Service Delivery Manager
Role Overview
The Service Delivery Manager oversees service operations, client relationships, service teams, and delivery against performance standards.
The role is part-time and hybrid in Dubai, United Arab Emirates.
Key Skills for This Role
Full Job Posting
Role overview
The Service Delivery Manager oversees service operations, client relationships, service teams, and delivery against performance standards.
The role is part-time and hybrid in Dubai, United Arab Emirates.
Responsibilities
- Oversee daily service delivery and achievement of operational targets.
- Lead, coach, and support service teams.
- Build relationships with clients and key stakeholders.
- Monitor SLAs, KPIs, customer feedback, and operational performance.
- Investigate service issues and root causes, then implement corrective actions.
- Develop service procedures, performance reports, and improvement plans.
- Coordinate internally to resolve escalations and minimize service disruptions.
- Improve efficiency, service quality, and customer satisfaction.
Qualifications
- Previous team leadership and performance management experience.
- Strong knowledge of KPIs, SLAs, reporting, and process improvement.
- Excellent communication, client relationship, and negotiation skills.
- Strong analytical thinking and problem-solving abilities.
- A bachelor’s degree in Business Administration, Management, Information Technology, or a related field is preferred.
- At least five years of relevant service delivery or operations experience is preferred.
- Service management framework or project coordination experience is advantageous.
What the employer offers
- Contribute to service improvement initiatives and work with collaborative teams and business stakeholders.
- Develop leadership and operational management skills and contribute to service quality and customer satisfaction.
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