Service Delivery Manager

General Electric (GE)

Saudi Arabia

Ref: KP132-1258

Job description / Role

Employment: Full Time

Service Delivery Manager, Saudi

Role Summary:
The Service Delivery Manager (SDM) in the region manages relationships with our customer base and ensures customer success and satisfaction. Manages assigned customer service through leadership and service delivery focus to create an environment to achieve ultimate customer loyalty.

Essential Responsibilities:
• Deliver positive results against SLA targets, in line with ITIL methodology, whilst achieving assigned personal goals in the profitable delivery and growth of the service contract base. Coach and mentor junior SDM’s to ensure best practice is replicated across other territories and customer bases.
• Manage assigned Customers through leadership and service delivery focus to create an environment to achieve ultimate customer satisfaction and loyalty.

Deliver positive results:
1. For Customers – as the focal point of contact for all HCD services related matters
2. For GE HCD – as the conductor of all projects and needs
3. For GEHC – as the sponsor and leader of the Customer intimacy

• Provides the managed level of service at budgeted cost
• Accountable for SLA targets, in line with ITIL methodology, whilst achieving assigned personal goals in the profitable delivery and growth of the service contract base
• Deliver commercial targets (upsell, service contract renewals) with the assigned customer base in collaboration with Regional Leaders / Sales Specialist.
• Work with service support teams and Managers from a strategic level to ensure 1st class service delivery is achieved using feedback from customer and reporting cycles.
• Responsibility for SIP’s (Service Improvement Plans) to reduce and / or prevent further service issues, system disruption and transactional performance target failures.
• Input into, and delivery of, all RCA’s relating to all high service incidents and to ensure that remedial actions are driven through to agreed conclusion, follow up and complete all lessons learned actions.

Requirements

Qualifications/Requirements:
• Qualified ITIL 3.0 Foundation, ITIL Intermediate 3.0 and ITIL Service Strategy 3.0 are mandatory to be considered and certificates will be required prior to interview
• 5-8 Years’ experience in IT project management in Healthcare information technology
• BSc. of Information Technology engineering.
• Total ownership of customer relationships, escalations and service delivery functions for a designated IB list.
• Focal point for all service related matters as well as being access point for non-service related issues.
• Attend regular customer service meetings representing GE HCD
• Deliver customer service reports in line with contractual obligations.
• Ensure smooth service delivery in line with contractual commitments with being the interface btw customer and our central team (Pool-of-Experts)
• Forecast all needs for services managed, from resources (bandwith, skills) to capacity units
• Build solid customer relationships gaining trust and respect through delivery of contractual commitments
• Responsible for service delivery to meet SLA (Service Level Agreement) target’s in line with contractual resolution times.
• Responsible for controlling the service’s contracts profitability (no overcasts, margin improvement).
• The SDM could shape a SIP’s (Service Improvement Plans) to reduce and / or prevent further service issues, when needed
• Attend regular service committees for all assigned customers
• Ensure all customer escalations and major incidents are managed effectively and communicated clearly to the customer / other services at GE.
• Owner of t-+he SQP (Service Quality Plan) detailing how all aspects of the service are delivered.
• Responsible for all customer generated service requests from production to closure, in close collaboration to all POE teams
• Act as a Digital Ambassador with HCS teams: drive knowledge increase, market understanding. Provide technology roadmap and senior support in closing strategic deals; represent HCD externally (with customers, government, institutions, professional associations, trade & industry councils)
• Meet commercial targets to existing customers for Upselling
• Support on the pre-sales activities for new Marketing Materials and answers to Requests for Proposal and closely collaborate with the Region Commercial teams (Product Sales Specialist, Region Leader) to harvest opportunity in strategic segments (SCS, CARD, HAC).

About the Company

GE is a diversified technology, media and financial services company, dedicated to creating products that make life better. From aircraft engines and power generation to financial services, medical imaging, television programming and oil and gas, GE operates in more than 100 countries and employs over 300,000 people worldwide.

GE's Oil & Gas business is a leader in the development and delivery of advanced product and service offerings for the global oil and gas industry. As a consequence of the rapid expansion of its technology base, GE's Oil & Gas is capable of addressing the largest and most complex engineering and application challenges entirely from its own worldwide resources. So whether it's the world's largest LNG compression trains, re-injection of high sulfur gas, enhancing the safety and productivity of the world's oil and gas pipelines, or equipment for the production of oil and gas from harsh environments, GE is leading the charge.

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