Service Delivery Manager

Company Overview

Department Overview

Job Description

Responsibility

Key Responsibilities

• Upgrades & deployments: oversee the dedicated Upgrade and Deployment team (consisting of 4 personnel) responsible for executing software patching, rollbacks, updates, and deployment across all lab and production systems.
• Performance monitoring &reporting: direct the KPI Reporting & Analytics team to generate comprehensive system performance reports, Kodiak Analytic reports, and drive test reports to ensure service quality and SLA compliance.
• Testing & verification: oversee change management verification, Wave mobile application acceptance testing, and drive testing operations (in coordination with 3rd party vendors).
• Knowledge transfer & enablement: manage the Knowledge Transfer lead to facilitate comprehensive user engagement, onboarding, fleet mapping preparation, and continuous training development for the customer.
• Cross-functional collaboration: work closely with the Customer Support Manager (CSM), Incident Managers, and supporting functions (like HR, Commercial, and Procurement) to align strategic goals and ensure continuous service improvement.

Required Operating Environment Context

Deliverables

• Take part in the formulation of standard procedures regarding service delivery.
• Lead the transition and transformation of project operations to Managed Services.
• Ensure that procedures and plans formulated for the customer are in line with the organization’s goals.
• Ensure that procedures formulated are fully implemented to achieve service level objectives.
• Attend important meetings on behalf of the service delivery team or appoint representatives.
• Make recommendations for changes to technology or procedures for the customer.
• Prepare periodic reports and present such reports to the customer stakeholders.
• Analysis of system performance and facilitate improvement recommendations.
• Cost and Efficiency
• A common fiscal responsibility of the Service Delivery Manager is to ensure delivery processes are efficient and cost effective.
• To reduce costs and streamline the process without adversely impacting the client experience, they might eliminate paperwork, unnecessary service steps or non-value-added features.
• For technology service providers, an emphasis should be placed on the efficient delivery of hardware and software services.
• Suggest new strategies to maintain or improve on the quality of service delivery & minimize cost.
• Carry out research regularly and attend seminars to learn improved service delivery procedures and processes.

Customer Satisfaction

• A key role for the service delivery manager is to constantly assess customer feedback and make necessary improvements.
• Managers typically conduct evaluations with customers on the phone, in person, via e-mail or through postal mail.
• When scores fall below the preset thresholds, the manager may conduct additional research and take steps to correct deficiencies.
• For example, some customers might feel like parts of the process are slow or delayed.
• By identifying and analyzing the issues, the service delivery manager can work on eliminating bottlenecks.
• Collect data and information on client satisfaction, inquiry, and complaint.
• Plan, manage and execute customer meetings for service delivery reporting and improvements.
• He/she will ensure that clients’ satisfaction is always guaranteed and will consistently collate data on customer satisfaction, inquiry and complaint.
• Responsible for maintaining a positive relationship with customers.
• identifying customer needs and ensuring that the service provider is able to meet these needs with an appropriate catalogue of services.
• The Service Delivery Manager has responsibility for being the Customer’s advocate within Motorola and being Motorola’s face to the Customer.
• Support the customer to best use the features and deliverables of Managed Service.
• Performs analysis of issues and problems.
• Lead efforts to escalate across internal functional groups to resolve service or client business impacting issues.
• Provides support relative to contractual commitments and SLA's.

Management

• Educate the members of the service delivery team on new plans and implication on service delivery.
• Assess the individual and collective performance of the team members.
• Organize and head meetings with the service delivery team.
• Responsible for training of service delivery resources.
• Reporting.

Basic Requirements

• Diploma or degree in Engineering (Electrical) or related discipline
• ITIL v4 certification
• High level of understanding of Communication systems and IP Networks
• 2+ years experience with planning and transitioning a project to operations and maintenance phase
• 5+ years experience managing a service delivery team, ideally focused on operations and maintenance
• High-level experience in telecoms or public safety
• Excellent communications skills (verbal, written and presentation in English and Arabic)
• Excellent customer service skills with a focus on Total Customer Satisfaction
• Effective consultation and liaison skills
• Good planning and time management skills
• Ability to prioritise, multi-task and meet deadlines
• Excellent theoretical and practical problem-solving skills
• Well-developed interpersonal and teamwork skills
• Ability to work unsupervised
• Technical literacy

Experience

Motorola Solutions Arabia, Inc., Saudi Branch