• Assisting SD team in task management and customer facing
• Working with SD team on complex tasks and solving customer escalations.
• Lead the Delivery teams from Team Leads, Consultants, Technical Developers, Free Lancers and 3rd Party vendors to ensure smooth service delivery in parallel to working as SD team lead.
• Support Team Leads, SD team and HR in the recruitment process of resources for delivery team.
• Act as the Salary Manager for Team Leads and Delivery team.
• Monitor all Delivery team performance and provide periodic performance evaluation for the organization.
• Meet with new clients and existing clients to up sale new products and technologies.
• P&L Management and Budgeting for delivery Service including new and existing clients.
• Maintaining the SLA and Set KPIs aligned with the Company Objectives and Client requirements.
• Be the ultimate Clients compliance reference point.
• Act as the point of escalation for problems within Delivery Operations and work with relevant parties to reach resolution.
• Interface with different Parties (HR, Finance, R&D…etc.) and provide all needed support/data to ensure compliance with company direction and objectives.
• Manage preparation of relevant management reports.
• Manage the Utilization of current delivery team and plan the headcount for coming period/s based on the projections of new business/clients.
• Entrusted with Business Development, strategic planning, expanding, and exploring new fields for clients’ & business continuity.
• Oversee the implementation of SAP Solutions for clients to ensure Excellent Service Delivery via working with Project Managers and Team Leads closely.
• Lead Change Management.
• Responsible for spreading awareness and ensuring compliance of ARETE Employees with the Data Privacy and information confidentiality of all Clients.
• Lead the Assignment of resources to active/open projects based on their skills, competencies and expertise and oversee the implementation plans across all projects in Egypt.
• Liaise with the Team Leads and Project managers working with the team to align on the status of the project and its requirements “i.e. ensure the actual activities and timelines are meeting the planned activities with the needed quality and effectiveness”
• Engage with the project manager as the third point of escalation in case of issues/ concerns with any module from Client / Project manager and/or consultants.
• Ensure the availability of a backup plan in place in case of emergency and/or crisis that affect delivery team “based on the needs of each project” while liaising with Team Leads & Project managers.
• Manage the issuance of relevant management reports” weekly, monthly, quarterly and year-end reports” for all modules and all projects from “Resources Utilization, Training Plans, Projects’ Progress,..etc.”
• Coaching, Mentoring and training of the Delivery team “i.e. new hires, junior employees, mid-range, senior employees and Track leads” via providing the needed guidance and assigning a sponsor/ trainer who can provide the needed support from processes, systems and operations.
• Lead the Quarterly evaluation of the delivery teams and sharing the results with HR.
• Lead the Salary planning/ salary increase cycle “with HR and Track Leads”.
• Manage the management meetings related to the company plans, vision, mission and objectives for a specific period of time, which affects the hiring and planning Delivery Area.
• Work with HR team regarding the recruitment and utilization plan every quarter “periodic”
• Lead the preparation of Financial and Technical proposal from all SAP Modules via liaising with Sales, Functional and Technical teams on all required data “timing, requirements, effort estimation…etc.”
