Service Delivery Manager

Location: Ivory Coast Salary:
Type: Contract Start Date: ASAP
Posted: 24 days ago Contact: Ceci Zhang

Ceci is looking for a Service Delivery Manager to work in Cote d’Ivoire. Local candidates are preferred. I


Role responsibilities:

1. Establishing the Service Management regime for the contract
2. Build and develop the ongoing service relationship with the customer
3. Drive the development and agreement of detailed SLA’s for each individual service being delivered
4. Maintain a service catalogue of all operational services.
5. Manage this in conjunction with a service calendar detailing all significant events relating to the service – ensure alignment with change management process
6. Monitor and manage ongoing SLA performance, identify and implement corrective actions as required.
7. Drive year on year continuous improvements in service quality across the contract service portfolio
8. Analyze all aspects of performance and constantly seek to derive new insights into the customer experience. Provide detailed reporting to the customer and all areas of the MS Organization
9. Support continuous improvement of processes ensuring close interlock and alignment with customer processes.
10. Drive third party vendor management, ongoing performance assessment, issue management Accountability for overall customer satisfaction and service delivery to contractual SLAs and KPIs.


Qualification requirements:  
- Mandatory Specialization E&C Mandatory Professional 
- Mandatory Specialization Computer 
- Mandatory Experience 10-15 Yrs. 
- Essential Designation SDM Source On-Roll Reporting Functionality GNOC Head Reporting Administratively GNOC Head HAY Level 16 
- Mandatory C&Q Level L2 Mandatory Job Family Product and Technology Mandatory Document Title Security Level 2015-03-10 Huawei Proprietary - Restricted Distribution Page2, Total2 Project Code Function /Department Domain Management Mandatory


Required knowledge and skills:
- Experience of large and complex service management contracts. 
- Proven expertise in leading service and process improvement activities within a complex service delivery environment. 
- Experience of working across a complex organization with an ability to develop forward plans and continuously achieve high performance 
- Experience of working with / leveraging / managing globally distributed service delivery teams (onshore / nearshore / offshore) 
- Successful and developing and managing relationships at all level organizational levels. 
- Good understanding of Service Management principles and Service Level metrics. 
- Able to win the trust of customers in challenging and changing circumstances. 
- Experience of management of third party relationships. 
- Analytical skills like logical thinking, problem solving & handling assignments are mandatory.
- Excel, Macro, report generation, trend and analysis is mandatory. 
- Fluency in French and English Language and Business and communication skills are required.