Data and AI SDM Global Brands Group Holding Limited (GBG)

Role Overview

The Data and AI SDM will play a crucial role in managing and optimizing the delivery of IT services. Based in Cairo, Egypt, with flexibility for some remote work, this full-time hybrid role ensures the seamless execution of service delivery operations, elevates customer satisfaction and supports continuous improvement across our IT service management processes.

Key Responsibilities

• Oversee day-to-day service delivery operations, ensuring high standards of customer satisfaction and adherence to service level agreements (SLAs).
• Manage and optimize IT service management processes, including incident, problem, and change management.
• Build and maintain strong customer relationships to ensure high levels of client satisfaction and foster customer loyalty.
• Develop, manage, and oversee project plans, resource allocation, and budget utilization to meet project goals and timelines.
• Track project milestones, manage risks and dependencies, and initiate corrective actions to ensure successful project outcomes.
• Utilize agile methodologies and continuous improvement practices to drive efficiencies and enhance service delivery.

Qualifications & Skills

• Educational Background: Bachelor s degree in Computer Science, Information Technology, or a related field.
• Experience: Proven experience in service delivery and IT service management, preferably within a data or AI-focused environment.
• Core Skills:
  
  • Strong service delivery management and IT service management expertise.
  • Skilled in customer satisfaction and relationship management.
  • Excellent problem-solving and decision-making abilities.
  • Strong communication, interpersonal, and collaboration skills; ability to work well both independently and in a team.
• Desirable Certifications: IT service management certifications (e.g., ITIL, PMP) are advantageous.