Admissions Officer - Riyadh, المملكة العربية السعودية - Dr. Bakhsh Hospital

وصف

The Client Delivery manager isaccountable for the design, implementation and maintenance of theService Delivery and Planning strategy, framework, and Operatingmodel. This role assesses the environment across functions toidentify and implement innovative improvements to support moreefficient and cost-effective Service Delivery.

The Client Delivery Manager is partof the OptiNet Executive Team and the key contact between OptiNetandClients.

Requirements

PerformanceObjectives(PO)

PO1: Design, define and implement Planning and Service DeliveryStrategy, Model andFramework

Oversee the strategic management of Service Delivery framework andmodel

Design and align ServiceDelivery strategy to overall OptiNetstrategy

Direct and resource theService Delivery operation to meet budget and other financialgoals, directing short-term and long-rangeplanning

Incorporate input fromclient strategies into OptiNet s products and servicesofferings

Communicate and cascade theService Delivery operational objectives within the OptiNetorganization

Establish performancegoals, allocate resources, and assess / update / improve theprocesses and policies of ServiceDelivery

Identify potential risks andmitigation strategies in ServiceDelivery

Establishes governanceprocesses of direction and control to ensure that objectives areachieved, risks are managed appropriately, and the resources areused responsibly in-ServiceDelivery

PO2: Operating Model Design and Optimization

Implement and maintain IT best practices within the ServiceDelivery environment

Identifyopportunities for improvements within ServiceDelivery

Design and implement theService Delivery framework and operationalenhancements

Create consistentoperating models across Service Delivery to facilitate rapidgrowth, capacity, and demand planning

Identify critical service and efficiency points to support andenhance Service Delivery capabilities

Establish, implement and optimize the operating model of ServiceDelivery

Design, implement andenforce operational management policies and procedures to ensurethey are aligned with business processes, tactical planning& strategic vision

Ensurecompliance with operating policies and procedures to support theoperations work flow and deals withnon-compliance

Measure effectivenessand efficiency of operational processes both internally andexternally and finds ways to improveprocesses

Monitor that ServiceDelivery activities comply with organizational requirements forquality management, legal stipulations, and general duty ofcare

Update, amend and devise changesto the operating model as the business grows anddevelops

Review, evaluate, and reviseautomated systems to support current business practices and servicedelivery.

PO3: Service Delivery and Planning Operational Oversight andManagement

Evaluate new technologiesand remain abreast of current markettrends

Evaluate new technologies andmanage their introduction to the business ensuring that propertechnical tools and IT services are available for the ServiceDelivery and Planning environment

Provide leadership direction, frameworks, and technology roadmapsto meet business strategic needs including the following ServiceDelivery and Planning Areas:

The Portfolio Management Officedriving project methodologies, related processes, andsuccessful delivery of projects. - Ensure the successfulimplementation of the PMO s strategy, responsibilities, servicesand deliverables in line with the overall OptiNetstrategy

ITIL ServiceManagement - Implementation andmaintenance of all ITIL related processes (Change Management,Incident Management, Problem Management, and Root CauseAnalysis).

Service DeliveryManagement - Set and enforceservice delivery standard to align to and meet customerexpectations

Global DesktopSupport - Conduct high levelplanning and analysis to set standards and requirements to supportthe Desktop Support environmentsmandate

Global ServiceDesk - Oversee the high-levelestablishment of a 24x7 and 365 Customer Service Centre (NetworkOperations Centre and Service Desk). Set targets, service standardsand metrics of measurement of success and manage deviations. Reviewservice issue points and review innovative approaches to supportservice

PO4: Financial and Budget Management

Responsible for budget compilation to prepare and present annualbudgets to executive team

Analyzemonthly financial performance, variances in conjunction with thehead of finance

Propose optimizationplans for growth and sustainability

Analyze and monitor the effect of budget or policy changes onbusiness unit productivity

Developand maintain a financial model to assist management in justifyinginvestmentinitiatives

PO5: Vendor management

Responsible for the contract management and Vendor engagement andnegotiation function to support business growth anddevelopment

Manages contracts andvendor relationships to ensure that they are completely leveragedfrom a businessperspective

PO6: Client Engagement and Business Development

Establish regular engagements withall Clients at multiple levels Executive, Service Delivery,Architecture Forum and ProjectGovernance.

Ensure OptiNet deliversservices according to Client expectations and meets contractualobligations by designing and enforcing service deliverystandards

Foster positiverelationships with OptiNet Clients as their primary point ofcontact and identification of Businessopportunities

Address customer issuesand escalations with speed and efficiency and ensure escalationapproaches are complied with across all aspects of the ServiceDelivery process

Review ServiceLevels and metrics monthly including value added services (serviceImprovements) and implement remedial action should levels not be inline withrequirements

PO7: Reporting and Metrics

Development and implementation of Service Delivery and Planningtracking and reporting systems to monitor progress of strategicplan implementation.

Establish andmonitor performance reporting systems and monitor Service Deliveryperformance against performance goals to ensure that progress isbeing made

Continuous monitoring ofperformance against agreed SLA s, identify and improve gaps

PO 8: People Management

Design deliverables andtargets through analysis of the business operational plans foremployees in technical Services

Resource the Service Delivery function with the right talent andskills across all levels

Providecoaching and feedback to employees on how to improve and sustaintheir performance and foster a culture of development andcontinuous learning

Assess capabilityin Service Delivery and maintain a drive of continuouscertification and technologyrelevance

Lead the area by managingtalent related processes

Lead thearea in such a manner as to foster innovation and technologicalexcellence.

Qualifications,Knowledge, andExperience

Relevant IT Degree/Diploma (Mandatory, 10 years experience in ITLeadership roles/positions)

ITILCertification (Mandatory, 5-10 years experience in managingprojects)

Project ManagementCertification (Mandatory, 5-10 years experience in IT ServiceDelivery Management)

Leadership/Management Certification (advantageous, 5 yearsexperience engaging at an executivelevel)

Competencies

BehaviouralCompetencies Essential

Developing Strategies

MakingDecisions

ArticulatingInformation

ProvidingInsights

EstablishingRapport

DirectingPeople

Interacting withPeople

Convincing People

TechnicalCompetencies

ResourceManagement

Effectively managemultiple, competing, high-priority projects with varyingdeadlines

BudgetManagement

Contract or vendormanagement

Commercialmanagement

Strategic planning andexecution

Reporting

Financialanalysis

ITIL Frameworkimplementation

Project ManagementPrinciples and Methodologies

Agilemethodologies, innovative process design andautomation

Desirable

EmbracingChange

EmpoweringIndividuals

UnderstandingPeople

ChallengingIdeas

ExploringPossibilities

DevelopingExpertise

InterpretingData

Adopting PracticalApproaches

SeizingOpportunities

ExaminingInformation

GeneratingIdeas

Upholding Standards

Benefits

Perks

Wevalue our employees at Dimension Data and have designed ourbusiness benefits to help promote employee satisfaction and overallwellbeing in the workplace. The wellbeing of our employees isimportant to us and thats why we offer a range of lifestyle andwellbeing benefits which includes flexibility in the workplace,wellness activities and initiatives, an Employee AssistanceProgramme and other great lifestyle benefits to keep you engagedand help you thrive at DimensionData.

Performance Objectives (PO) PO 1: Design, define and implementPlanning and Service Delivery Strategy, Model and Framework Overseethe strategic management of Service Delivery framework and modelDesign and align Service Delivery strategy to overall OptiNetstrategy Direct and resource the Service Delivery operation to meetbudget and other financial goals, directing short-term andlong-range planning Incorporate input from client strategies intoOptiNet s products and services offerings Communicate and cascadethe Service Delivery operational objectives within the OptiNetorganization Establish performance goals, allocate resources, andassess / update / improve the processes and policies of ServiceDelivery Identify potential risks and mitigation strategies inService Delivery Establishes governance processes of direction andcontrol to ensure that objectives are achieved, risks are managedappropriately, and the resources are used responsibly in-ServiceDelivery PO 2: Operating Model Design and Optimization Implementand maintain IT best practices within the Service Deliveryenvironment Identify opportunities for improvements within ServiceDelivery Design and implement the Service Delivery framework andoperational enhancements Create consistent operating models acrossService Delivery to facilitate rapid growth, capacity, and demandplanning Identify critical service and efficiency points to supportand enhance Service Delivery capabilities Establish, implement andoptimize the operating model of Service Delivery Design, implementand enforce operational management policies and procedures toensure they are aligned with business processes, tactical planning& strategic vision Ensure compliance with operating policiesand procedures to support the operations work flow and deals withnon-compliance Measure effectiveness and efficiency of operationalprocesses both internally and externally and finds ways to improveprocesses Monitor that Service Delivery activities comply withorganizational requirements for quality management, legalstipulations, and general duty of care Update, amend and devisechanges to the operating model as the business grows and developsReview, evaluate, and revise automated systems to support currentbusiness practices and service delivery. PO 3: Service Delivery andPlanning Operational Oversight and Management Evaluate newtechnologies and remain abreast of current market trends Evaluatenew technologies and manage their introduction to the businessensuring that proper technical tools and IT services are availablefor the Service Delivery and Planning environment Provideleadership direction, frameworks, and technology roadmaps to meetbusiness strategic needs including the following Service Deliveryand Planning Areas: The Portfolio Management Office driving projectmethodologies, related processes, and successful delivery ofprojects. - Ensure the successful implementation of the PMO sstrategy, responsibilities, services and deliverables in line withthe overall OptiNet strategy ITIL Service Management -Implementation and maintenance of all ITIL related processes(Change Management, Incident Management, Problem Management, andRoot Cause Analysis). Service Delivery Management - Set and enforceservice delivery standard to align to and meet customerexpectations Global Desktop Support - Conduct high level planningand analysis to set standards and requirements to support theDesktop Support environments mandate Global Service Desk - Overseethe high-level establishment of a 24x7 and 365 Customer ServiceCentre (Network Operations Centre and Service Desk). Set targets,service standards and metrics of measurement of success and managedeviations. Review service issue points and review innovativeapproaches to support service PO 4: Financial and Budget ManagementResponsible for budget compilation to prepare and present annualbudgets to executive team Analyze monthly financial performance,variances in conjunction with the head of finance Proposeoptimization plans for growth and sustainability Analyze andmonitor the effect of budget or policy changes on business unitproductivity Develop and maintain a financial model to assistmanagement in justifying investment initiatives PO 5: Vendormanagement Responsible for the contract management and Vendorengagement and negotiation function to support business growth anddevelopment Manages contracts and vendor relationships to ensurethat they are completely leveraged from a business perspective PO6: Client Engagement and Business Development Establish regularengagements with all Clients at multiple levels Executive, ServiceDelivery, Architecture Forum and Project Governance. Ensure OptiNetdelivers services according to Client expectations and meetscontractual obligations by designing and enforcing service deliverystandards Foster positive relationships with OptiNet Clients astheir primary point of contact and identification of Businessopportunities Address customer issues and escalations with speedand efficiency and ensure escalation approaches are complied withacross all aspects of the Service Delivery process Review ServiceLevels and metrics monthly including value added services (serviceImprovements) and implement remedial action should levels not be inline with requirements PO 7: Reporting and Metrics Development andimplementation of Service Delivery and Planning tracking andreporting systems to monitor progress of strategic planimplementation. Establish and monitor performance reporting systemsand monitor Service Delivery performance against performance goalsto ensure that progress is being made Continuous monitoring ofperformance against agreed SLA s, identify and improve gaps PO 8:People Management Design deliverables and targets through analysisof the business operational plans for employees in technicalServices Resource the Service Delivery function with the righttalent and skills across all levels Provide coaching and feedbackto employees on how to improve and sustain their performance andfoster a culture of development and continuous learning Assesscapability in Service Delivery and maintain a drive of continuouscertification and technology relevance Lead the area by managingtalent related processes Lead the area in such a manner as tofoster innovation and technological excellence. Qualifications,Knowledge, and Experience Relevant IT Degree/Diploma (Mandatory, 10years experience in IT Leadership roles/positions) ITILCertification (Mandatory, 5-10 years experience in managingprojects) Project Management Certification (Mandatory, 5-10 yearsexperience in IT Service Delivery Management) Leadership/ManagementCertification (advantageous, 5 years experience engaging at anexecutive level) Competencies Behavioural Competencies EssentialDeveloping Strategies Making Decisions Articulating InformationProviding Insights Establishing Rapport Directing PeopleInteracting with People Convincing People Technical CompetenciesResource Management Effectively manage multiple, competing,high-priority projects with varying deadlines Budget ManagementContract or vendor management Commercial management Strategicplanning and execution Reporting Financial analysis ITIL Frameworkimplementation Project Management Principles and MethodologiesAgile methodologies, innovative process design and automationDesirable Embracing Change Empowering Individuals UnderstandingPeople Challenging Ideas Exploring Possibilities DevelopingExpertise Interpreting Data Adopting Practical Approaches SeizingOpportunities Examining Information Generating Ideas UpholdingStandards