Service Delivery Manager

Capgemini; Abu Dhabi; On-site; AED 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Service Delivery Manager to enhance service delivery processes and client satisfaction. In this role, you will act as the bridge between the business-as-usual team and clients, ensuring services are delivered as per contractual KPIs. You will leverage your expertise in core banking product support and project management to drive innovation and continuous improvement. This is an exciting opportunity to work with cutting-edge technologies and collaborate with a dedicated team to elevate service efficiency and client relationships. If you're passionate about service excellence and thrive in a fast-paced environment, this role is for you.

Qualifications

• 5-7 years of experience in core banking product support.
• 3-5 years of project management experience.
• Strong client-facing experience with excellent communication skills.

Responsibilities

• Monitor and optimize service delivery processes to enhance efficiency.
• Drive automation initiatives to reduce incidents and improve resolution times.
• Collaborate with clients and internal teams to ensure high satisfaction ratings.

Skills

Service Management

Incident Management

Client Relationship Management

Project Management

Temenos Transact Knowledge

Communication Skills

Education

BE/B Tech Degree

Tools

Excel

Project Management Software

Job description

Key Responsibilities: • Proactive Service Management - Continuously monitor, refine, and optimize service delivery processes to anticipate risks and implement preventive solutions. • Incident & Ticket Reduction Initiatives - Drive automation and process enhancements to minimize recurring incidents, improve resolution time, and reduce overall ticket volume. • Collaboration with Internal CoE - Partner with the Center of Excellence (CoE) to implement Generative AI, Agentic AI, and Automation, optimizing workflows and enhancing service efficiency. • Client Relationship & Satisfaction - Strengthen client relationships by ensuring exceptional service delivery, addressing concerns proactively, and enhancing customer experience. • Performance Monitoring & Insights - Analyze service trends, track key performance indicators (KPIs), and generate actionable insights to improve operational excellence. • RFP Contributions & Strategic Planning - Support Request for Proposal (RFP) processes by providing expert insights, defining service strategies, and aligning delivery models with client needs. • Team & Vendor Coordination - Collaborate with internal teams and external vendors to streamline operations, enhance service capabilities, and drive innovation in service delivery. • Continuous Innovation & Process Improvement - Stay ahead of industry trends, leverage emerging technologies, and drive ongoing enhancements to improve service delivery models

Role Summary: • Function as the bridge between BAU team and designated Clients & Function as the Single Point of Contact (SPOC). • Ensure delivery of services as per agreed contractual KPIs . • Review existing processes and recommend continuous improvements / streamlining through Value adds & initiatives. Temenos transact knowledge is mandatory. • Actively monitor outstanding tickets and enhancements logged under allocated clients. • Prioritize open tickets for analysis based on client's feedback & Prioritize tickets in Maintenance and ensure delivery as per SLA. • Follow-up with client for any additional information required for logical closure of ticket. • Liaise with Client and Account/Project Managers to understand different milestones like UAT, Upgrade, go-Live etc., and keep department informed. • Provide constant updates over conference calls or through e-mail. • Communicate about re-schedule in the delivery of fixes, if any. • Mentor support managers in specific regions and also take care of Top Tier clients. Function as Support Account Manager for specific clients meeting • Ensure and Maintain High Satisfaction rating from clients • Periodic Status reporting to both internal and client stakeholders • Experience in working on RFPs and SOWs is preferred Skills & Experience • Candidates with a BE/B Tech degree, possessing 5 to 7 years of experience in core banking product support, 3 to 5 years of project management experience, and an overall experience of 8 to 12 years, suitable for the role of Service Delivery Manager. • Knowledge in Temenos Transact is preferred • Client facing experience •Excellent relationship building and communication skills • Well Versed in excel and project management plans , presentation skills • Working Knowledge in tracking reports and manage Metrics, Revenue Vs Cost management • Industry Awareness in terms of leading practices. • Understanding Customer pain points and knowledge on how to achieve customer satisfaction