Overview
Service Delivery Manager- Kuwait Jobs in Kuwait City, Al Asimah, Kuwait at Diyar United Company
Title: Service Delivery Manager- Kuwait
Company: Diyar United Company
Location: Kuwait City, Al Asimah, Kuwait
Scope of Work:
Ensure the effective delivery of IT services in line with agreed SLAs and quality standards.
Monitor service performance and implement improvements as needed.
Manage the lifecycle of IT service incidents, problems, and changes and Major incidents
Build and maintain strong relationships with clients, acting as the primary point of contact for service-related issues.
Conduct regular service review meetings with clients to discuss performance, issues, and improvements.
Lead, mentor, and develop a team of IT service professionals.
Foster a culture of continuous improvement and professional development within the team.
Implement and manage ITIL-based processes for service delivery and support.
Ensure compliance with international standards such as ISO20000 and ISO27000.
Develop and maintain service delivery documentation and procedures.
Align IT service delivery with client organizational goals and objectives.
Contribute to the development and execution of IT service strategies.
Oversee the resolution of incidents and problems, ensuring minimal disruption to services.
Conduct root cause analysis and implement corrective actions to prevent recurrence.
Monitor and report on service performance metrics and KPIs.
Prepare and present service performance reports to senior management and clients.
Qualifications:
Bachelor’s degree in computer science, Information Technology, or a related field.
7 -10 Years Experience in IT service management and delivery, preferably in a managerial role.
Strong understanding of ITIL processes and frameworks.
Certification in ITIL, PMP, or related disciplines is highly desirable.
Experience with IT service management tools (BMC).
Excellent communication and interpersonal skills.
Strong analytical and problem-solving abilities.
Ability to work effectively in a fast-paced, dynamic environment.
Ability to lead and motivate a team towards achieving common goals.
Strong focus on delivering excellent customer service and building lasting client relationships.
Ability to analyze complex problems and implement effective solutions
Excellent verbal and written communication skills.
Strong project management skills with the ability to manage multiple priorities.
