Operations and Service Delivery Manager

A Leading IT and Management Consultancy in Saudi Arabia

riyadh, Saudi Arabia

Ref: OP809-03

Job description / Role

Employment: Full Time

- Work with multiple clients in our portfolio spread across various verticals (for whom we provide IT infrastructural and Managed ICT services), engage with their decisions makers, share their vision in order to implement and maintain plan and standards agreed upon.
- Translate the requirements and needs of clients into value added proposals and service level agreements.
- Efficiently manage, deploy and acquire further skilled staff and resources in order to ensure projects and operations are not only delivered but exceed agreed Service Level Agreements (SLAs)
- Plan, organize and manage staff to assure appropriate coverage to meet business needs and Service Level Agreements (SLAs) and to achieve excellence in customer service and satisfaction.
- Develop, implement and continually refine and improve Operations, service desk, and procedures, standards, and policies to conform to best practices and SLAs. Identify problems and research and evaluate potential solutions.
- Develop, implement and continually refine and improve incident and problem management procedures and documentation to align Service desk operations with best practices and addressing triage/analysis, response, resolution, escalation and communication.
- Continually investigate and liaise with vendors, suppliers and technology product pioneers in order to improve and refine our offerings to current and new clients.
- Create and maintain a training program for increased business, customer service, and technical knowledge.

Requirements

- BSc IT related
- 10 years experience in IT sector, minimum 5 years in operations, management and service delivery

Other certifications obtained:
- Microsoft, Cisco, ITIL, Related qualifications a must

Specialist knowledge:
- ITSM, Networks, Infrastructure, Servers and Systems Management

Soft Skills and Personality traits:
- Great communication skills and faultless English (written and spoken), Good negotiation and customer liaison skills. Fast paced, energetic leader with team player mentality.

Language Fluency: English
Current Location: Saudi Arabia, Qatar

About the Company

A leading IT and Management Consultancy in Saudi Arabia.

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