service delivery manager

The Emirates Group

<div><h5 class="jobSectionHeader"><b>Job Purpose<br>
</b></h5> <div><p>dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering &amp; retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world&rsquo;s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we&rsquo;d love to have you onboard.<br>
</p></div><p>As a <b>Service Delivery Manager, Load Control - dnata </b>, you will provide the required support and expertise to the staff on shift ensuring service delivery by dealing with any conflicts and issues raised by customers.
</p><p>You will activate exception management plan or business continuity and develop staff performance on shift to ensure safe on-time performance amidst a service focused environment and in compliance with regulatory, legal and safety requirements and standard operating procedures. This role is based full-time in our Dubai office and will be on shift basis.
</p><p><b>In this role, you will:
</b></p><div><ul><li>Plan the shift and ensure constant collaboration with key stakeholders as required.
</li><li>Plan and ensure implementation of relevant contingency and service recovery plans in case of any operational disruptions to ensure high level of safety performance.
</li><li>Ensure sufficient staff and support facilities are available for shift in cooperation with central allocations based on the agreed service standards.
</li><li>Supervise the day-to-day operations of the department to ensure that work processes are implemented.
</li><li>Ensure that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follow up on corrective actions.
</li><li>Ensure Safety and compliance to quality standards at work including compliance to all relevant safety policies, procedures and controls across the department to guarantee employee safety, legislative compliance and a responsible environmental attitude and the implementation of BAPP.
</li><li>Provide expertise in their specialised area and act as the focal point of contact for key stakeholders, building and maintaining effective relationships with operational stakeholders.
</li><li>Collaborate and support internal stakeholders through effective customer relationship management and issue resolution.
</li><li>Ensure that customer&rsquo;s requirements are met and in compliance with regulatory, safety and legal requirements.
</li><li>Conduct spot audit on conformance with Standard Operating Procedures (SOPs), Customer Services and KPIs to ensure continuous improvement of processes.
</li><li>Lead and support the team members to resolve issues and overcome operational challenges alongwith conducting shift briefings and reporting of incidents.
</li><li>Develop a complete on-shift summary highlighting key milestone, areas of development and support with recommendations.
</li></ul></div><h5 class="jobSectionHeader"><b>Qualification<br>
</b></h5><div></div><br>
<p><b>To be considered for the role, you must meet the below requirements:
</b></p><div><ul><li>Bachelor&rsquo;s degree or Diploma in Business Administration, Aviation, Ground Handling or Customer Service.
</li><li>Minimum 6-10 years of experience in Aviation, Ground Handling or Customer Service.
</li><li>Advanced understanding of airlines customer service product (specific airport related requirements) and industry regulations for the assigned work area.
</li><li>Advanced understanding of the aviation terminology.
</li><li>Advanced Customer Management Skills.
</li><li>Proficiency in planning, organizing and quality orientation skills
</li><li>Advanced written and verbal communication Skills
</li><li>Advanced Safety Awareness Skills
</li><li>Proficient leadership skills with sound knowledge of budget and cost control.
</li>Proficient IT and Computer Literacy Skills<br>
<li>
</li></ul></div><p></p><br>
<p><b>You&rsquo;ll have an edge if you have:
</b></p><ul><li>Experience and knowledge in load control.
</li><li>Advanced knowledge of weight and balance requirements for aircrafts handled by dnata.
</li></ul><p>At dnata part of Emirates Group were committed to providing our employees with opportunities to grow and develop in their careers. So if you are looking for a challenging and rewarding opportunity apply today and join our team.
</p><h5 class="jobSectionHeader"><b>Salary &amp; benefits
</b></h5><p>Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That&rsquo;s on top of transport benefits, life insurance and more. Find out what it&rsquo;s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers</p></div>

Service Delivery Manager

Western Union

<div><p><b>Service Delivery Manager</b><b> (Western Union, LLC, Denver, CO)</b></p><p></p><p>
Establish production runs, ensuring appropriate job control language, run documentation, and data files are available. Create job set-ups and provide software configuration management for host and off host platforms in the realm of change deployment, change execution, job scheduling, release management, and release implementation. Perform problem identification, escalation and resolution. Design, code, benchmark test, and debug and document programs. Perform impact analysis to output data processing based on user and client requirements. Analyze documentation supporting changes in a complex production environment. Communicate status of operations to allow for immediate response to service disruptions. Facilitate preventive maintenance initiatives and Identify opportunities for resource optimization. Conduct and drive Yearly DR drill for all the risk and compliance applications. Maintain compliance applications availability which are important in money transfer flow to assess risk and compliance of various countries and to stop any fraudulent and money laundry transactions based on customer information. Validate all the application related production changes considering the functionality, urgency, prerequisite (lower environment signoff/transition) and impact provide approval to push the same in production environment, dealing with 300+ changes on monthly basis which include monthly release, manual stuck payment processing, and certificate update. Ensure Production Incidents are managed and resolved within Service Level Agreements (SLA), closely watch monthly SLA by considering all required facts and closely work on reoccurring incidents and work towards permanent fixes dealing with 3000+ incidents/month so there is better categorization and making sure those will be closed. Contribute to the continuous readiness initiative by assessing the component/application-wise current load and working towards stability whether its technology, Infra or process to be ready for upcoming volume without any disruptions. Assist cross-functional team for any areas of concern and develop strong communication within team/organization to achieve our individual/group/organizational goals. Review, approve application requests, and validate with leads they are equally skilled. Review CDP (Competency Development Plan) for AMS Teams and suggest and provide feedback on their score and level of expertise in company system. Collaborate with employees/vendors resources by coaching, setting the bar high, communicating job expectations, and appraising performance periodically. Establish, recommend, and implement policies to ensure quality, timely and efficient design of customer service application. Up to 25% domestic and international travel to company Technology Engineering Center (TEC) in Pune/Hyderabad, India and also to vendor offices both in US and India. Telecommuting may be permitted up to 2 days per week. When not telecommuting, must report to Western Union, LLC at 7001 E Belleview Ave., Denver, CO 80237. Salary: $164,112 - $183,300 per year.</p><p></p><p>
MINIMUM REQUIREMENTS: Bachelor&rsquo;s degree or U.S. equivalent in Electronic Engineering, Computer Science, Information Technology, or a related field, plus 5 years of professional experience as an Information Analyst, Systems Administrator, or any occupation, job title, position performing system administration and software development from design to deployment and maintenance.</p><p></p><p>
Must also have experience in the following: 5 years of professional experience utilizing SQL databases, MySQL, PostgresSQL, HTML, REST APIs, and IDEs; 5 years of professional experience working in Kanban environments; 5 years of professional experience utilizing Java for coding, debugging, and testing; 3 years of professional experience utilizing software configuration management tools including Ansible; 3 years of professional experience utilizing Git and platforms (including GitHub or GitLab) and utilizing arrays, lists, stacks, queues, trees, sorting, and searching algorithms; 2 years of professional experience defining IT policies; 2 years of professional experience assessing changes and the effects on data processing and system functionality and performing root cause analysis and trend analysis for incident management and permanent fixes; 2 years of professional experience utilizing job control language and mainframe systems for establishing production runs (utilizing Python, JavaScript, Java, or C#); 2 years of professional experience working with Software Development Fundamentals including classes, objects, inheritance, and encapsulation utilizing Object-Oriented Programming (OOP); 1 year of professional experience working with product managers, designers, and quality assurance teams; and 1 year of professional experience tackling complex bugs and performance issues.</p><p></p><p>
CONTACT: Apply online at https://careers.westernunion.com</p><p></p><p>
Referral Bonus - $500 (Subject to Employee Referral Policy). Eligible to internal employees only.</p><p></p><p><b>
We make financial services accessible to humans everywhere. Join us for what&rsquo;s next.</b></p><p></p><p>
Western Union is positioned to become the world&rsquo;s most accessible financial services company &mdash; transforming lives and communities. We&rsquo;re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.</p><p></p><p>
Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You&rsquo;ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you&rsquo;re ready to help drive the future of financial services, it&rsquo;s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.</p><p></p><p><b>
Salary</b></p><p>
The on-target earnings range is $164,112 - $183,300 per year, which includes a base salary and short-term and long-term incentives that align with individual and company performance. Actual salaries will vary based on candidates&rsquo; qualifications, skills, and competencies.</p><p></p><p><b>
Benefits</b></p><p>
You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few (https://careers.westernunion.com/global-benefits/).</p><p></p><p>
Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.
</p><p></p><p>Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.</p><p></p><p>
For residents of Colorado, California, Connecticut, Delaware, Minnesota, and Pennsylvania: Please do not respond to any questions on this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.</p><p></p><p>
We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex</p><p>
(including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.</p><p></p><p>
Estimated Job Posting End Date:</p>
05-12-2026<p>
This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.</p></div>

Capgemini

<div><div><div><p>Cairo</p><div>
SAP Service Delivery Manager</div><p>
</p></div></div><p></p><div><div><div><div><div><div><div><div><div>Long Description</div></div><div><p>
About Capgemini</p><p>
</p><p>Capgemini is a global leader in consulting, technology services, and digital transformation. We partner with world-leading organizations to deliver business value through innovation, data, cloud, and enterprise applications. As part of our SAP practice, you&rsquo;ll drive client success across complex landscapes using industry best practices and Capgemini delivery frameworks.</p><p>
</p><p>Role Summary</p><p>
</p><p>The SAP Service Delivery Manager is accountable for end-to-end delivery of SAP Managed Services/AMS across one or more enterprise accounts. You will own service performance, customer satisfaction, financials (P&amp;L), governance, and continuous improvement across multi-tower SAP landscapes (e.g., S/4HANA, ECC, BW/4HANA, PI/PO, BTP, Solution Manager/ALM). You will orchestrate global delivery teams, ensure SLA/OLA adherence, manage stakeholders up to C‑level, and drive automation and transformation roadmaps.</p><p>
</p><p>Key Responsibilities</p><p>
Service Ownership &amp; Governance</p><p>
Act as the single point of accountability for SAP Managed Services delivery across application, integration, basis/technical, and functional streams.</p><p>
Establish and run governance (weekly ops, monthly service reviews, quarterly exec reviews) with clear reporting on SLAs, KPIs, incidents, changes, and CSI initiatives.</p><p>
Operational Excellence</p><p>
Ensure incident, problem, change, release, and request processes follow ITIL and Capgemini standards.</p><p>
Maintain platform stability, capacity/availability, patching, and security compliance in partnership with Basis/Cloud teams.</p><p>
Oversee major incident and RCA processes; ensure preventive and corrective actions are implemented.</p><p>
Financial &amp; Contract Management</p><p>
Manage account financials (budgeting, forecasting, invoicing, margin optimization, demand/scope control).</p><p>
Track consumption vs. contracted services; lead SoW changes, CRs, and renewals.</p><p>
Stakeholder &amp; Client Management</p><p>
Build trusted relationships with client IT/business leadership; translate business priorities into service/roadmap outcomes.</p><p>
Escalation management and expectation setting; ensure proactive communication and transparency.</p><p>
People &amp; Vendor Leadership</p><p>
Lead multi-location teams (onshore/offshore/nearshore), including partner/vendor management and capacity planning.</p><p>
Drive performance management, skills uplift, knowledge management, and succession planning.</p><p>
Transformation &amp; Continuous Improvement</p><p>
Lead automation (e.g., bots, AIOps, monitoring), shift-left, and service simplification initiatives.</p><p>
Shape roadmaps (e.g., ECC to S/4HANA, SAP ALM adoption, SAP BTP extensions, hyperscaler modernization).</p><p>
Compliance &amp; Risk</p><p>
Ensure adherence to security, audit, and regulatory requirements; own risk register and mitigation plans.</p><p>
Align to Capgemini quality frameworks, delivery methods, and sustainability commitments.</p><p>
Required Qualifications</p><p>
12+ years in enterprise application services with 8+ years in SAP and 5+ years in service delivery/engagement management roles.</p><p>
Proven track record managing SAP AMS/Managed Services for large/global clients with measurable SLA/KPI improvements.</p><p>
Strong command of ITIL processes and service governance; experience with major incident/Problem Management.</p><p>
Experience with S/4HANA and/or complex ECC landscapes, and adjacent components (e.g., BW/4HANA, PI/PO, SAP BTP, SAP Solution Manager or SAP Cloud ALM).</p><p>
Demonstrated financial management (P&amp;L, budgets, invoicing, margin optimization) and contract/SOW governance.</p><p>
Excellent stakeholder management and executive communication skills; ability to influence and negotiate.</p><p>
Leadership of global delivery teams and vendor/partner ecosystems.</p></div></div></div></div></div><div><div><div>
<div><div>Ref. code</div><div>
430150-en_US</div></div><div><div>
Posted on</div><div>
04 Mar 2026</div></div><div><div>
Experience level</div><div>
Experienced Professionals</div></div><div><div>
Contract type</div><div>
Permanent</div></div><div><div>
Location</div><div>
Cairo</div></div><div><div>
Business unit</div><div>
Other Delivery units</div></div><div><div>
Brand</div><div>
Capgemini</div></div><div><div>
Professional communities</div><div>
Delivery Excellence</div></div></div></div></div></div></div></div></div><p></p>

SAP Service Delivery Manager

Arctic Information Technology, Inc.

<div>Overview:<div></div><div><b><br>
JOB SUMMARY:</b> The National Service Delivery Manager is responsible for managing ArcticCare service agreements and application projects for post-implementation Clients. As the primary ArcticCare contact&mdash;both internally and externally&mdash;this person ensures the successful delivery of services across the full lifecycle of each agreement.</div><p>
This role owns the Client Executive Sponsor(s) relationship, managing expectations, overseeing contractual obligations, and driving strategic planning in line with the ArcticCare agreement. Regular communication with Executive Sponsor(s) is maintained through phone, email, virtual meetings, and on-site visits.</p><p>
The National Service Delivery Manager role resolves Client satisfaction escalations independently and facilitates technical escalation when required, with a continuous focus on long-term Client relationships and high satisfaction.</p><p>
Strong project management and Client relationship skills are essential. In addition, this role contributes to, utilizes, and promotes ArcticCare Services best practices, and supports the ArcticCare team with various strategic activities.</p>
Responsibilities:
<div><b>
ESSENTIAL FUNCTIONS:</b></div><ul><li>
Manages a portfolio of ArcticCare service agreements for Microsoft 365, Clients that range from small to large in scale.</li><li>
Manages a portfolio of Lifecycle Services for ArcticCare agreement Clients.</li><li>
Provide oversight and guidance to direct reports delivering services to post-implementation Clients.</li><li>
Owns the ArcticCare agreement experience after transitioned from implementation to an ArcticCare agreement Client.</li><li>
Participates in onboarding of new ArcticCare services Clients, coordinates schedules, expectations, timing, resourcing, milestones, etc. working with the ArcticCare agreement Executive Sponsor(s) and the Arctic IT internal team.</li><li>
Builds relationships and develops trust with the ArcticCare agreement Executive Sponsor(s) and key ArcticCare agreement stakeholders.</li><li>
Serve as the primary ArcticCare agreement contact maintaining commitments and communicating on a regular basis (internally and externally), this includes maintaining contact with the ArcticCare agreement Executive Sponsor(s) through phone calls, site visits, and Client Business Reviews (CBR).</li><li>
Supports the procuring of multi-year services contract renewals.</li><li>
Identifies upsell opportunities and escalates the opportunities.</li><li>
Identifies and escalates as needed Client satisfaction issues.</li><li>
Participates in Account Management satisfaction surveys and follow-ups with Clients as mutually agreed upon.</li><li>
Proactively reviews tickets to identify trends and areas of business need.</li><li>
Review and provide feedback on SOWs.</li><li>
Maintains awareness on all Client activities (support, projects, opportunities).</li><li>
Ensure both Arctic IT and Clients adhere to contract terms and Client&rsquo;s expectations are met.</li><li>
Works with Arctic Care Manager and Pre-Sales Solution Architects to prepare Client technology roadmaps and review with Clients.</li><li>
Track all Client interactions in defined Systems of Record (including ConnectWise and Microsoft).</li><li>
Learns, utilizes, and promotes the Arctic IT&rsquo;s ArcticCare support methodology and work with management to improve best practices.</li><li>
Proactively identifies ways for Client to enhance the value of their business application solutions.</li><li>
Provides support for the team by building and motivating team members to meet goals, adhering to their responsibilities and milestones, and delivering excellent Client service.</li><li>
Evaluates the financial progress on support contracts regularly.</li><li>
Meets frequently with internal and Client team members to ensure all support related activities are on track, identify obstacles, and navigate through them.</li><li>
Develops documentation, such as, presentations, meeting agendas, status reports, release management plans.</li><li>
Leads or participates in various types of Client meetings.</li><li>
Participates in billing reviews and AR collection support as needed.</li><li>
Other duties as assigned.</li></ul>
Qualifications:
<p><b>
QUALIFICATIONS:</b></p><ul><li>
Bachelor&rsquo;s degree in Business, Computer Science, or related field or substitute equivalent work experience.</li><li>
Minimum of 7 years in applied experience with complex project management preferably in Managed Services/support contracts.</li><li>
Proven capability to build and maintain relationships by engaging business leaders to establish credibility and confidence.</li><li>
Strong working knowledge of Microsoft Office Suite.</li><li>
Experience with Microsoft 365 solutions required.</li><li>
PMP certification is a plus.</li><li>
Applicants subject to background checks, drug testing and government security investigations and must meet eligibility requirements related to the clearance process.</li><li>
Valid driver&rsquo;s license, insurance, and reliable personal vehicle.</li></ul><div></div><div><b><br>
WORKING ENVIRONMENT: </b>The majority of work for this role is performed in a home office and interacts with a wide variety of people with differing functions, personalities, and abilities. Telecommuters are expected to have sufficient home office space that appears neat, organized, and professional when on video meetings. Travel is required and varies around 25%.</div><div></div><div><b><br>
REASONABLE ACCOMMODATION: </b>It is Arctic Information Technology, Inc.&rsquo;s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.</div><div></div><div><b><br>
PREFERENCE STATEMENT:</b> Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.</div><div></div><div><b><br>
PAY TRANSPARENCY STATEMENT:</b> Arctic Information Technology will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor&rsquo;s legal duty to furnish information.</div><div></div><div><br>
We are an equal opportunity employer and comply with all non-discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act.</div><div></div><div><br>
We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law, and the poster is available https://www.eeoc.gov/poster. For questions on the job posting contact (781) 312-8005.</div><div></div><div><br>
If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at hr@doyontechgroup.com.</div><div></div><div><br>
#LI-Remote</div></div>

National Service Delivery Manager

Biogen

<div><p><b>About This Role:
</b><br>
As Biogen&rsquo;s Access Management Service Delivery Manager (SDM) you are the Access Management subject matter expert and services leader for all Access Management activities at Biogen. This role is accountable for delivering value to global stakeholders &ndash; which includes access services to every application in Biogen. A peer to this role is the Service Delivery Manager of Identity. This role is a direct report of the Global Leader of Identity and Access Management and is a member of the extended leadership team within the Cybersecurity organization.
</p><p>As Access Management SDM, you are responsible for establishing access management policies and standards and keeping them current. You are responsible for the planning and execution of initiatives that improve access management capabilities &ndash; both central platforms or efforts supporting independent stakeholder applications. This role is responsible for the entire service delivery process, from planning and implementing service strategies to monitoring and reporting on service performance. Long-term, the largest lever to improve service delivery is through automation into target applications. While &gt;95% of access transactions originate through our Biogen Access Management (BAM) platform, less than 25% are fulfilled through automation. In other words, 75% of requests require manual fulfillment by independent application teams. In the near-term, this role will work with their peer in Identity to automate the onboarding, lifecycle and deprovisioning of all types of privileged accounts. This is done manually today via BAM requests and for security&rsquo;s sake, deserves to be automated. A long-term objective for this role is to work with the application owners across Biogen to adopt access automation. This role manages the performance of an integrated team, ensuring that service delivery meets or exceeds stakeholder expectations. You will serve as the business process owner for access management policy, standards and processes which includes:<br>
<br>
</p><p><b>Authorization (Permissions): </b>Determining what an authenticated user is allowed to do. Common models include:
</p><ul><li><p><b>RBAC (Role-Based): </b>Access granted based on job functions (e.g., &quot;HR Manager&quot;).
</p></li><li><p><b>ABAC (Attribute-Based): </b>Access based on dynamic factors like location, time of day, or device security posture.
</p></li></ul><p><b>Administration (Lifecycle Management): </b>Managing the full lifespan of a digital identity, from <b>provisioning </b>(creation) and <b>maintenance </b>(role changes) to <b>deprovisioning </b>(deletion when a user leaves). <b>Auditing &amp; Reporting (Accountability): </b>Tracking and recording user activities to maintain a clear audit trail.<br>
</p><p><br>
<b>What You&rsquo;ll Do:<br>
</b><br>
</p><p><b>Continuous measurement and planning
</b></p><ul><li><p>Establish stakeholder credibility with thoughtful planning.
</p></li><li><p>Identify what processes and/or manual transactions to improve and execute &ndash; largely through standards and automation.
</p></li><li><p>Proven via metrics and working with stakeholders, prioritize opportunities with existing processes, service lines and technologies, build project plans, enhancements and ad hoc operational plans that are realistic and exceed the expectations of stakeholders.
</p></li><li><p>Plans account for business/customer needs, user experience, and sets up the performing units/teams for success by sizing the complexity and effort accurately.
</p></li></ul><p><b>Execution
</b></p><ul><li><p>Own and drive forward projects, enhancements, and be the responsible owner for addressing ad-hoc operational &ldquo;issues&rdquo; - responsible and accountable for managing
</p><ul><li><p>Establishing realistic timelines
</p></li><li><p>Deliverables
</p></li><li><p>Resource Management
</p></li><li><p>Change Management
</p></li><li><p>Stakeholder Management<br>
<br>
</p></li></ul></li></ul><p><b>Stakeholder, Risk Management and Problem Solving
</b></p><ul><li><p>Working cross-functionally as the access management SME to support needs of stakeholder projects, enhancement and operational matters that arise across our global IAM ecosystem. Anticipate and work through risks and ad hoc issues that always arise with complex infrastructures
</p></li><li><p>This includes command and control of major incidents that arise impacting core service lines<br>
<br>
</p></li></ul><p><b>Policy and standards setting &ndash; Enforcing compliance
</b></p><ul><li><p>Establish policies, procedures, and standards &ndash; keep them current through periodic review and change management. Establish appropriate KPIs and measure compliance. Support regulatory requirements (ie. SOX, GxP) and direct/indirect audits.<br>
<br>
</p></li></ul><p><b>Who You Are:
</b><br>
You are a seasoned leader with a passion for managing complex cybersecurity initiatives. Your strategic mindset enables you to navigate ambiguity and devise innovative solutions. You thrive in dynamic environments, leveraging your strong interpersonal skills to engage with diverse stakeholders and drive impactful change. Your commitment to excellence and continuous improvement is evident in your ability to streamline processes and enhance service delivery. You are adept at fostering talent development, ensuring your team&rsquo;s success and alignment with organizational goals.<br>
<br>
</p><p><b>Required Skills:
</b></p><ul><li><p>At least 7 years of focused Access Management experience, including:
</p><ul><li><p>Authorization (Permissions)
</p></li><li><p>Administration (Lifecycle Management)
</p></li><li><p>Auditing &amp; Reporting (Accountability)
</p></li></ul></li><li><p>10+ years of cybersecurity experience across domains is preferred
</p></li><li><p>Proven success in managing complex programs and projects, including:
</p><ul><li><p>Demand Management
</p></li><li><p>Project Management
</p></li><li><p>Requirements Definition and Management
</p></li><li><p>Software Design
</p></li><li><p>Configuration Management
</p></li><li><p>Integration and System Testing
</p></li></ul></li><li><p>Strong track record of achieving customer success with business stakeholders beyond IT and Cyber domains
</p></li><li><p>A track record of customer success with business stakeholders outside of the IT and Cyber organizations. The ability to implement lasting solutions and services to multiple stakeholder
</p></li><li><p>Demonstrated success in talent development and management.
</p></li><li><p>Bachelor&rsquo;s Degree in a related field<br>
<br>
</p></li></ul><p><b>Preferred Skills:
</b></p><ul><li><p>Experience with automation and process improvement in an IAM context, especially access management.
</p></li><li><p>Familiarity with regulatory compliance standards such as SOX and GxP including:
</p><ul><li><p>Risk Management
</p></li><li><p>Quality Management<br>
</p></li></ul></li></ul><p></p><br>
Job Level: Management<br>
<p><br>
<b>Additional Information
</b></p><p></p>The base compensation range for this role is: $160,000.00-$220,000.00<br>
<div><p><br>
Base salary offered is determined through an analytical approach utilizing a combination of factors including, but not limited to, relevant skills &amp; experience, job location, and internal equity.
</p><p></p><p>Regular employees are eligible to receive both short term and long-term incentives, including cash bonus and equity incentive opportunities, designed to reward recent achievements and recognize your future potential based on individual, business unit and company performance.
</p><p></p><p>In addition to compensation, Biogen offers a full and highly competitive range of benefits designed to support our employees&rsquo; and their families <i>physical, financial, emotional, </i>and <i>social well-being </i>; including, but not limited to:
</p><ul><li>Medical, Dental, Vision, &amp; Life insurances
</li><li>Fitness &amp; Wellness programs including a fitness reimbursement
</li><li>Short- and Long-Term Disability insurance
</li><li>A minimum of 15 days of paid vacation and an additional end-of-year shutdown time off (Dec 26-Dec 31)
</li><li>Up to 12 company paid holidays + 3 paid days off for Personal Significance
</li><li>80 hours of sick time per calendar year
</li><li>Paid Maternity and Parental Leave benefit
</li><li>401(k) program participation with company matched contributions
</li><li>Employee stock purchase plan
</li><li>Tuition reimbursement of up to $10,000 per calendar year
</li><li>Employee Resource Groups participation
</li></ul></div><p></p><div><p><b>Why Biogen?
</b></p><p>We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.
</p><p></p><p>At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&amp;I efforts.
</p><p></p><p>All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E-Verify Employer in the United States.</p></div></div>

Access Management Service Delivery Manager

CNS Middle East

<div><b>Company Description</b><p><br>
CNS is a technology company that powers the future by providing digital solutions essential to support all enterprise and human development. While growing and managing a robust pool of supplier-partners for the benefit of our clients has always been a priority, we are constantly re-inventing ourselves.<br>
Founded in 1987 with more than 30 years of experience, CNS employs over 320 employees including more than 250 certified engineers. We offer in-depth expertise and a range of best-in-class products that support the digital transformation of all major industries. With offices in three countries, we have an extensive reach into, and regional knowledge of the Middle East markets.<br>
A shift into levering our many years of experience to develop pioneering software in-house will add yet another dimension to our highly innovative solutions-portfolio.</p><b><br>
Job Description</b><p><br>
The<b> Service Delivery Manager (SDM)</b> is responsible for ensuring high-quality IT managed services delivery to clients while maintaining SLAs, improving operational efficiency, and driving customer satisfaction. This role involves managing a team of service professionals, optimizing IT service operations, and fostering strong client relationships to ensure the smooth execution of IT managed services, including cloud, network, security, and application support.</p><p><b>
1. Service Delivery Management &amp; Operations:</b></p><ul><li>
Oversee end-to-end IT managed services delivery, ensuring compliance with SLAs and KPIs.</li><li>
Lead service teams in managing incidents, requests, problem resolution, and change management.</li><li>
Continuously optimize IT operations by implementing ITIL best practices and automation.</li><li>
Maintain high availability of critical IT infrastructure, applications, and cloud environments.</li><li>
Ensure proactive monitoring, reporting, and service reviews to minimize downtime.</li></ul><p><b>
2. Client &amp; Stakeholder Management:</b></p><ul><li>
Act as the primary point of contact for clients, ensuring expectations are met or exceeded.</li><li>
Conduct regular client meetings, QBRs (Quarterly Business Reviews), and service improvement discussions.</li><li>
Address escalations, resolve service-related issues, and manage crisis situations effectively.</li><li>
Work closely with internal teams (network, security, cloud, DevOps) to deliver seamless service.</li></ul><p><b>
3. ITIL &amp; Service Management Excellence:</b></p><ul><li>
Implement and enforce ITIL best practices for service delivery, incident, problem, and change management.</li><li>
Develop and maintain service catalogs, SLAs, and operational procedures.</li><li>
Drive service improvement initiatives using ITSM platforms like ServiceNow, BMC Remedy, or Manage Engine</li></ul><p><b>
4. Financial &amp; Performance Management:</b></p><ul><li>
Manage service budgets, cost optimization, and resource allocation.</li><li>
Drive service revenue growth and profitability by identifying upsell opportunities.</li><li>
Track key performance indicators (KPIs) and service efficiency metrics.</li></ul><p><b>
5. People &amp; Vendor Management:</b></p><ul><li>
Lead and mentor a team of service desk engineers, technical support staff, and service managers.</li><li>
Conduct performance reviews, training programs, and succession planning.</li><li>
Manage third-party vendors and service providers to ensure contractual adherence.</li></ul><p><b>
6. Security, Compliance &amp; Risk Management:</b></p><ul><li>
Ensure IT services comply with industry regulations (ISO 27001, GDPR, NIST).</li><li>
Enforce security best practices, incident response, and data protection policies.</li><li>
Mitigate risks by conducting regular service audits and assessments.</li></ul><br>
<b>
Qualifications</b><p><b><br>
Education:</b></p><ul><li><b>
Minimum:</b> Bachelor&rsquo;s degree in Computer Science or a related field.</li><li><b>
Desired:</b><b> </b>Certifications such as ITIL v4, PMP, or PRINCE2.</li></ul><p><b>
Experience:</b></p><ul><li>
Minimum of 5+ years of experience in service delivery or related roles.</li></ul><p><b>
Skills &amp; Abilities:</b></p><ul><li>
Strong understanding of the ITIL framework (certification is a plus).</li><li>
Proven experience managing service contracts and SLAs.</li><li>
Excellent communication, client-facing, and stakeholder management skills.</li><li>
Strong analytical and problem-solving abilities.</li><li>
Ability to lead cross-functional teams and manage multiple priorities in a fast-paced environment.</li></ul><br>
<b>
Additional Information</b><div></div><p><i><br>
Compliance with policies and procedures based on the ISO standards adopted by CNS.</i></p></div>

Service Delivery Manager - Emirati Talent

<div><p><b>Line of Service
</b></p>Advisory
<p></p><p><b>Industry/Sector
</b></p>Technology
<p></p><p><b>Specialism
</b></p>Advisory - Other
<p></p><p><b>Management Level
</b></p>Manager
<p></p><p><b>Job Description &amp; Summary
</b></p>At PwC, our people in project portfolio management focus on optimising project portfolios to drive strategic business outcomes. These individuals oversee project selection, prioritisation, and resource allocation to facilitate successful project delivery.
<br>
<br>
In project management at PwC, you will oversee and coordinate various projects to facilitate successful delivery within budget and timeline. You will leverage strong organisational and communication skills to effectively manage teams and stakeholders.
<p></p><div><b>Roles and Responsibilities:
</b></div><div></div><div><b>Finance MS Delivery Oversight
</b></div><ul><li>Oversees operational execution and delivery of Managed Services in line with business objectives.
</li><li>Oversees the delivery team day-to-day, including providing oversight for key client deliverables / outputs, and provides recommendations for service improvement.
</li><li>Assumes overall accountability for the oversight and successful execution of all engagements within the Managed Services portfolio.
</li><li>Holds overall accountability for SLA / OLA compliance across engagements and implements corrective actions to address any deviations, and continuously improves service delivery.
</li></ul><div></div><div><b>Quality, Delivery Excellence &amp; Continuous Improvement for Finance MS
</b></div><ul><li>Oversees quality reviews and audits to ensure that delivery complies with established standards and client expectations and leads quality improvement initiatives based on feedback and observations.
</li><li>Working with the business to design, develop, and implement comprehensive service delivery policies, standards, and processes that align with business objectives and industry best practices.
</li><li>Ensures that all function related activities are in line with established policies, procedures, and compliance standards.
</li><li>Stays updated on industry trends and emerging technologies to maintain best practices.
</li></ul><div></div><div><b>Governance &amp; Reporting
</b></div><ul><li>Implement and maintain robust governance frameworks, delivery playbooks, and escalation paths.
</li><li>Manage delivery performance dashboards, quality trackers, and resource health reports.
</li><li>Coordinate with PMO and workstream leads to ensure visibility on progress, risks, and dependencies.
</li></ul><div></div><div><b>Operational Excellence
</b></div><ul><li>Drive continuous improvement initiatives across delivery practices and service operations.
</li><li>Support audits, compliance checks, and adherence to internal and client-specific standards (e.g., ISO, ITIL, cloud governance).
</li><li>Monitor service health and coordinate root cause analysis and corrective actions.
</li></ul><div></div><div><b>Preferred skills
</b></div><ul><li><div>Strong financial acumen and understanding of the financial processes (e.g. O2C, R2R, FPA).
</div></li><li>Strong understanding of accounting principles, financial statements, and reporting standards (e.g., GAAP, IFRS, IPSAS).
</li><li>Ability to oversee teams analyzing financial data, identify discrepancies, and provide actionable insights
</li><li>Proficiency in accounting software and financial systems (e.g., SAP, Oracle), as well as advanced Excel skills
</li></ul><div></div><div><b>Expected Competencies:
</b></div><ul><li>Strong leadership and people management skills.
</li><li>Excellent client relationship management abilities.
</li><li>Proven ability to drive process improvements, organizational excellence and manage change.
</li><li>Excellent communication and interpersonal skills.
</li><li>Ability to work under pressure and manage multiple priorities.
</li><li>Ability to interact effectively in a regional team
</li></ul><p></p><p><b>Education </b><i>(if blank, degree and/or field of study not specified)
</i></p>Degrees/Field of Study required:
<p></p>Degrees/Field of Study preferred:
<p></p><p><b>Certifications </b><i>(if blank, certifications not specified)
</i></p><p></p><p><b>Required Skills
</b></p><p></p><p><b>Optional Skills
</b></p>Accepting Feedback, Accepting Feedback, Active Listening, Agile Methodology, Analytical Thinking, Business Case Development, Business Process Improvement, Change Control Processes, Coaching and Feedback, Communication, Costing, Creativity, Embracing Change, Emotional Regulation, Empathy, Inclusion, Intellectual Curiosity, IT Project Lifecycle, Kanban (Project Management), Learning Agility, Optimism, Plan of Action and Milestones (POA&amp;M), Process Mapping, Process Standardization, Professional Courage {+ 28 more}
<p></p><p><b>Desired Languages </b><i>(If blank, desired languages not specified)
</i></p><p></p><p><b>Travel Requirements
</b></p>Not Specified
<p></p><p><b>Available for Work Visa Sponsorship?
</b></p>No
<p></p><p><b>Government Clearance Required?
</b></p>No
<p></p><p><b>Job Posting End Date</b></p></div><p></p>

ETIC, Service Delivery Manager - Manager

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