As the Service Delivery Senior Manager, you will be responsible for overseeing and managing the end-to-end delivery of IT services to clients, ensuring that the services are aligned with business objectives and customer expectations. You will manage the service delivery teams, ensuring operational excellence, effective resource utilization, and continuous improvement.
The role requires you to act as the primary liaison between the company and its clients, ensuring high levels of service satisfaction and maintaining strong client relationships. You will play a key role in shaping service delivery strategies, implementing best practices, and optimizing service operations to meet or exceed client expectations.
Job Profile
- Oversee the end-to-end service delivery process, ensuring services are delivered on time, within budget, and meet client quality standards.
- Serve as the primary point of contact for key clients, ensuring communication is clear and that client needs are understood and met.
- Ensure the delivery of services meets the agreed SLAs (Service Level Agreements), KPIs (Key Performance Indicators), and business objectives.
- Monitor and report on service performance, ensuring that corrective actions are taken when performance deviates from agreed standards.
- Proactively identify opportunities for continuous improvement in service delivery processes.
- Lead and manage service delivery teams, ensuring alignment with organizational objectives and high performance
- Lead and manage cross-functional teams, providing direction, motivation, and development opportunities.
- Foster a collaborative and high-performance culture within the service delivery team.
- Conduct regular performance reviews and coaching sessions for team members.
- Identify, assess, and mitigate risks that may impact service delivery, timelines, or quality.
- Lead problem resolution processes for major service incidents or client issues.
- Oversee the creation and implementation of contingency plans.
- Track service performance using key performance indicators (KPIs) and service level agreements (SLAs), providing regular reports to clients and senior management.
- Continuously assess service delivery processes and implement improvements to increase efficiency, reduce costs, and enhance customer satisfaction.
- Oversee the resolution of service issues and escalate complex problems as needed, ensuring swift resolution and minimal impact on clients.
- Manage budgets and resources for service delivery projects, ensuring the efficient use of resources and adherence to financial constraints.
- Collaborate with other departments (e.g., sales, IT, product development) to introduce innovative solutions and services that add value to clients.
Competencies and Qualifications
- +12 Years Experience in Service Delivery
- Bachelor’s degree in computer science, Information Technology, Engineering, or a related field
- Strong communication, interpersonal and presentation skills
- Proven leadership and team management skills, with the ability to motivate and guide teams toward achieving objectives.
- Excellent command of Arabic and English
- Experience delivering solutions in software development, infrastructure deployment, system integration Security domain.
- Experience with managing service delivery in a fast-paced, complex environment & experience in managing large-scale multi-disciplinary service delivery teams
- Strong understanding of ICT systems integration methodologies
- Familiarity with IT service management frameworks (e.g., ITIL v4) and related tools (e.g., ServiceNow, BMC Remedy).
- Knowledge of cloud services, networking, infrastructure management, cybersecurity, IT Automation, Business Automation, Web & Mobile Development and enterprise applications.
- Ability to understand and manage technical concepts and processes, bridging the gap between technical and non-technical stakeholders.
- Knowledge of project management methodologies such as PMBOK, PRINCE2, Agile, and Waterfall, with the ability to tailor methodologies to project needs.
- Knowledge of quality assurance processes and tools to ensure that deliverables meet specified requirements and quality standards.
- Understanding of budgeting principles and experience in managing project budgets, tracking expenses, and making financial decisions within budget constraints.
- Experience in managing changes to project scope, schedule, and requirements while minimizing disruption to project progress.
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.
We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.
Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.
Together we can.
