Service Delivery Manager

Role overview

Work arrangement

• The posting lists Dubai, United Arab Emirates, and a hybrid/on-site work arrangement.

Employment arrangement

• The posting states that this is a part-time role.

Responsibilities

• Oversee daily service delivery and ensure services meet agreed standards.
• Monitor KPIs, SLAs, service performance, and customer satisfaction metrics.
• Lead, coach, and support service delivery teams.
• Maintain client relationships and coordinate regular service reviews.
• Investigate service issues and implement corrective actions.
• Coordinate resources, workloads, schedules, and priorities.
• Prepare performance reports, operational updates, and improvement plans.
• Manage escalations and coordinate timely resolution of critical issues.
• Identify ways to streamline processes, improve efficiency, and enhance customer experience.
• Ensure operations comply with company policies, contractual requirements, and relevant standards.
• Collaborate with sales, IT, operations, and support teams to resolve delivery challenges.
• Support budget monitoring, resource planning, and cost-effective service delivery.

Qualifications and capabilities

• A degree in Business Administration, Information Technology, Operations Management, or a related field is preferred.
• Service delivery, operations management, client services, or service coordination experience is advantageous.
• Strong understanding of KPIs, SLAs, performance reporting, and service quality management.
• Strong team leadership, communication, stakeholder management, analytical, organizational, and problem-solving abilities.
• Able to manage client expectations, resolve escalated concerns, balance competing priorities, and maintain standards under pressure.
• Proficiency in Microsoft Office and relevant service management tools.
• Familiarity with ITIL or other service management frameworks is beneficial, particularly for IT-focused roles.
• Customer-focused approach and commitment to continuous improvement.

Why join

• The role offers the opportunity to lead service operations and contribute to business performance.
• The posting highlights cross-functional collaboration, service optimization, and opportunities to strengthen service quality and customer satisfaction.