Service Delivery Manager in Dubayy [Dubai], United Arab Emirates

at Microsoft

Information Technology and Services
Information Technology
Minimum Qualification
Bachelor's Degree
Required Experience
1 - 3 years
Employment Type
Full Time
Male or Female

Job Description

The Service Delivery Manager (SDM) provides support delivery management of Premier issues and services designed to improve customer IT operational health in assigned account(s)
The SDM:
Knowledgeable on a wide range of Microsoft technology with industry recognized IT Operations certification
Maintains Support Delivery Plans that capture situation and analysis for IT Health improvement - also used by sales opportunities and renewal
Identifies opportunities for the delivery and follow-up of proactive support designed to reduce reactive support cases and costs.
Manages support delivery on reactive incidents provided by Microsoft CSS for customers receiving this service through Premier Service Centre.
Is expected to continuously advise on improvements / innovations
The value the Premier Service Centre SDM brings to the customer is the consistency of quality and predictability of the core Premier Support deliverables as defined by the Premier Central Services Catalogue to a relatively large customer base. The value the Premier Service Centre SDM brings to Microsoft is increased customer satisfaction, increased billable labor efficiency and awareness needed around product improvements.
The Premier Service Centre SDM supports the Customer SDM to deliver high value services as they are only long term, relationship based, customer facing support role.


Experience: 1 - 3 years of related experience
Education: Required Bachelor’s degree (B.S/B.A) 

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