Service Delivery Manager (Incident Management)

Who are we?

Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers’ innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our employees around the globe are here to accelerate service providers’ migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $5.00 billion in fiscal 2024. For more information, visit www.amdocs.com

In one sentence

Responsible and accountable for services to account operations including coordinated management of multiple projects/accounts sought at achieving strategic business and interpersonal objectives with high quality.

What will your job look like?

• Accountable & responsible for introducing account-centricity for running smooth operations around scope, time, cost, quality, change, communication, risk and crisis management, and integration.
• Own the overall operations program scope and maintain its continuous alignment with strategic business objectives; set program plan and make recommendations to modify it when fundamental, set priorities, ensure optimization, and resolve disagreements to enhance effectiveness in reaching business results or strategic goals.
• Define projects/programs; assign managers to initiate and lead the performance of production operations; integrate and supervise multiple related projects.
• Secure alignment of all projects/programs under his/her supervision to standards and program management methodology, including compliance with relevant regulations.
• Ensure effective and engaged program team by providing ongoing guidance and mentorship, to ensure attainment of full program objectives.
• Build credibility and relationships, and maintain communication with partners at multiple levels, including those external to the organization.
• Secure budget and timeline; resolve and coordinate the sharing of resources among the constituent projects/program to the overall benefit of the program.
• Lead and facilitate periodic status and risk discussions with program partners; evaluate and discuss program results and lessons learned throughout the program lifecycle.
• Run special projects such as efficiency programs and cost improvement programs through planned activities across multiple business lines.
• Aim to resolve partner concerns with respect.
• Ensure that SLAs are met and results are provided on time with high quality and within budget; drive lessons learned and get wells.
• In control for organizational change, release management, version management, and deployment management type of activities.

All you need is...

• Bachelor's/B.Sc. degree, or higher degree with proven track record
• Preferably 4+ years of optimal leading projects in the relevant domain with significant scope, part of a program.
• Experience and business knowledge in several key domains relevant to the program.
• Account management and project management experience is an added advantage.
• Experience in working in a global, matrix environment.
• Project management certification

Why you will love this job:

Responsible & accountable for multiple related projects/accounts aimed at achieving strategic business and interpersonal objectives with high quality. These programs contain sophisticated activities that may span different functions, organizations, geographic regions, and cultures.
Ensure alignment of all projects/programs under his/her supervision to standards and program management methodology, including compliance with relevant regulations.
Manage special projects such as efficiency programs and cost improvement programs through planned activities across multiple business lines.
Lead to resolve customer partner concerns with respect to smooth operations.
We offer a wide range of stellar benefits including health, dental, vision, and life insurance as well as paid time off, sick time, and parental leave!