Service Delivery Director

About This Role

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Job Category

Customer Success Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

About the Role

We are looking for a dynamic and experienced Service Delivery Director to lead our professional services and customer success operations across the Middle East region. Based in the UAE (or KSA), this senior leadership role is responsible for driving delivery excellence, growing a high-performing team, and ensuring customers achieve measurable outcomes from their investments.

This is a unique opportunity to shape the future of service delivery across one of the world's most exciting and fast-growing technology markets.

What You'll Be Doing

Delivery Leadership

• Own end-to-end service delivery across the Middle East, ensuring projects are delivered on time, within scope, and to the highest quality standards
• Define and execute regional delivery strategy aligned with global frameworks and local market needs
• Establish and continuously improve delivery methodologies, governance models, and best practices
• Drive operational KPIs including CSAT, NPS, utilization, revenue, and margin

Customer & Stakeholder Engagement

• Build trusted, executive-level relationships with key customers and partners across the GCC and broader Middle East
• Act as an escalation point for complex delivery challenges, driving swift and effective resolution
• Partner with Sales and Pre-Sales to support business development, solution scoping, and proposal development
• Present delivery performance and strategic roadmaps to C-level stakeholders

Team & Talent Development

• Lead, mentor, and grow a diverse team of project managers, consultants, and delivery professionals
• Foster a culture of accountability, continuous learning, and customer obsession
• Drive talent acquisition, onboarding, and retention strategies for the region
• Partner with HR and global teams to develop career paths and succession plans

Business Growth

• Collaborate with Sales on go-to-market strategies and new business opportunities
• Identify and develop service offerings tailored to regional needs and customer segments
• Contribute to revenue targets through effective resource planning and delivery efficiency Support partner ecosystem development and enablement across the region

What We're Looking For

Experience & Qualifications

• 12+ years of experience in professional services, consulting, or technology delivery
• 5+ years in a senior leadership or director-level role managing regional delivery operations
• Proven track record of delivering large-scale, complex technology projects (CRM, ERP, SaaS, or cloud platforms)
• Experience operating in the Middle East market — GCC experience is strongly preferred
• Bachelor's degree required; MBA or relevant postgraduate qualification is a plus
• PMP, PRINCE2, or equivalent project/program management certification preferred
• Deep understanding of Middle East business culture, government sector dynamics, and enterprise buying behavior
• English fluent mandatory; Arabic language skills is a strong advantage
• Willingness to travel across the region as required (estimated 30–40%)
• Existing network of senior relationships across GCC enterprises and government entities is highly desirable

Skills & Competencies

• Exceptional leadership and people management skills with experience leading multicultural teams
• Strong executive presence with the ability to influence and engage at C-suite level
• Deep understanding of professional services business models (T&M, fixed-price, managed services)
• Excellent commercial acumen — P&L management, forecasting, and resource planning
• Strong analytical and problem-solving skills with a data-driven mindset
• Outstanding communication, presentation, and negotiation skills

What Makes You Stand Out

• Experience in digital transformation programs at scale
• Familiarity with Salesforce, ServiceNow, SAP, Oracle, or similar enterprise platforms
• Track record of building delivery practices from the ground up in emerging or high-growth markets
• Passion for developing talent and creating inclusive, high-performing team cultures

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form .

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.