design policies and procedures to execute them.

Leverage the strength of stc's core services to ensure best-in-class customer experience while ensuring profitability of the InsurTech and Emerging Services play.



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