ICT Service Delivery Manager

Dicetek LLC; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

A prominent IT services firm in Dubai is looking for an experienced ICT Service Delivery Manager to oversee operations, implement strategic initiatives for profitability, and ensure compliance with KPIs. Qualified candidates should have a Bachelor's degree in IT or Computer Science and at least 5 years of relevant experience. Strong communication and analytical skills are essential for this role, which is contract-based.

Qualifications

• Minimum 5 years of experience preferably in Service Management within an International IT / Telecommunications organization.
• Experience in Service Support and Delivery role.

Responsibilities

• Manage day-to-day activities of operations unit.
• Implement strategic planning for profitability and efficiency.
• Oversee call center operations ensuring SOW compliance and KPI goals.

Skills

Cloud Services (VMware and Open stack)

Keyboard proficiency and PC skills (MS Office and MS Outlook)

Customer Service focused

Sales oriented

Team player

Flexible approach towards work

Self-motivated / Self-starter

Problem solving / Analytical skills

Strong communication skills written and verbal in English

Education

Bachelors Degree in IT / Computer Science or relevant field

CCNA / CCNP / ITIL / Data Center CDCP Certification preferred

Job description

Overview

Join to apply for the ICT Service Delivery Manager role at Dicetek LLC.

Responsibilities

• Manages and is responsible for day-to-day activities of one or more unit of operations.
• Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.
• Manage the daily / weekly / monthly P&L
• Develop annual operating budgets and provide fiscal direction of the department.
• Oversees the daily operation of the call center and its various components, ensuring SOW compliance and KPI goals, including CSAT, ESAT and KSAT.
• Prepares / reviews financial and / or operational analysis and reports on a daily / weekly / monthly basis.
• Spends time on floor to audit current procedures to monitor and improve efficiency of operations.
• Manages and develops a team of ACMs in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Center.
• Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day.
• Participate in monthly and quarterly ATAC meetings.
• Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.
• Participates in the development and implementation of unit policies and procedures.
• Participate in client meetings as required.
• Develops or assists with the development and implementation of policies and procedures consistent with those of the organization.
• Ensure all DU policies and procedures are adhered to including but not limited to Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper DU Management immediately.
• Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned.

Qualifications

• Bachelors Degree in IT / Computer Science or relevant field
• CCNA / CCNP / ITIL / Data Center CDCP Certification preferred

Experience

• A minimum 5 years of experience preferably in Service Management within an International IT / Telecommunications organization.
• Experience Service Support and Delivery role.
• Good understanding of ITIL for service management

Skills

• Good knowledge of Cloud Services (VMware and Open stack)
• Keyboard proficiency and PC skills (MS Office and MS Outlook).
• Customer Service focused and Sales orientated
• Team player
• Flexible approach towards work
• Self-motivated / Self-starter
• Problem solving / Analytical skills
• Strong communication skills written and verbal in English

Seniority level

• Not Applicable

Employment type

• Contract

Job function

• Project Management and Information Technology

Industries

• IT Services and IT Consulting

Ajman, Ajman Emirate, United Arab Emirates