Service Delivery Manager

We’re Hiring: Service Delivery Manager

Mid-Level – Senior Level

Service Delivery Manager

• to oversee service operations, manage customer expectations, and ensure the successful delivery of services in line with business objectives and service standards.
• The ideal candidate will lead service improvement initiatives, manage operational performance, and build strong relationships with customers and internal stakeholders.
• 🚀 Key Responsibilities
• Develop and implement service delivery strategies aligned with organizational objectives, customer expectations, and operational goals
• Manage end-to-end service delivery processes to ensure consistent, high-quality, and timely service performance
• Establish and monitor service level agreements (SLAs), key performance indicators (KPIs), operational metrics, and service improvement plans
• Act as the primary point of contact for customers, stakeholders, and internal teams regarding service performance and operational matters
• Collaborate with operations, technology, support, product, and business teams to resolve service issues and improve delivery processes
• Monitor service performance, incident trends, customer satisfaction, and operational risks to identify improvement opportunities
• Lead service reviews, performance reporting, governance meetings, and continuous improvement initiatives
• Manage escalations, service disruptions, root cause analysis, and corrective action plans to improve reliability
• Develop service delivery processes, documentation, policies, and operational best practices
• Manage vendor relationships, service providers, and third-party delivery partners where required
• Lead, mentor, and support service delivery teams to achieve operational excellence
• Prepare service reports, dashboards, forecasts, and strategic recommendations for senior leadership
• ✅ Requirements
• Bachelor's degree in Business Administration, Information Technology, Operations Management, Engineering, or a related field preferred
• Professional certifications such as ITIL, PMP, Agile, Service Management, or equivalent are advantageous
• 5+ years of experience in service delivery, operations management, customer success, IT service management, or related roles
• 2+ years of experience managing service delivery teams, operational programs, or customer-facing service functions preferred
• Strong understanding of service management principles, SLAs, KPIs, incident management, problem management, and continuous improvement methodologies
• Experience with service management platforms, ticketing systems, CRM tools, reporting dashboards, and operational analytics solutions
• Strong analytical, organizational, leadership, and problem-solving skills
• Excellent communication, stakeholder management, negotiation, and relationship-building abilities
• Ability to manage multiple priorities and deliver results in a fast-paced environment
• Ability to work independently in a remote environment

🌟 What We Offer

• Fully remote work opportunity within the United Arab Emirates
• Competitive compensation package
• Professional development and service management leadership growth opportunities
• Exposure to operational excellence, customer experience, digital transformation, and service improvement initiatives
• Flexible and collaborative work environment
• Supportive culture focused on reliability, customer satisfaction, innovation, and continuous improvement
• Opportunity to influence service strategy and enhance operational performance
• Clear career progression within service delivery management, operations leadership, customer success, and executive management functions