Government Service Excellence Lead

Talents Tide; Dubai; On-site; AED 300,000 - 520,000; Full time

Job summary

Talents Tide is seeking a Service Development Section Manager in Dubai to lead service improvement efforts for a government cultural authority. You will define the delivery standards, drive quality, and shape customer experiences across departments.

The role requires 7+ years in service development or public administration, strong stakeholder skills, and experience with cross-functional teams. Emirati nationals only, with emphasis on public sector excellence.

Qualifications

• Bachelor's degree or equivalent in business, service development, quality management, innovation management, project management, public administration or related field.
• 7+ years of relevant experience in service development or public sector programs.
• Proven track record leading high-impact programs and cross-functional teams.
• Strong stakeholder management skills, with internal and external partners.
• Up-to-date knowledge of service development trends and government best practices.

Responsibilities

• Lead the section's operational plan, budget, and performance indicators for service quality.
• Set and enforce policies, procedures, and standards for service delivery.
• Run customer experience initiatives: surveys, mystery shopping, satisfaction tracking and improvement programs.
• Manage and integrate the CRM system across departments.
• Apply the Global Star Rating System and track compliance.
• Lead training programs so frontline staff consistently deliver high-quality service.
• Handle escalated complaints and turn them into improvement opportunities.
• Represent the section in service development committees and meetings, internally and at government level.

Skills

Stakeholder management

Cross-functional teams

Service development

Quality management

Project management

Education

Bachelor's degree in Business Administration

Bachelor's degree in Service Development

Bachelor's degree in Public Administration

Job description

Talents Tide is seeking a Service Development Section Manager in Dubai to lead service improvement efforts for a government cultural authority. You will define the delivery standards, drive quality, and shape customer experiences across departments.

The role requires 7+ years in service development or public administration, strong stakeholder skills, and experience with cross-functional teams. Emirati nationals only, with emphasis on public sector excellence.