We are seeking a result-oriented Service Delivery Manager to oversee end-to-end service operations, maintain high client satisfaction, and continuously enhance service performance. This role requires strong leadership, operational efficiency, and stakeholder management.

Skills

• Leadership Skills
• Problem Solving
• Decision Making
• Time Management
• Organizational skills
• Communication

Requirements

• Job Role Manager - Service Delivery
• Job Type Full Time
• Workplace Type Onsite
• Industry Outsourcing and Offshoring Consulting

Secondary locations

About

Not provided

Responsibilities

Primary Duties & Responsibilities

• Service Delivery Oversight: Ensure consistent, high-quality delivery of services in alignment with SLAs, KPIs, and client expectations.
• Client Relationship Management: Act as the key point of contact for clients, proactively manage communications, and address concerns to ensure satisfaction and retention.
• Team Leadership: Lead, mentor, and manage the service delivery team to ensure performance, engagement, and alignment with organizational goals.
• Incident & Escalation Management: Oversee critical incident handling, manage escalations, and ensure timely resolution with root cause analysis.
• Performance Monitoring: Track and report on operational performance metrics, service quality, and client feedback; take corrective actions as necessary.
• Resource Management: Plan, allocate, and optimize resources across projects and services to ensure timely and efficient delivery.
• Service Improvement: Identify inefficiencies and drive continuous process improvements using best practices and data insights.
  
  

• Documentation & Reporting: Maintain service documentation, dashboards, and periodic review reports for internal and client stakeholders.
• Compliance & Risk Management: Ensure adherence to policies, regulatory guidelines, and service compliance standards.
• Training & Development: Facilitate skill development and training programs for service teams to enhance capabilities and productivity.
• Cross-functional Collaboration: Work with Sales, Technical, HR, and Finance teams to support new projects, transitions, and service expansions.
  

Other Requirements

Qualification

Bachelor’s degree in Business Administration, Information Technology, or a related field.

Experience

• 5-8 years of experience in service delivery, operations, or client service roles.
• Proven leadership, analytical, and problem-solving capabilities.
• Strong understanding of SLAs, KPIs, service frameworks (e.g., ITIL), and delivery metrics.
• Excellent communication and client-facing skills.
  
  

• Service Delivery & Operations Management
• Team Leadership & People Management
• Incident & Problem Management
• Analytical & Decision-Making Skills
• Organizational & Time Management
  

Good to have

• Industry-Specific Knowledge (BPO, IT etc)
• Project Management Skills
• Budgeting & Financial Acumen

About the Company

A world where outsourcing meets excellence – welcome to HTIC Global! We stand as a beacon of excellence in the outsourcing landscape of Dubai, UAE. Renowned for our commitment to quality & client satisfaction, we take pride in being one of the best outsourcing company in the UAE region. With a dedication to delivering exceptional services, we have emerged as a trusted partner in sectors like - travel, aviation, financial consultancy, insurance, etc.