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BENEFITS OF DOCUMENT
• Who is the Customer?
• What is a Service?
• The Service Lifecycle
• History of Service Delivery Management (where did it come from?)
• Goals and Objectives of SDM
• The role of the Service Delivery Manager
• Key Responsibilities (core) and other
• Service Quality
• Value Chains and Value Networks
• The Customers perspective
• Policies and Procedures
• Governance (The importance of compliance)
• What processes are involved in the SDM role
• Service Level Management
• SLAs and OLAs
• Business Relationship Management
• Incident Management
• Problem Management
• Change Management
• Other process interfaces
• Sales and Account Management
• Supplier Management and Subcontractors
• Financial Management
• Skills and Competencies (the required skillset)
• Customer Service Management
• Sponsoring and managing meetings
• Achieving SLA targets
• Performance Management
• Service Reporting
• Positional and Principled negotiation
• Influencing skills
• Contracts and Agreements
• Techniques and Methods
• Opportunities, Challenges and Risks
• Continual Service Improvement
• Continual Professional Development
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Source: Best Practices in Service Management PowerPoint Slides: Service Delivery Management PowerPoint (PPTX) Presentation, Tarek Darwish, Sr. Consultant & Trainer
ABOUT THE AUTHOR: TAREK DARWISH, SR. CONSULTANT & TRAINER
Tarek Darwish, M.Sc, PMP-ATP®, PMI-SP®, SFC, P6.
Senior Management Consultant & Trainer
Mr. [read more] Darwish is a Senior Management Consultant, certified Project Management Professional (PMP) as well as certified Project Scheduling Professional (PMI-SP) and certified in Scrum Foundation SFC, with over 28-years service record in Egypt, Germany, Jordan, Pakistan, Libya, Sudan, Oman, Qatar, KSA, Malaysia, Turkey, UAE, Czech Republic, UK and USA.
Mr. Darwish gained his IB diploma from the United World College of the Adriatic in Northern Italy 1984, Degree in Electronics Engineering 1990 from Egypt and a master's degree in computer science in 2004 from USA. In 2005, He got his PMP certification and kept the certification updated ever since. In 2013 he gained the PMI-SP certification (Project Scheduling Professional). In 2020, Mr. Darwish got his SFC (Scrum Foundation Certified).
He is currently a senior management consultant and trainer, providing consulting and training with leading consulting and training companies in Egypt, the Middle East, US, UK and Europe on a number of management topics, such as; project, program, and risk management, scheduling, planning, controlling, agility, change management, business process improvement, business process re-engineering and leadership.
Mr. Darwish led the digital transformation of the legal departments in Banque Misr, Blom Bank and AUBE bank.
He supported the initiation and planning of the restructuring project in HCMLT (Holding Company for Maritime and Land Transportation)
He supported the planning and controlling of the digital transformation 360 view project in ACA (Administrative Control Authority)
He supported the planning and scheduling of the "Worood City" in Taif, KSA
He led the PMO capacity improvement in ESRINEA
He led the efforts of juwi, the leading German renewable energies company, to assess the Egyptian market's potential and make informed investment decisions.
Mr. Darwish is a visiting lecturer at the University of Middlesex, London, for the BIM (Building Information Modeling) post-graduate program.
He helped setup the strategic PMO unit in Vodafone Egypt and led a change program aimed at implementing standard project management methodologies throughout the company as well as the implementation of strategic and operational balanced scorecards between 2005 and 2007.
He helped IBM Egypt achieve the highest quality rating CMMI level 5 in 2005 and setup the quality assurance department of VIAS (a joint venture between IBM and Valeo). His efforts led Valeo to obtain the CMMI L3 and ISO 9000 certifications.
He led the effort of the Heliopolis American International School to modernize their IT infrastructure and curricula to the highest standards between 2002 and 2004
He is thoroughly experienced in complete product life cycles from concept to upgrade or grandfathering. He led the development and marketing of several electronic products such as; Al-Meshkat and MEMO, the electronic dictionary, between 1998 and 2002.
Mr. Darwish provided IT consultancy to a number of businesses in Germany between 1994 and 1998 such as; Olivetti, Daimler Benz and Vogel tours to help develop their IT infrastructure.
Tarek Darwish, Sr. Consultant & Trainer has published 6 additional documents on Flevy.
File Type: PowerPoint (pptx)
File Size: 7.4 MB
Number of Slides: 70 (includes cover, transition, & marketing slides)
Related Topic(s): Service Management
This business document is categorized under the function(s): Operations Strategy, Marketing, & Sales
It applies to All Industries
Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.
Initial upload date (first version): Sep 20, 2021
Most recent version published: Sep 20, 2021
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