Services Delivery Manager

Description:

Responsible for Overseeing and managing service delivery and support operations within UAE, Saudi Arabia and Egypt, ensuring service standards are consistently met and customer satisfaction remains high.

What you'll do!

• Overseeing the day-to-day service operations within the region, ensuring processes run smoothly and efficiently.
  
• Maintaining team skills matrix and improving cross-product skills for high performing team members 
  
• Reviewing and approving SOW, contracts, cost sheets, and project budgets
  
• Owning and overseeing all program and service delivery aspects
  
• Monitoring and ensuring high customer satisfaction and expectations, addressing any significant service issues or complaints escalated within the region
  
• Monitoring and achieving key performance indicators (KPIs) for the region regarding service delivery, response times, and customer satisfaction
  
• Developing and managing the regional service budget, ensuring cost-effectiveness while maintaining service quality
  
• Continuously reviewing and optimizing service processes and workflows within the region for greater efficiency and effectiveness
  
• Ensuring optimal allocation and utilization of resources, including manpower, equipment, and tools, within the region
  
• Managing relationships with local partners or third-party service providers, ensuring meeting quality standards and contract terms
  
• Preparing regular reports and analyses on service performance, customer feedback, and trends, providing insights and recommendations for improvement
  
• Managing a team of service professionals, providing guidance, support, and performance feedback
  
• Create and maintain Client relationship and oversee commitments made to the client
  
• Identify new opportunities for Business growth   
  
• Meet or exceed financial target by owning P&L for assigned region / country 
  

• Bachelor of business management or any related field
  
• 5+ Years of experience in a similar title, preferably with previous experience in UAE and Saudi Arabia Markets
  
• PMP Or PRINCE2 Practitioner
  
• Familiarity with service management software or tools.
  
• Solid understanding of software and the technical aspects of the services provided
  
• Outstanding Communication skills
  
• Ability to drive process improvement initiatives and implement best practices to enhance service delivery
  
• PMP Or PRINCE2 Practitioner