Service Delivery Manager

2 days ago

Amman, Amman, Jordan Optimiza Full time 90,000 - 120,000 per year

Optimiza is seeking a highly skilled Service Delivery Manager to oversee the delivery of IT services to our clients. In this role, you will be responsible for ensuring that service levels are met and continuously improved, while managing the relationship between our clients and service teams. Your strong leadership and strategic vision will be essential in achieving high levels of customer satisfaction and operational excellence.

Key Responsibilities:

  • Manage the end-to-end service delivery process, ensuring compliance with Service Level Agreements (SLAs) and client expectations.
  • Develop and implement service delivery strategies that enhance customer satisfaction and operational efficiency.
  • Act as the main point of contact for clients, fostering strong relationships and addressing any concerns or issues effectively.
  • Lead service delivery teams, providing direction and support to ensure high-quality service delivery.
  • Monitor key performance indicators (KPIs) and prepare regular reports for clients and internal stakeholders.
  • Facilitate continuous improvement initiatives based on client feedback and operational metrics.
  • Coordinate with cross-functional teams to ensure seamless delivery and integration of services.
  • Assist in the development of service delivery budgets and manage costs effectively.

Requirements

  • Bachelor's degree in Business Administration, Information Technology, or a related field; master's degree preferred.
  • 7+ years of experience in service delivery management, preferably in the IT or technology sector.
  • Strong knowledge of IT service management frameworks (e.g., ITIL) and practices.
  • Proven track record of managing large, complex client accounts and delivering results.
  • Excellent communication, negotiation, and interpersonal skills.
  • Strong leadership capabilities, with the ability to motivate and guide teams toward achieving goals.
  • Experience in developing and managing budgets in a service delivery context.
  • Relevant certifications in service management (e.g., ITIL Certification) are highly desirable.

Benefits

  • Class A Health Insurance

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