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Service Delivery Manager

IBM Middle East

Riyadh, Saudi Arabia

Ref: RP805-205

Job description / Role

Job Description

IBM Cloud Labs delivers expertise in innovative design, implementation, training, and support for IBM Software products. Our team of highly skilled consultants, with broad architectural knowledge and deep technical skills, are the specialists called on to deliver successful outcomes to client projects. IBM Cloud Labs team are the first to use new IBM Software products in the field, enabling our customers to realise expected business benefits sooner.

IBM Cloud Labs offer IBM customers a range of skills to ensure their complex projects are a success:

Consulting - Our skilled and knowledgeable consultants assist clients with the deployment of IBM software solutions, maximising the value of their investment and achieving or exceeding the business results they seek.

Premium Support (AVP) - Whether clients are already using an IBM software solution or planning to implement one, we can help leverage ongoing business value from their investment. Our Premium Support Program covers the entire software infrastructure lifecycle - from planning, through deployment, growth, and optimisation, to management of upgrades and change.

Responsibilities
A Service Delivery Manager identifies a client's needs and oversees the delivery of the services within the context of the business. The foundation of this position is establishing processes to provide consistently high levels of customer service in a cost-effective manner. The role is well-suited to people who have a passion for providing excellent customer service, who possess strong interpersonal and leadership skills, and who enjoy working as part of a team.

This position is to join the IBM Cloud Labs organisation as a Service Delivery Manager.

A service delivery manager's duties typically involve:

Establish Delivery Processes
- A key part of the role of a service delivery manager is to establish and refine delivery processes.
- The goal of streamlining these processes and procedures is to ensure that each customer gets the same great experience from the initial stage.

Supervise Staff
- Service delivery managers oversee employees in different stages of the delivery process, even though they may not be their direct line manager.
- The service delivery manager holds all service departments and employees within these teams accountable for carrying out the required processes and tasks and providing great customer service.

Manage Customer Expectations
- This role involves assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times.
- Service delivery managers typically evaluate a customer's experience against a set of customer satisfaction goals and criteria.
- When NPS scores fall below these thresholds, service delivery managers conduct additional research.

Create Cost-Effective Systems
- A common task for service delivery managers is to ensure that processes are efficient and cost-effective.
- They aim to find ways to reduce costs without affecting the overall customer experience.

Build Partnerships
- Service delivery managers are responsible for building partnerships and liaising with team leaders to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise.

Service Delivery Manager Skills and Qualifications
- Service delivery managers are effective communicators, active listeners, and have excellent customer service skills.
- Leadership - Service delivery manager will need to have strong leadership skills in order to motivate and lead their team effectively and to ensure that junior employees have the knowledge they need to do their jobs well
- Communication Skills - Service delivery manager should possess strong interpersonal skills, which enables them to communicate with their team, give clear instructions, and provide great customer service
- Computer Skills - The administrative side of this role requires good computer skills to analyse data and create reports
- Teamwork - Service delivery manager should be able to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff
- Detail-Oriented - This position requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports. For this aspect of the role, being detail-oriented and able to find focused solutions to business problems is useful

How we'll help you grow
- You'll have access to all the technical and management training courses that will help you
- You'll learn directly from guide developers in the field; our team leads love to mentor
- You have the opportunity to work in many different areas to identify what really excites you

Requirements

Required Technical and Professional Expertise

- Leadership - Service delivery manager will need to have strong leadership skills in order to motivate and lead their team effectively and to ensure that junior employees have the knowledge they need to do their jobs well
- Communication Skills - Service delivery manager should possess strong interpersonal skills, which enables them to communicate with their team, give clear instructions, and provide great customer service
- Computer Skills - The administrative side of this role requires good computer skills to analyse data and create reports
- Teamwork - Service delivery manager should be able to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff
- Detail-Oriented - This position requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports.

Preferred Tech and Prof Experience

- Leadership - Service delivery manager will need to have strong leadership skills in order to motivate and lead their team effectively and to ensure that junior employees have the knowledge they need to do their jobs well
- Communication Skills - Service delivery manager should possess strong interpersonal skills, which enables them to communicate with their team, give clear instructions, and provide great customer service
- Computer Skills - The administrative side of this role requires good computer skills to analyse data and create reports
- Teamwork - Service delivery manager should be able to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff
- Detail-Oriented - This position requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports.

EO Statement
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Preferred Education: Master's Degree Commissionable: No

Key Job Details

- Country: SA
- State: AR RIYAD
- City: RIYADH
- Category: Technical Specialist
- Required Education: Bachelor's Degree
- Position Type: Professional
- Employment Type: Full-Time
- Contract Type: Regular
- Location: RIYADH, AR RIYAD SA

About the Company

For more than six decades, IBM Middle East & Pakistan has played a vital role in shaping the information technology landscape of the region. Today, IBM is part of the region's technological fabric, solving real-world business and societal challenges, through its offices in UAE, Saudi Arabia, Qatar, Kuwait and Pakistan, and also a diversity of centers across the region.

Within the region, IBM currently has groundbreaking initiatives in cloud computing, analytics, mobile, security, as well as nanotechnology, eGovernment, healthcare and many more, collaborating with leading educational institutes and governments. IBM supports hundreds of clients to drive transformation through technology, contributes to regional research & development programs and has an active Corporate Service Corps (CSC) program.

Reinvention is a keyword in the company's history and, today, IBM is much more than a "hardware, software, services" company. IBM is now emerging as a cognitive solutions and cloud platform company.

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