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Service Delivery Manager
MK Magazine
Abu Dhabi, UAE
Full Time
Senior
Remote
2 weeks ago
Service Delivery ManagementITILPMPAgileStakeholder ManagementAnalytical Skills
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Service Delivery ManagementITILPMP
About the Role
We are seeking an experienced Service Delivery Manager to oversee service operations, manage customer expectations, and ensure successful delivery of services. The role requires 5+ years in service delivery or related roles, ITIL or similar certifications preferred, and strong leadership skills.
Key Skills for This Role
Service Delivery ManagementITILPMPAgileStakeholder ManagementAnalytical Skills
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 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
Full Job Posting
About Us
- We are a service focused organization committed to delivering reliable, efficient, and high quality solutions that support customer success and business operations.
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.
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