# Service Delivery Manager (SDM)

**Company:** [SSC HR Solutions](http://jobs.workable.com/companies/1ULsr4Bem27P2yEREYZFym.md)
**Location:** Cairo, Egypt
**Workplace:** on site
**Employment type:** Full-time
**Department:** Information Technology

[Apply for this job](http://jobs.workable.com/view/05cf8830-8678-4a41-8fbf-ebf54bbc495a)

## Description

**Key Responsibilities:**

-   Oversee and manage the delivery of application support and new developments.

-   Ensure adherence to SLAs and governance protocols, maintaining high-quality service delivery
-   Act as the primary point of contact for stakeholders, facilitating effective communication and addressing escalations promptly.
-   Monitor and manage incident escalations, ensuring resolution within agreed timelines.
-   Coordinate Agile practices, including sprint planning, stand-ups, and retrospective meetings.
-   Collaborate with the Business Analyst and technical teams to prioritize tasks and allocate resources effectively.
-   Review performance metrics, prepare status reports, and provide updates to DHA stakeholders regularly.
-   Drive continuous improvement initiatives to enhance service efficiency and user satisfaction.
-   Manage team capacity, including cross-training plans, to ensure business continuity.
-   Identify and plan for any additional skill sets or resources required, ensuring alignment with the rate card and budget.

## Requirements

-   Bachelor’s Degree in Computer Science, Business Administration, or a related field.
-   5+ Years relevant experience
-   Strong knowledge of ITIL framework and service management practices.
-   Proven experience managing client relationships and understanding client needs.
-   Excellent interpersonal, communication, and leadership skills.
-   Ability to analyze performance metrics and implement changes for continuous improvement.
-   Proficient in using service management tools and reporting systems.