Service Delivery Manager

This is a remote position.

We are seeking aService Delivery Manager to join ourCore Retail team. This position is a good fit for a candidate whowants towork closely withretail clientsas trusted advisors.The Service Delivery Manager role is ahighly interactive, complex role where the consultant has a blend of strong analytical, communication, problem solving and business skills.

Successful candidates must have demonstrated expertise inservice delivery management.

Requirements

• A broad understanding of ITIL and its application in Retail IT environments is essential.
  
• 5+ years of experience in Oracle Retail Merchandising Operations systems
  
• 10+ years of Service Delivery Manager experience
  
• Ability to demonstrate the application of continuous improvement throughout the whole ITIL life-cycle, demonstrate a positive attitude, strategic awareness and good personal networking capabilities.
  
• Ability to meet challenging targets within tight deadlines.
  
• Have Customer and supplier negotiation skills.
  
• Have Organizational capabilities, such as time management and prioritization skills.
  
• Have Business Analysis skills such as requirements elicitation and analysis, business case development and involvement with the development and monitoring of service level agreements.
  
• Have Data quality management and trend analysis capabilities.
  
• Ability to Identify and present findings to drive service improvements and remedial activities.
  
• Strong leadership skills leading by example.
  
• Manage incidents , problems , changes based on the priorities defined by the customer.
  
• Oversee and guide all activities of the Service team.
  
• Coordinate SLA creations. (through Interaction with the business team).
  
• Ensure team follows best practices and maintain service level agreements.
  
• Monitors department issues and client complaints.
  
• Develop problem management and service improvement plans.
  
• Ensure customer/business, client, support, technical parties are represented in the definition and evolution of services.
  
• Maintain relationships with brands.
  
• Must work during Kuwait working hours
  
• Remote work but may need to travel adhoc to Kuwait or Dubai
  
• Permanent role or sub-contractor depending on the profile and notice period