Service Delivery Manager

We are hiring a Service Delivery Manager for a leading banking client in the UAE. The role requires overseeing the delivery aspects of the squad, managing resources, handling delivery challenges, and ensuring smooth operations for offshore resources. The candidate will act as the primary point of contact for offshore teams and facilitate seamless service delivery.

Key Responsibilities:

1. Squad Delivery Management:
• Oversee the squad’s delivery performance, addressing resource challenges, delivery issues, and other obstacles affecting team efficiency.
2. SteerCo Participation:
• Represent the offshore squad in Steering Committee (SteerCo) meetings and provide regular updates on resource and squad performance.
3. Primary POC for Offshore Resources:
• Act as the main liaison between offshore resources and the bank, ensuring smooth coordination and resolution of issues.
4. Employee Onboarding & Offboarding Support:
• Facilitate onboarding and offboarding processes for offshore resources, ensuring compliance with bank policies.
5. Resource Tracking & Reporting:
• Monitor resource attendance, work status, and utilization.
• Generate reports to track performance and process efficiency.
6. Employee Query Resolution:
• Route all employee queries and concerns through the Service Delivery Manager for timely resolution.
7. Compliance with Bank Policies & Procedures:
• Ensure that all offshore resources are fully aware of banking policies, procedures, and processes and provide necessary guidance.
8. Performance Management:
• Monitor and manage the performance of offshore resources under the SDM’s supervision to ensure high productivity and adherence to SLAs.

Key Requirements:

• 5 to 7 years of experience in Service Delivery Management or IT Operations Management.
• Strong expertise in managing offshore teams and vendor resources within a banking environment.
• Experience working with ODC (Offshore Delivery Center) setups.
• Excellent stakeholder management and communication skills.
• Prior experience in resource planning, utilization tracking, and performance reporting.
• Knowledge of banking policies, procedures, and compliance standards.
• Strong problem-solving skills to handle delivery roadblocks and operational issues.