Service Delivery Senior Manager

Job Description

People Management

• Plan and develop staff recruitment, including wording vacancy advertisements and liaising with HR staff
• Organize staffing, including shift patterns and the number of staff required to meet demand.

Performance Management

• Manage the daily running operations
• Review the performance of staff, identify staff training needs and plan training sessions
• Analyze performance statistics and make decisions on the basis of these statistics
• Provide monthly evaluation report

Operational Duties

• Study the project scope of work from Deployment point of view to identify how to perform it in collaboration with field Support department and rest of e-finance departments
• Identify customer needs and sharing it with concerned e-finance departments
• Share the Deployment Plan with the proposed departments and Execution team to be implemented.
• Prepare projects plans and the needed forms with proposed parties to ensure the implementation and preparation as per process and procedures and with the agreed time.
• Follow-up the current situation of projects achievements with Execution Team to ensure that all tasks agreed upon project schedule and as per SLA.
• Establish and execute a project communication plan
• Monitor progress and complete regular process reports on Delivery data and overall project status
• Prepare project status reports by collecting, analyzing, and summarizing information
• Communicate and coordinate with internal departments and outside entities to overcome any obstacles regarding the process of activation and technical support to organize the labor movement.
• Establish and manage service delivery plan in collaboration withPMO, IT, and Operation.
• Set Operational Level Agreement (OLA).

Managerial responsibilities

• Participate in the development of departmental plan and processes
• Cascade down departmental plans into functional operational plans.
• Set teams objectives and plans
• Coach team members and evaluate their performance
• Build and maintain team spirit
• Ensure that policies and plans formulated are in line with the organization’s goals
• Develop strategies to increase profit and minimize cost incurred on service delivery

Client Management

• Clarify services to clients.
• Build a strong relationship with clients.
• Manage Customer Expectations and satisfaction