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Service Design Authority

Service Design Authority (MPH-SDA1) Dubai, United Arab Emirates

The Service Design Authority will be mainly responsible for the global service solution architecture to be offered to customer and support the deployment of the contracted Services.

 

Key Responsibilities:

 

Working as part of the Project Management Team, the Service Design Authority will take all technical decisions within his/her authority to:

  • Establish and manage the engineering strategy within a Service Project (offer or contract);
  • Responsible for the Service File for each Service opportunity
  • Work with Project Design Authority SDA to prepare with Bid team the DVa
  • Ensure that all engineering aspects of the Service Project are carried out in accordance with the Project Plans and Company policies and procedures;
  • Manage the Service Engineering and Design Engineering aspects of the Service Project in order to meet the delivery requirements.

 

The Service Design Authority will also (SDA) specifies the service availability and continuity requirements according to:

  • The operational context,
  • The terms of the Service Level Agreement (SLA),
  • The contractual penalties or Service Credit scheme, tracked periodically with the Customer (often on a monthly basis), when resulting from not reaching or exceeding the Service Level Agreement (SLA),
  • The measured financial performance,
  • The evolutions of the installed base,
  • The observations made by the Customer during periodical meetings,
  • The Customer satisfaction measurements.

 

He identifies the resources and means required to guarantee the availability of the services delivered to the Customer within the scope of the Contract and to enable recovery of the Customer’s activities under pre-defined exceptional circumstances.

 

If the service contract requires the availability of the delivered services under any circumstances, he shall also:

  • Set up an activity continuity strategy,
  • Provide a risk analysis,
  • Draw up an activity recovery plan,
  • Contribute to Business development activities and support new business
  • Main contributor to the increase of the operating maturity of Services activity by creating business cases and studies for proposing new services (managed services, operations support and operations)
  • Make sure that resources are available to support service continuity management.

 

The Service Design Authority (SDA) drafts an Availability and Continuity Plan, describing all of these elements, that is part of the Customer Service File.

The Service Design Authority (SDA) checks that the resources (hardware and human) required to deliver the contractual service are in place so as to reach the requested performance level in the Service Level Agreement (SLA), as described in the Availability and Continuity Plan.

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