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We are seeking a dynamic and ambitious professional to join our team as a Service Delivery Manager. The ideal candidate should be a seasoned expert in Desk and Field support.
As a Service Delivery Manager, you will be responsible for overseeing the delivery of managed services to clients, ensuring high levels of customer satisfaction, and maintaining strong client relationships. You will work closely with cross-functional teams to ensure the seamless execution of services while meeting contractual obligations and quality standards.
Job Title: Service Delivery Manager
Experience: 10+ Years
Key Responsibilities:
Client Relationship Management:
Establish and maintain strong relationships with key client stakeholders.
Act as the primary point of contact for client inquiries, concerns, and escalations.
Regularly communicate with clients to understand their evolving needs and expectations.
Service Delivery Oversight:
Develop and maintain a deep understanding of the services provided to each client.
Monitor service performance against service level agreements (SLAs) and key performance indicators (KPIs).
Identify areas for improvement and implement process enhancements to optimize service delivery.
Team Collaboration:
Collaborate with cross-functional teams, including technical, operations, and support teams, to ensure effective service delivery.
Facilitate communication and coordination among team members to address client needs promptly.
Contract Management:
Ensure that all contractual commitments and obligations are met.
Review and negotiate contract terms as needed to align with client requirements and company capabilities.
Issue Resolution:
Proactively identify and address service delivery issues and roadblocks.
Work with internal teams to resolve technical and operational challenges.
Performance Reporting:
Prepare and deliver regular performance reports to clients, highlighting key metrics, achievements, and areas for improvement.
Conduct periodic service reviews with clients to assess overall satisfaction.
Continuous Improvement:
Drive continuous improvement initiatives to enhance service quality and efficiency.
Stay current with industry best practices and technology trends to recommend improvements.
Budget Management:
Manage the service delivery budget, ensuring cost-effective resource allocation.
Track expenses and revenue associated with each client's services.
Experience Required:
Should have: 10-12 Years
Min 4+ Years of experience in Operations Management
Should have Experience in Managing a Team of 20+
Should be familiar with Managing IT Service Desk and Field support.
Should have experience in Managing Multiple Clients.
Vendor Management
Experience in Driving/executing small-scale projects.
ITIL Certification.
Technical Knowledge of IT Hardware would be preferred & and should have IT Warranty Services and Print services experience.
Established in 1974, the flagship company of the Jumbo Group, Jumbo Electronics is a diverse Business Conglomerate with interests in Consumer Electronics, Distribution, Retailing, and Enterprise business. With its extensive network of retail stores and Service Centers spread across the emirates, Jumbo is a formidable force in the industry and is presently enjoying a growing distribution and retail presence in The Middle East.
For more details please visit http://www.jumbogroup.com/
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