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Service Delivery Manager
UB Economics Society
Dubai, UAE
Full-time
Mid-Senior
Onsite
Discovered 3 days ago
Service deliveryService-level agreements (SLAs)Key performance indicators (KPIs)Process improvementOperational data analysisTeam coordination
Role Overview
The Service Delivery Manager oversees service operations, maintains delivery standards, and supports reliable, efficient customer service.
The role coordinates teams, improves workflows, manages performance, and develops client and internal stakeholder relationships.
Key Skills for This Role
Service deliveryService-level agreements (SLAs)Key performance indicators (KPIs)Process improvementOperational data analysisTeam coordination
Full Job Posting
Role overview
The Service Delivery Manager oversees service operations, maintains delivery standards, and supports reliable, efficient customer service.
The role coordinates teams, improves workflows, manages performance, and develops client and internal stakeholder relationships.
Responsibilities
- Oversee daily service delivery and maintain agreed service standards; manage KPIs, SLAs, and operational targets.
- Coordinate internal departments and external partners to resolve service issues; monitor quality and operational risks.
- Implement continuous improvements; build client, stakeholder, and service-partner relationships.
- Prepare performance reports, analyze service trends, and recommend improvements to management.
- Support resource planning, workload allocation, and operational scheduling; lead reviews and follow up on corrective actions.
- Promote consistent procedures, effective communication, and a customer-focused service culture.
Qualifications
- Three or more years in service delivery, operations management, client services, or a related field is preferred.
- Strong knowledge of SLAs, performance monitoring, and process improvement; leadership, communication, and stakeholder-management skills.
- Ability to analyze operational data, coordinate teams, manage competing priorities, and resolve service challenges.
- CRM platforms, reporting tools, and service management systems are advantageous; ITIL certification or structured service-management experience is beneficial.
Work arrangement
- Part-time role; work arrangement described as remote or hybrid depending on operational requirements.
What the employer offers
- Flexible working arrangements for suitable assignments and opportunities to lead service-improvement initiatives.
- Collaborative environment emphasizing accountability, innovation, teamwork, and impact on service performance.
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