Service Delivery Manager SDM

Intertec Softwares; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

An established industry player is seeking a skilled Manager to oversee application support and development. This role involves ensuring high-quality service delivery while adhering to SLAs and governance protocols. You will act as the primary liaison for stakeholders, facilitating effective communication and addressing escalations. Additionally, you will coordinate Agile practices, manage team capacity, and drive continuous improvement initiatives to enhance service efficiency. If you are passionate about leading teams and improving service delivery, this opportunity is perfect for you.

Qualifications

• Experience in managing application support and development.
• Strong communication skills for stakeholder engagement.

Responsibilities

• Oversee application support and new developments ensuring quality service.
• Coordinate Agile practices and manage incident escalations effectively.

Job description

Key Responsibilities:

1. Oversee and manage the delivery of application support and new developments.
2. Ensure adherence to SLAs and governance protocols maintaining high quality service delivery.
3. Act as the primary point of contact for stakeholders facilitating effective communication and addressing escalations promptly.
4. Monitor and manage incident escalations ensuring resolution within agreed timelines.
5. Coordinate Agile practices including sprint planning, standups, and retrospective meetings.
6. Collaborate with the Business Analyst and technical teams to prioritize tasks and allocate resources effectively.
7. Review performance metrics, prepare status reports, and provide updates to stakeholders regularly.
8. Drive continuous improvement initiatives to enhance service efficiency and user satisfaction.
9. Manage team capacity including cross-training plans to ensure business continuity.
10. Identify and plan for any additional skill sets or resources required ensuring alignment with the rate card and budget.

Required Experience:

Manager