Service Delivery Manager

Job Description

The SDM is a key customer facing role:
– She/He will be empowered to transversally lead the delivery of a managed IT services inside and outside OCB and OBS
– Being responsible for building, running and continuously improving the end-to-end delivery model for customized solutions
– SDM leads the following activity domains during the post-sales solution lifecycle: technical domain, service domain and operational domain
– The SDM directs the functions delivering ITIL processes to the solution, including service operation, service management, continuous improvement and third-parties management
– Responsible for the Build to Run handover and internal operational acceptance of new projects
– Responsible for scope management of the solution
– Responsible for Customer Service Improvement Plans and Crisis management
– Accountable for the customer satisfaction
– Accountable for the Quality of Service and SLAs
– Accountable for the cost management of the solution delivery
– Contribute to revenue growth through up-selling opportunities and organic growth management
– Support the sales and pre-sales functions with new projects
– The SDM is a member of key customer and internal governance meetings related to the solution
– Locally reports to the Head of Managed Application in Egypt and centrally reports to the Head of Service Delivery Management (in France)
– When applicable functionally reports to a Program Director for large multi-domain solutions