Service Delivery Manager/Sr. Service Delivery Manager

Role Location


Key Role

Service Delivery Manager/Sr. Service Delivery Manager

Technical/ Functional Skills

  • Responsible for planning, tracking and reporting on the contracts assigned
  • Ensure all contract related documentation is created and maintained as per organizational Service Delivery Management standards
  • Understand organizational Quality Management Standards and ensure adhere from a contract perspective
  • Communicate contract status reports to key clients, stakeholders and management including cost vs. budget, variances, contract risks, etc.
  • Closely monitor contract costs and ensure delivery is within budget. Determine and highlight any budget related risks promptly
  • Adhere to the communication process that incorporates issue tracking, escalation and resolution
  • Manage client relationships and ensure all client feedback is formally captured and reported to management
  • Ensure that client requirement is understood appropriately by internal delivery teams and manage timely closure of all deliverables
  • Responsible for 1st level client escalation handling, resolution and documentation
  • Responsible to deliver a high level of customer satisfaction (C-SAT) throughout the contract journey
  • Work with the Finance team to ensure timely and appropriate client billing

People Management 

  • Manager utilization of all resources assigned to the contract
  • Ensure the contract is appropriately staffed by raising timely resource requests
  • Conduct interviews, on need basis, to on-board required internal and external resources for the contract
  • Coach and mentor resources assigned to the contract
  • Ensure all resources are appropriately trained/skilled to deliver the contract objectives effectively
  • Create an effective Knowledge Transfer framework to ensure seamless handovers and onboarding of new resources
  • Maintain all essential documentation required for effective knowledge transfer and handovers
  • Responsible for Performance Management of resources assigned to the contract goal/ KRA setting, ongoing performance reviews and documentation, conducting appraisals, assigning performance ratings
  • Responsible to all matters relating to pastoral care, i.e. holidays, sickness, etc

Service Contract Management

  • Be the face of Invenio to the client in all matters, and respond professionally and promptly
  • Delivery of the support service to the contracted service level and targets
  • Delivery of small change Change Requests within contracted delivery timelines and standards 
  • Delivery of all contracted ITIL disciplines within the defined standards and targets
  • Provision of a fully staffed team sufficient to meet the support demands of the client
  • Management of the team to also respond to peak periods within the client business model
  • Be the point of contact for all Service queries and escalations relating to the client, alongside timely responses
  • Timely communication, both internal and external, of any threats or failures within the service provision
  • Management and delivery of all expected customer communications and reports, to the required standard and on time
  • Chairing the regular Service meetings with the customer stakeholders ensuring that all required areas are represented fully, and with trending and improvement analysis applied

Accountabilities of the Service Delivery Manager/Sr. Service Delivery Manager include 

  • Accountable for Performance Management of all resources assigned to the contract
  • Demonstration of a high standard of Customer/Client focus that results in a high C- SAT score for the contract
  • Creation and maintenance all Service/Knowledge documentation as per organisational and customer standards
  • Successful closure of all audits – Internal and/or external, as per contract requirement
  • Ensure appropriate staffing is always maintained in the contract
  • Manage relationships with internal and external customers and stakeholders
  • Effective management of contract budget by managing billing and expenditure in collaboration with the finance team
  • Delivery of the AMS contract to requested Service Levels and Targets
  • Management of the AMS team in sympathy with any geographical or customer specific policies or procedures, i.e. conforming to GDPR rules and guidelines
  • Management of the AMS contract to the avoidance of any financial penalties
  • Delivering a successful engagement within the boundaries of the customer contract
  • Creation & Management of a program of continuous Service Delivery improvement regardless of the SLA performance
  • Understanding what the client really wants, not just what is written in the contract Accountable for understanding the clients business, how it operates, it challenges, and its future plans

Skills & Expertise

Functional experience & skills/knowledge required for the role include:

  • Proficient in MS Office, MS Project, MS Visio and other communication tools.
  • ITIL Foundation accreditation preferred, or
  • Experience of ITIL Service processes (Incident, Major Incident, Change & Problem preferred)
  • Experience of making Service decisions based on customer impact
  • Experience of making measured Service decisions in the “heat of the moment”
  • Experience of managing the transition of solutions from development into production
  • Experience of managing an offshore & onshore mutli-cultural team
  • Familiar with project delivery lifecycle and experience of delivering projects using this lifecycle
  • Familiar with the deliverables within a Managed Service Operating Model
  • Familiar with testing cycles and documentation
  • Strong process management and control skills
  • Excellent communication and interpersonal skills
  • Strong customer service awareness focus
  • Makes customer-oriented decisions
  • Remains visible to customers, as the point of reference for Invenio, and to listen to risks and mitigate these as required
  • Works collaboratively with a range of people to support the wider business and customers service delivery agenda
  • Always remains focused on the most critical / impactful task to hand using all resources efficiently and effectively
  • Some experience of working in large organisations
  • Experience of managing governance/assurance activities
  • Matrix management and project performance reporting involving multi-sourced and multi-disciplined service providers

Behavioural Skills/Competencies desired for the role include:

  • Emotional Intelligence
  • Operational Communication
  • Inspiring Others
  • Accountability (self, team & client)
  • Managing Operational Uncertainty
  • Driving Execution
  • Building Service Delivery Talent
  • Customer Focus
  • Building Customer Trust
  • Strategic Planning
  • Learning Agility
  • The same sense of ownership and passion for the business as the client

Soft Skills Required

  • Good communication and inter personal skills
  • Candidates should be independent thinkers, thought leaders, good presentation and communication skills and great at solving problems


  • Graduate/ Post Graduate, or
  • 10+ years working in a Service Delivery management role
  • ITIL qualified (minimum ITIL foundation preferred)

Languages Required

English & Arabic

Experience Required

10+ Years

To apply, please send us an email direct to

Please attach your latest CV. Accepted formats: PDF, DOC or DOCX.

Contact Us