Service Delivery Manager

Role overview

Role responsibilities

• Manage end-to-end service delivery and ensure agreed SLAs and service standards are achieved.
• Lead, coach, and support service delivery teams to maintain consistent performance.
• Monitor KPIs, customer satisfaction, response times, service quality, and operational targets.
• Act as an escalation point for complex service issues and customer concerns.
• Build relationships with clients, stakeholders, vendors, and internal teams.
• Coordinate with technical, operations, sales, and support functions to resolve issues efficiently.
• Identify service risks and implement corrective and preventive actions.
• Prepare service performance reports, dashboards, and management updates.
• Lead continuous improvement, process optimization, and service enhancement initiatives.
• Manage resources, schedules, priorities, and operational requirements.
• Ensure service activities comply with company policies, contracts, and quality standards.
• Support service reviews, contract renewals, and client meetings when required.

Qualifications

• A bachelor’s degree in Business, IT, Operations, Management, or a related field is preferred.
• At least 5 years of experience in service delivery, operations, client management, or a similar role.
• Strong understanding of SLAs, KPIs, service management, and performance measurement.
• Proven experience managing teams, clients, vendors, and cross-functional projects.
• Strong leadership, communication, negotiation, and problem-solving skills.
• Strong organizational skills and ability to manage multiple priorities.
• Experience with ITIL or service management frameworks is an advantage.
• UAE or GCC experience is highly desirable.

Why join

• The employer describes a strategic leadership role with opportunities to work with clients, senior stakeholders, and diverse teams.
• The role offers the opportunity to drive service quality and operational performance improvements.