# Service Delivery Manager (SDM)

> SSC HR Solutions · Cairo, Egypt · Full-time · Posted 2025-03-06

**Workplace:** on_site

**Department:** Information Technology

## 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.

## Apply

[Apply at SSC HR Solutions](https://apply.workable.com/ssc-hr/j/E6F40E647C/apply)

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