Onboarding and Service Delivery Manager

Help AG is looking for an experienced and talented Onboarding and Service Delivery Manager who provides governance, direction & assurance to customers and Help AG with respect to transition, onboarding of customers and delivery of Managed Security Services (MSS) and the associated deliverables, ensuring delivery to the appropriate standard and quality. The manager will require professional communication, reporting and interaction with customers and internal Help AG stakeholders to document progress and escalate if needed.

Responsibilities:

• Have a full understanding of the scope of delivery for each customer as per the contract and proposal.
• Identify and clarify gaps between contractual scope and customer expectation and clarify these (via CR) to have the documentation and scope aligned at any time.
• Identify all contractual KPI and coordinate measurement of the same, internal and to the customer.
• Raise any potential gaps / issues to management before the customer raises it.
• Meetings with clients minimum monthly and on a quarterly basis with management; more often if agreed as part of the scope.
• Prepare all customer meetings with presentation and collecting required information internally.
• Maintain a list of issues / gaps and follow-up internally and provide summary to the customer in the meetings and on request.
• Service transition management (as required and assigned).
• Handle project and program management, including creation, tracking, and reporting of project/program activities.
• Conduct regular meetings with clients to ensure obligations are being met (‘what’ we deliver).
• Optimize and demonstrate the value of the transition process.
• Take and manage feedback for improvements to our transition process, onboarding and MSS.
• Manage issues and actions with respect to transition, per client.
• Service transition governance (as required and assigned).
• Conduct regular client-facing meetings (e.g., weekly, monthly).
• Create and report governance practices and onboarding metrics.
• Manage and track onboarding to milestones and agreed deliverables, including escalation.
• Identify problems affecting transition (including delays, roadblocks, risks, and issues).
• Report to customers and stakeholders as required.
• Quality assurance (as required and assigned).
• Ensure the transition of customers and services with the expected quality (‘how’ we have delivered).
• Identify, track, and manage issues affecting the quality-of-service transition.
• Communicate and coordination with internal and external stakeholders.
• Act as an escalation point for service transition across multiple projects and customers.
• Identify, validate and handover potential revenue opportunities to Sales/Pre-sales.
• Evolve, extend, and expand the service transition and the associated governance processes (by agreement with Head of MSS).
• Other tasks as assigned by senior manager, SD&G and/or the Head of MSS.

Qualifications & Skills:

• Degree in Computer Science, Information Systems, Computer Engineering, a related degree, or relevant industry experience; Expert skills in IT Service Delivery.
• Solid background in IT service management, with expertise in cybersecurity and understanding of management systems including ISMS, BCMS, QMS.
• ITIL Accreditation (or equivalent relevant experience).
• Expert skills in usage of Office 365, ITSM Systems.
• Demonstrable knowledge and understanding of information security technologies, concepts and standards.
• Excellent organizational skills, ability to influence and manage customer expectations.
• Excellent communication, presentation, and training skills.
• Being able to understand complex business processes and activities.
• Flexible work approach, based on the job requirements.
• Customer and team-focused attitude.
• Active listener.
• Strong interpersonal skills with the ability to collaborate well with others and reconcile differences among resources/departments.

Benefits

• Health insurance with one of the leading global providers for medical insurance.
• Career progression and growth through challenging projects and work.
• Employee engagement activities throughout the year.
• Tailored training & development program.

About Us:

Help AG is the cybersecurity arm of e& enterprise (formerly Etisalat Digital) and provides leading enterprise businesses and governments across the Middle East with strategic consultancy combined with tailored information security services and solutions that address their diverse requirements, enabling them to evolve securely with a competitive edge.

Present in the Middle East since 2004, Help AG was strategically acquired by e& (formerly Etisalat Group) in Feb 2020, hence creating a cybersecurity and digital transformation powerhouse in the region.

Help AG has firmly established itself as the region's trusted IT security advisor by remaining vendor-agnostic, trustworthy, independent, and cybersecurity focused. With best-of-breed technologies from industry-leading vendor partners, expertly qualified service delivery teams and a state-of-the-art consulting practice, Help AG delivers unmatched value to its customers by strengthening their cyber defenses and safeguarding their business.