Service Delivery & Assurance Manager vacancy in Riyadh, Saudi Arabia (142jc)

My client is now seeking a Service Delivery & Assurance Manager to join their organisation to be based at their Riyadh office.

Reporting to the Operations Manager their immediate subordinates will be IT Operations Manager, Change Manager, SACM Manager, Tech Problem Manager, Applications Manager, Security Manager and the Estate Manager, SKMS

Therefore, the main Objectives and Functions will be:
• The role holder is to act as a liaison between Operations and Maintenance team and customers to ensure customer satisfaction and to meet operational service level agreements based on contractual obligations.
• This role holder shall develop and maintain customer relations by being the operational focal point for Company scope being delivered to the customer.
• This role holder will focus on customer service, an understanding of the company’s services, knowledge to be the focal point for ITIL core process, and the ability to leverage resources across different technical teams to expedite problem resolution.
• This role holder is required to work independently to support the client with complex configurations

Duties and Responsibilities:
• Establish an excellent relationship with clients.
• Administer customer satisfaction surveys and discuss improvement areas with client.
• Customer advocate/escalation point into service delivery team 24 x 7.
• Maintains awareness of all customer projects or changes.
• Participate in SOW reviews.
• Lead critical client escalations (Incident Management).
· Manage customer expectations/relationships.
· Escalate as required within the technical/support teams to ensure assignment of resources to meet SLA compliance.
· Escalate internally to management levels for awareness.
• Conducts customer and management briefings concerning operational decisions, scheduling requirements.
• Manages the Change Management Process:
· Interlock with Implementation team
· Interlock with Support and Customer Service
· Inform service delivery of changes or maintenance that will affect service
• Partner with Operations Team to address Escalated Issues, Contract / SOW Requests & assist opportunity, user entitlements.
• Service level agreement compliance assurance and present monthly reporting.
• Conduct operation reviews, develop presentation materials as required for both customer facing reports and internal leadership discussions.
• Own Root Cause Analysis document and facilitate technical input and track corrective actions (Problem Management).
• Proficient with service delivery Operations/Processes.
• Understands all aspects of Customer Contract and can articulate to service delivery teams as required.
• Drive Release Management discussions to provide compliance with contractual deliverable or up-sell opportunities.
• Work closely with Service delivery teams and Business teams to ensure contractual obligations are meet while maintaining margins

Contact with Others (Internal/External/Meetings):
The post-holder will be expected to manage, on a daily basis, effective relationships with a wide stakeholder group including:
• To liaise with other Client departments as required and UK MoD or National Guard personnel as required or directed.

Judgement/Decision Making Authority (Specific Responsibilities)
• Full judgment and accountability in decision making over the areas of responsibility and as delegated by the Operations Manager.

Recruitment Specification (Knowledge & Experience):

Qualifications
• BSc/MSc in technical field or equivalent technical experience

Essential
• Experience working in ITIL roles related to Incident Management, Problem Management, Change Management, Release Management processes.
• Proficient in MS Office applications (Excel, Word, PowerPoint).
• Telecom Experience and/or IT experience.
• Previous experience in a customer facing role.
• Previous experience in technical role.
• Ability to work across organizational boundaries to drive resolution.
• Knowledge of ITIL and ITSM, ITIL V3 foundation or Intermediate certified Experience.

Desirable
• Experience in delivery of communications services.
• Experience of living or working in the Middle East.

As this role is based in Saudi Arabia, candidates must meet all of the minimum qualifications as they are not bound by UK or EU Laws, also only individuals up to the age of 55 will be considered for any of these roles.

In return they are offering an excellent salary and benefits package for and of course the benefits package will be UK Tax Free, however due to the nature of this role, it is open to UK Nationals only.