Dubai Service Delivery Manager - Customer-Focused Ops

Service Delivery Manager - Dubai; Dubai; On-site; AED 250,000 - 420,000; Full time

Benefits offered by this job

Health care

Life insurance

Child education contribution

Remote working

Flexible working

Employee discounts

Job summary

The Chalhoub Group seeks a Service Delivery Manager to oversee the delivery of consumer-facing technology services from Dubai. You will ensure service support and delivery actions meet customer and business requirements while coordinating across IT, operations, and business partners.

You will lead service delivery teams, monitor performance, and drive improvements in a large-scale, multi-channel environment. A strong focus on customer experience and ITIL discipline is essential.

Qualifications

• In-depth service management experience in large-scale, diverse environments.
• Proven ability to deliver high-level, customer-focused services.
• Experience leading Service Delivery Managers across disciplines.
• Track record supporting mission-critical services in retail/ecommerce and supply chain contexts.
• Strong customer experience mindset across channels.
• Ability to influence senior stakeholders and balance service with team development.

Responsibilities

• Monitor and report on service delivery metrics and performance.
• Coordinate planned changes with customer service, change management and operations.
• Maintain relationships with technical teams, IT and business partners; communicate outages/escalations.
• Manage service delivery teams, objectives, performance, and development; use SL tools.

Skills

ITIL v3 Foundation

ITIL Lifecycle Service Operations

Service Delivery Management

Incident management

Stakeholder management

3rd party management

Customer experience focus

Education

IT/TechnologyDegree or equivalent

Tools

ITSM software

Job description

The Chalhoub Group seeks a Service Delivery Manager to oversee the delivery of consumer-facing technology services from Dubai. You will ensure service support and delivery actions meet customer and business requirements while coordinating across IT, operations, and business partners.

You will lead service delivery teams, monitor performance, and drive improvements in a large-scale, multi-channel environment. A strong focus on customer experience and ITIL discipline is essential.