Senior Manager - Service Delivery

Robert Walters


Ref: NP316-1080

Job description / Role

Senior Manager - Service Delivery role for a tier 1 financial services firm based in Kuwait.

You will be responsible to enable the service delivery team to deliver an efficient support service in line with ITIL best practice guidelines. International candidates with mature market experience are encouraged to apply.


* Manage entire service delivery team; includes all aspects of Line Management such as training and development, performance monitoring, appraisals and objective setting, HR issues, resource management, recruitment, etc.
* Taking hands on approach to manage the daily workload of the service desk, ensuring all calls are being properly handled, prioritized, and progressed, customers are kept informed, and communications and customer service are of the highest standard
* Play a key role in the Support Teams' Continuous Service Improvement Program and ensure agreed processes and procedures are followed
* To own, review, and revise the ITIL Service Operation Policies, Processes, and Procedures pertaining to the role and regularly report on their performance using a range of KPIs and metrics



* 10+ years of experience working in a senior service delivery role
* Global financial services experience is preferred
* ITIL certification is preferred
* Experience of managing Service Transition of new systems from project to production environments
* Highly developed team leadership, management, and consultation skills
* Good oral and written communication skills including competent writing skills; experience of producing reports and technical support documentation

About the Company

Robert Walters is one of the world's largest specialist professional recruitment consultancies with 53 offices spanning 24 countries.

We've helped thousands of professionals find permanent, contract and interim roles with leading global corporations, small to medium sized companies and innovative start ups. Our specialist recruitment focus includes: accountancy and finance, banking, engineering, operations, legal, IT, sales, marketing, procurement & logistics, HR and support/administration.

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