Job Description

The Service Delivery Manager (SDM) is responsible for ensuring that services are delivered to clients and internal stakeholders efficiently, effectively, and to the agreed service levels. This role oversees the performance of services, manages service delivery teams, ensures customer satisfaction, and continuously improves delivery processes.

Key Responsibilities:

Client Relationship Management:

Serve as the primary point of contact for service delivery issues and escalation. Foster strong client relationships through regular updates, reviews, and satisfaction tracking.

Service Performance & SLA Management:

Monitor and report on service performance against Service Level Agreements (SLAs). Take proactive steps to prevent service failures and resolve incidents when they occur.

Team Leadership & Coordination:

Manage and guide a team of service delivery staff, including technicians, engineers, or support agents. Collaborate with internal teams (e.g., IT, support, development) to align service delivery with business objectives.

Process Improvement:

Identify inefficiencies in current processes and implement improvements to enhance service quality and operational efficiency. Implement ITIL or other best practices where applicable.

Reporting & Documentation:

Produce regular performance reports, dashboards, and executive summaries. Maintain documentation for procedures, SLAs, and service reviews.
o Responsible for assigning tickets to the respective agents

Project Coordination:

Participate in or lead projects related to service transitions, upgrades, or implementations. Ensure successful handover from project phase to ongoing service delivery.

Required Skills & Qualifications:

Bachelor's degree in IT, Business Administration, or related field. 4+ years of experience in service delivery or operations management, preferably in IT or technology-driven environments. Excellent communication, leadership, and customer service skills. Proven ability to manage teams and client expectations effectively. Strong analytical and problem-solving capabilities.

Key Performance Indicators (KPIs):

SLA compliance rate Incident resolution times Team performance metrics
Process improvement implementation

Job Type: Full-time

Pay: AED3,000.00 - AED5,000.00 per month

Application Deadline: 27/09/2025