مدير أول لتسليم الخدمات للعملاء

Job Summary

The Senior Client Delivery Manager leads the successful delivery and management of IT solutions and services to key enterprise clients. This role ensures optimal client satisfaction, manages delivery teams, oversees project execution against SLAs, and drives continuous improvement in service quality. The Senior Client Delivery Manager acts as the primary point of escalation for critical client issues and is responsible for strategic account management, revenue growth, and long-term client relationship building within the Power International Holding ecosystem.

Job Responsibilities 1

Client Delivery & Service Management

• Lead end-to-end delivery of IT solutions and services to enterprise clients with budget accountability up to [specify range]

• Ensure compliance with Service Level Agreements (SLAs), KPIs, and contractual obligations; manage performance reporting and client scorecards

• Serve as primary escalation point for critical client issues, resolving disputes and ensuring rapid restoration of service

• Manage service transition activities including onboarding, knowledge transfer, and system integration with minimal disruption

Team Leadership & Capability Building

• Manage and mentor delivery teams (technical and non-technical), ensuring alignment with client requirements and organizational objectives

• Drive continuous skill development, training, and capability improvement within the delivery organization

• Conduct performance reviews, manage resource allocation, and build high-performing delivery teams

Account & Revenue Management

• Build strategic relationships with executive-level client stakeholders; conduct regular business reviews and satisfaction assessments

• Identify and drive revenue growth opportunities through upselling, cross-selling, and service expansion within existing accounts

• Develop and maintain account plans that address client business priorities and align delivery roadmaps with strategic objectives

Operations & Quality Assurance

• Oversee delivery processes, methodologies, and controls to ensure consistency, quality, and compliance across all client engagements

• Monitor project timelines, budgets, and resource utilization; prepare and present status reports to clients and internal stakeholders

• Champion continuous improvement initiatives, process optimization, and best practice adoption within delivery teams

Governance & Risk Management

• Maintain governance structures, risk registers, and change management protocols to minimize service disruptions

• Ensure compliance with security, audit, and regulatory requirements; participate in client audits and assessments

Job Knowledge & Skills

Client Relationship Management (CRM) & Business Acumen: Strong commercial mindset with demonstrated ability to balance delivery excellence with profitability; proficiency in CRM systems and account analytics; understanding of energy sector, infrastructure, or global enterprise IT landscapes.

Technical Foundation & Systems Thinking: Solid understanding of enterprise IT architecture, cloud services, infrastructure, application integration, and IT operations; ability to translate complex technical concepts for non-technical stakeholders.

Project & Program Management: Advanced proficiency in managing complex, multi-phase IT initiatives; expertise with project methodologies (Agile, Waterfall, hybrid); experience with resource planning and capacity management.

Leadership & Team Development: Exceptional people management capabilities; ability to inspire, coach, and develop high-performing teams; experience with organizational design, succession planning, and talent retention.

Communication & Stakeholder Management: Excellent verbal and written communication skills; ability to engage with C-suite executives and technical teams; strong presentation and negotiation abilities in high-stakes client situations.

Job Experience

Enterprise Client Management: 8+ years of progressive experience in IT service delivery, client account management, or related professional services, with 3+ years in a senior/leadership role managing enterprise-level accounts and delivery teams.

Delivery & Operations Leadership: Proven track record leading multi-functional teams, managing complex IT service delivery initiatives, and achieving SLA targets in fast-paced, matrix-driven environments.

Service Level Agreement (SLA) Management: Demonstrated expertise in defining, monitoring, and achieving SLAs; experience with IT operations frameworks such as ITIL, COBIT, or equivalent.

Strategic Account Management: Experience managing P&L for large accounts, identifying revenue growth opportunities, and maintaining C-level client relationships in the technology, energy, or infrastructure sectors.

Organizational Scope: Success managing teams of 10-50+ professionals across geographically distributed locations, with experience in matrix organizational structures.

Competencies

Agility

AI Fluency

Build High-Performing Teams

Build Process and Systems

Drive Cost Optimization

Leadership_321977503

Multiple Stakeholder Management L4

Program Management L4

Project Management L4

Provide Direction

Quality_321977507

Resilience

Service Delivery Optimization L4

Solution Delivery Management L4

Speed of Execution

Education

Bachelor's Degree in Computer Science or any related field

Master's degree in Business Administration or any related field