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Service Delivery Manager (SDM)SSC HR Solutions • Cairo, Cairo Governorate, EG
Service Delivery Manager (SDM)

Service Delivery Manager (SDM)

SSC HR Solutions • Cairo, Cairo Governorate, EG
30+ days ago
Job type
  • Quick Apply
Job description

Key Responsibilities:

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

Requirements

  • Bachelor’s Degree in Computer Science, Business Administration, or a related field.
  • 5+ Years relevant experience
  • Strong knowledge of ITIL framework and service management practices.
  • Proven experience managing client relationships and understanding client needs.
  • Excellent interpersonal, communication, and leadership skills.
  • Ability to analyze performance metrics and implement changes for continuous improvement.
  • Proficient in using service management tools and reporting systems.
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Service Delivery Manager (SDM) • Cairo, Cairo Governorate, EG

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