Service Delivery Manager - Associate Manager

DXC Technology Inc.; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

DXC Technology is seeking a seasoned professional accountable for financial, operational, and customer satisfaction in specified delivery locations. The successful candidate will manage various operational tasks, including service delivery, customer relationship handling, and financial oversight. Strong communication and technical skills alongside relevant industry experience are crucial for this role, which offers a collaborative work model within an inclusive environment.

Qualifications

• Typically, 6+ years of relevant industry experience, with at least 2+ years in a similar role.
• Minimum of 3 years’ experience in the Outsourcing Services Business.
• Strong English communication skills, both oral and written.

Responsibilities

• Managing financial aspects such as expenses and recovery.
• Ensuring customer satisfaction and maintaining internal delivery process standards.
• Integrating operational departments and streamlining processes.

Skills

Communication

Networking

Negotiation

Customer Orientation

Technical Knowledge

Education

Bachelor's degree or equivalent in a relevant field

Advanced degree in a relevant field

Tools

CompTIA A+

Microsoft Certified: Azure Fundamentals

Certified Cloud Practitioner

Job description

Job Description:

Role

Accountable for the overall financial, operational, and customer satisfaction for the specified delivery locations.

Responsibilities include:

• Managing financial aspects such as expenses, recovery, and residues.
• Ensuring customer satisfaction.
• Maintaining internal delivery process standards.
• Forecasting growth and engaging delivery resources.

Essential Job Functions:

• Serving as the single point of contact for the Account Service Team (ADM, Global ADM, Client manager, Service delivery Executive) to ensure the total customer experience (TCE) for the account.
• Facilitating cross-tower and cross-service line cooperation, coordinating activities between teams.
• Integrating operational departments and streamlining processes across towers, teams, and customers.
• Communicating with and motivating operation teams to meet customer expectations and implement improvement plans.
• Ensuring service delivery aligns with Service Level Objectives (SLO), utilizing utility Service Standards and ITSM/ITIL methodologies.
• Supporting change management activities and managing large change projects.
• Identifying technical resources needed for projects and change activities.
• Conducting resource capacity planning.
• Reviewing and optimizing processes to support planning and workload distribution, enhancing customer satisfaction.
• Participating in sizing and planning for "Work Migration" of the account team.
• Engaging in operation meetings with customers and hosting reviews at key delivery centers.
• Participating in Account Steering Committee meetings and driving transformation actions.
• Maintaining close communication with ADM.
• Performing regular billing and time tracking assessments to ensure accurate invoicing and reporting.

Basic Qualifications:

• Bachelor's degree or equivalent in a relevant field.
• Typically, 6+ years of relevant industry experience, with at least 2+ years in a similar role.
• Minimum of 3 years’ experience in the Outsourcing Services Business.
• Technical background in systems administration.
• Familiarity with Infrastructure Operations and Service Desk areas, with cross-functional exposure.
• Strong communication, networking, and negotiation skills.
• Excellent English communication skills (oral and written).
• Strong customer and service orientation.

Other Qualifications:

• An advanced degree in a relevant field is a plus.
• Relevant certifications like CompTIA A+, Microsoft Certified: Azure Fundamentals, or Certified Cloud Practitioner are advantageous.

At DXC Technology, we believe that strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, and individual work styles. We are committed to fostering an inclusive environment where everyone can thrive.

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