Service Delivery Manager
Location: Addis Ababa
- Manage and oversee all operational and service activities that are delivered to the customer.
- Ensure the contracted services are delivered to the customer against the agreed contractual scope, budget, service levels and quality.
- Manage service and service level reporting to the customer.
- Ensure appropriate billing and assist in revenue collection of all services where required.
- Identify, analyse and quantify service delivery risks; develop mitigation and action plans.
- Effective management of risks, issues and opportunities to satisfactory outcomes.
- Manage the customer to ensure their own obligations are fulfilled.
- Manage CHAMP 3rd party suppliers, pertinent to the engagements to secure the service delivery targets.
- Ensure customer satisfaction throughout the customer user base.
- Support CHAMP Commercial organisation in all its commercial objectives.
- Identify customer business needs and business outcomes so that CHAMP canmake it happen.
- Provide the CHAMP Product Management organization the consolidated feedback from the customer to ensure that the product evolution meets the customer’s needs.
- Prepare Additional Work Requests (AWRs) with the customer, in line with contracted procedures where the customer seeks additional CHAMP services (training, new solutions enhancements, etc.)
- Manage progress of the AWR delivery activities and the deliverables to ensure that they are completed on time, to budget and to the required quality levels.
- Build and manage service improvement plans with the customer to improve quality of service and customer perception.
- Travel required: ability to travel to client site on a regular basis as needed (COVID-19 restrictions apply).
Knowledge, competencies & skills
You will have:
- 5+ years of directly managing SaaS or Managed IT services.
- Proven experience in managing service operations with combined onshore/nearshore/offshore model.
- Formal service management training and certification (ITIL V3 or V4 Foundation as minimum)
- Excellent written and oral communication skills in: English (essential); Spanish (desirable); French (desirable)
- A working knowledge of the Service Now ITSM Platform & Atlassian JIRA
You will exhibit:
- An ability to interact collaboratively with management, colleagues and other stakeholders to achieve the organisation’s goals and targets.
- Customer orientation with a strong focus on empathy and customer satisfaction.
- An ability to successfully negotiate to achieve mutually beneficial outcomes.
- Good multi-cultural awareness.
Your background will show:
- Experience in successful software or IT service delivery to high levels of service underpinned by a recognised service delivery methodology.
- Experience in operating internationally and delivering to global players in their respective industries.
- Awareness and good understanding of different software development methodologies.
Get in touch
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