Region Service Delivery Leader - Middle East

CSG; United Arab Emirates; Remote; AED 440,000 - 551,000; Full time

Job summary

A leading telecommunications firm is seeking a Region Service Delivery Lead to manage service delivery across the Middle East. This role requires extensive experience in leadership with a focus on strategic initiatives, operational efficiency, and customer satisfaction. The ideal candidate should possess over 15 years of experience in the telecommunications sector and be fluent in English and Arabic. The position offers a chance to lead and empower teams while achieving business growth and operational excellence.

Qualifications

• 15+ years of experience in service delivery within the telecommunications sector.
• Demonstrated success in executive roles with direct P&L accountability.
• Proven ability to lead through influence and empower teams.

Responsibilities

• Define and drive the regional service delivery strategy.
• Support and coach Customer Delivery Executives (CDEs).
• Partner with Sales to identify and secure new business.
• Oversee BAU services and transformation programs.
• Own the regional P&L and achieve revenue targets.

Skills

Leadership

BSS Transformation

P&L Management

Sales Support

Fluent in English and Arabic

Job description

Reporting into the VP Customer Delivery, the Region Service Delivery role will develop and lead a best‑in‑class regional service delivery organization. The Region Service Delivery Lead is a senior executive role accountable for the strategic orchestration of all service delivery activities across the Middle East region. This leader sets the vision and direction for regional delivery, ensuring alignment with business objectives and customer expectations. While the role is primarily focused on executive leadership, the Lead must be able to engage directly with operational teams and customers when critical issues or opportunities arise.

The Regional Lead acts as a force multiplier for Customer Delivery Executives (CDEs), empowering them to deliver exceptional results while providing strategic guidance, removing obstacles, and ensuring the highest standards of performance and customer satisfaction.

Suitable candidate must be fluent in English and Arabic.

Key Responsibilities

• Executive Leadership & Strategy Define and drive the regional service delivery strategy, ensuring alignment with corporate goals and market opportunities. Serve as the executive sponsor for major accounts and transformation programs, building trusted relationships with senior customer stakeholders. Foster a culture of accountability, innovation, and continuous improvement across all delivery teams.
• Empowering Delivery Teams Support and coach CDEs, enabling them to excel in day-to-day delivery and customer engagement. Step in to provide hands‑on leadership during critical escalations, complex negotiations, or high‑impact transformation initiatives. Ensure that delivery teams have the resources, direction, and executive backing needed to succeed.
• Sales Support & Account Growth Partner with Sales to identify and secure new business, leveraging deep market insights and executive relationships. Oversee account farming strategies, ensuring existing accounts are nurtured and expanded through proactive engagement and value delivery.
• Operational Excellence & Transformation Oversee the delivery of both BAU services and large‑scale BSS transformation programs, ensuring operational rigor and agility. Champion the adoption of best practices, advanced methodologies, and innovative tools to drive efficiency and quality.
• P&L Ownership Own the regional P&L, setting and achieving ambitious revenue and margin targets. Make data‑driven decisions to optimize financial performance and resource allocation.

Qualifications & Experience

• 15+ years of progressive leadership experience in service delivery within the telecommunications (OSS / BSS) sector.
• Demonstrated success in executive roles with direct P&L accountability.
• Proven ability to lead through influence, empower high‑performing teams, and engage at all organizational levels.
• Track record of supporting sales, driving account growth, and delivering complex transformation programs.
• Fluent in English and Arabic essential ; additional languages are a plus.

Location(s)

Saudi Arabia Remote United Arab Emirates Remote

Accommodation

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CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.