Service Delivery Manager
One ECM
Total years of experience :7 years, 1 Months
Responsible for providing Support and Services on the ECM, DMS, Backlog, CMS solutions proposed by ONE ECM. Also handling the AMC support services and renewal for existing and new customer.
Job Profile: o Implementation and project management of Document Management systems for Oil and Gas, Telecom, Government and private entities. o Implementation and project management of CMS, Integration of Bespoke systems. o Manage project execution based on project Timelines and milestones set with the Key Users and Customer representative. o Manage and improve the skills and tasks of the Service Delivery Team o Responsible for accomplishing the project objectives within the constraints of the project and responsible for the outcome (success or failure) of the project and budget set for the projects. o Follow up and meet the requirements and Scope of work set in the proposals and RFP and commitment provided to the customers. o Reporting and follow up on milestones, deliverables and provide progress reports, risk assessment and details to Key project owners. o Responsible maintaining customer relationships and upselling, creating new service opportunities o Ability to build relationships with key customers, sales agents, and Joint Venture partners. o Market/product knowledge and awareness of competitors. o Follow up with presales team to provide proper solution for the customers. o Follow up on the different phases of the sales cycle from RFP generation, Presentation and presales to closing the deals and getting the contract. o Responsible for operational methodology o Ensure that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery. o Responsible for the planning, controlling and monitoring, and also managing and directing the assigned project resources to best meet project objectives. o Build outsourcing relationships o Management Reporting of Technical Services teams o Responsible for scheduling of weekly project assignments as well as performance and environment related activities o Follow up with ONE ECM and Leaders in the market to make sure that proper partnership are available between ONE ECM and Principals. Some of the partners are: Kofax, Oracle, Microsoft, Open TEXT, SAP, … Customers & Major Projects: Below is a list of some of the customers that major involvement was provided by ONE ECM and the Professional Services Division with the major activity done on these accounts Customer Name Job - Services provided Abu Dhabi Police, UAE - OpenText ECM.
▪Implementing Livelink - Open Text
▪Provide SLA to Abu Dhabi Police
▪Upselling services (Outsourcing, Custom Development, …) GASCO, UAE - Livelink ECM.
▪Upgrade of the current LL Implemented
▪Custom Development
▪Training
▪Rollout
▪Correspondence Management System Pilot Implementation
▪Provide SLA Etisalat, UAE - OpenText ECM.
▪Implementation and Upgrade of the current LL Implemented
▪Provide SLA Dubai Petroleum, UAE - OpenText ECM.
▪Implementation and Upgrade of the current LL Implemented
▪Provide SLA