Technical Service Delivery Manager

This position is limited for 3 months with the option of extension.

We are not providing Visa sponsorship.

SDM is the main interface between our customers and KTC organisation. SDM 'owns' their support contract commercially, operationally and contractually. SDM at Kapsch OPS plays crucial role in driving service delivery excellence and make sure services are delivered effectively in or above expected quality and our customers are satisfied with level of services delivered by KTC and our suppliers

Best performes are transparent and have hands-on attitude (they review incident reports, contribute to root cause analysis not only forward them to the customer, they are able to understand technical problems and can contribute) What doesn´t work: passive attitude (it´s necessary to reach out to the customer proactively, ensure the correct planning etc.), not understanding that "the customer is always right", not looking beyond your typical scope

Responsibilities:

• Drive, manage and control performance and improvements in service delivery towards a customer;
• Help and supervise internal support units and external service suppliers in achieving SLAs and KPIs required by contracts;
• Lead and coach cross-functional teams in application of process improvements, project and change management industry standards and best practices;
• Manage and maintain customer interactions on a regular basis – lead and participate in customer meetings, monitor performance reports and communications, provide responses to customer requests, etc.;
• Interface with other cross-functional units such as governance, finance, sales and application centers providing the appropriate level of management and collaboration activities in order to achieve business goals;
• Articulate the objectives of an assigned customer delivery project as they apply to the fulfillment of organization and individual objectives.

Desired Candidate Profile

• ITIL Certification
• Fluent in english
• Arabic is advantage
• Knowlege of IT Systems and infrastructure
• Experience with governmental work is a plus