Service Delivery Manager

Arabic speaking is required

We are currently seeking an experienced IT Service Delivery Manager to join our team. This role is crucial in ensuring the smooth and efficient delivery of IT services to our organization, with a focus on meeting customer needs and achieving service level agreements (SLAs). The ideal candidate will possess strong leadership skills, technical expertise, and a customer-centric approach to service delivery.

ROLE & RESPONSIBILITIES
* Lead the delivery of IT services in accordance with agreed-upon SLAs, to meet business
requirements and ensure high levels of customer satisfaction.
* Develop and implement IT service management strategies, policies, and procedures in
alignment with industry best practices (ITIL framework) to streamline operations and improve efficiency.
* Establish and maintain ITSM processes, including incident management, problem management, change management, release management, configuration management, and service request fulfilment.
* Maintain and manage the ServiceNow ITSM module
* Ability to drive process optimization through ServiceNow.
* Monitor key performance indicators (KPIs) and service level targets to measure the
effectiveness and efficiency of IT services, identify areas for improvement, and drive continuous service improvement initiatives.
* Build and maintain strong relationships with internal stakeholders and external clients, serving as the primary point of contact for service delivery-related inquiries and escalations.
* Conduct regular meetings to review service performance, address concerns, and identify
opportunities for service enhancements.
* Oversee the incident and problem management processes, ensuring timely resolution of issues and minimizing the impact on business operations.
* Coordinate with technical teams to investigate root causes of incidents and implement
preventive measures to mitigate future occurrences.
* Manage the change management process, ensuring that changes to IT systems and
infrastructure are implemented smoothly and without disruption to service delivery.
* Assess change requests for potential impacts on service availability, performance, and security, and coordinate with stakeholders to plan and execute changes effectively.
* Develop and maintain service continuity plans and procedures to ensure business continuity in the event of IT outages or disasters.
* Conduct regular testing and exercises to validate the effectiveness of service continuity
measures and identify areas for improvement.
* Ensure compliance with regulatory requirements, security standards, and organizational policies in IT service delivery.
* Stay current with emerging technologies, industry trends, and best practices in IT service
management.

Basic Qualifications Required:
* Bachelor’s degree in information technology, computer science, or related field. Master’s degree and ITIL certification(s) are a plus (ITIL certifications and designations beyond the ITIL Foundation will add more value to the candidate).
* Proven experience of at least 10 years in IT service delivery management, with a focus on
designing, implementing, and improving ITSM processes.
* In-depth knowledge of ITIL framework and IT service management principles, processes, and practices.
* Experience with IT service management tools (e.g., ServiceNow, BMC Remedy) and ITSM
platforms.
* Proven track record of driving service improvement initiatives and delivering measurable results.
* Demonstrated leadership skills with the ability to inspire and motivate teams to achieve goals and objectives.
* Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and stakeholders.
* Solid technical background with knowledge of IT systems, networks, and infrastructure.
* Analytical mindset with the ability to analyze complex problems, identify root causes, and
implement effective solutions.
* Strong commitment to customer service excellence and continuous improvement in IT service delivery.

Salt is acting as an Employment Business in relation to this vacancy.

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