Service Delivery Manager at Multi-Level Group in Cairo, Cairo, Egypt

Multi-Level Group (MLG) is a leading Fintech group in the MENA region that specializes in providing Self-Service Platforms, Software Development & Integration, System & Process Automation, Digital Transformation Programs, and Banking & Financial Solutions. Additionally, MLG has successfully initiated multiple projects across various industries in Egypt. Our goal is to provide first class products and solutions that can support and contribute to the vision and digital transformation initiatives of our partners.

Job Requirements:

• Manage and lead multiple project managers, ensuring successful delivery of various software projects from initiation to completion.

• Develop and maintain detailed project plans, including scope, timelines, and resource allocation to ensure timely project delivery.

• Ensure adequate task and project allocation based on a pre-determined plan.

• Define, monitor, and report on Service Level Agreements (SLAs) to ensure service delivery meets agreed-upon standards.

• Identify potential risks or issues affecting project timelines and develop mitigation strategies to minimize disruption.

• Track and analyze key performance metrics to assess service delivery effectiveness and identify areas for improvement.

• Drive continuous improvement initiatives to optimize service delivery processes, enhance efficiency, and maintain high-quality standards.

• Provide leadership, guidance, and mentorship to project managers and team members, supporting their development and fostering a collaborative work environment.

• Manage change requests efficiently, ensuring that changes are assessed, approved, and integrated into project timelines as needed.

Prepare and present regular reports on service delivery performance, project status, and team productivity to senior management.

Job Qualifications:

• Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field.

• A minimum of 8-12 years of experience in a Service Delivery Manager role, specifically within software development or IT projects, with proven success in managing multiple projects and project managers.

• Extensive experience in leading and managing large-scale, complex projects, ensuring they are delivered on time, within scope, and within budget.

• Deep knowledge of project management methodologies such as Agile, Scrum, and Waterfall, with the ability to tailor approaches based on project needs.

• Proficiency in using project management tools (e.g., JIRA, Trello, Microsoft Project) to track progress, manage tasks, and communicate effectively.

• Strong understanding of software development processes, life cycles, software architecture, and system integration.

• Proven leadership capabilities, with a track record of effectively guiding and developing high-performing teams.

• Excellent verbal and written communication skills, with the ability to interact confidently and professionally with clients, stakeholders, and team members at all levels.

• Exceptional analytical and problem-solving skills, with a demonstrated ability to identify issues and implement innovative solutions.

• Strong risk management skills, with the ability to assess project risks and develop strategies to mitigate them.

Outstanding organizational skills, with the ability to prioritize and manage multiple projects and deliverables simultaneously.