Service Delivery Lead — SLA, KPIs & Customer Relations

VITRONIC Machine Vision Middle East; Dubai; On-site; AED 300,000 - 420,000; Full time

Job summary

Sky Toll Middle East is seeking a Service Delivery Manager (SDM) to ensure high-quality service delivery to external and internal customers. You will coordinate between internal teams, suppliers, and customers, manage incidents, changes, and requests, and monitor performance against SLAs and OLAs.

You will build strong customer relationships, identify risks, lead review meetings, and support pre-sales opportunities while driving continuous service improvements across projects in the region.

Qualifications

• SLA & service delivery management.
• Incident, problem & change management.
• KPI monitoring & service reporting.
• Stakeholder & vendor coordination.
• Risk management & process improvement.
• Strong communication & problem solving skills.
• Bachelor’s degree in Business, IT, Engineering, or related field.

Responsibilities

• Ensure service delivery in accordance with SLAs and OLAs.
• Coordinate activities between internal teams, external suppliers, and the customer.
• Manage incidents, problems, changes, and requests per standardized procedures.
• Collect, prioritize, and coordinate fulfillment of customer requirements.
• Monitor service performance, report, and propose improvements.
• Build and maintain strong customer relationships.
• Identify, monitor, and manage risks related to service delivery.
• Prepare and lead regular reviews with customers, suppliers and stakeholders.
• Collaborate on standards, processes, and KPIs.
• Support the transition of new services into operation.
• Identify business opportunities and support pre-sales activities.

Skills

SLA management

Service delivery

Incident & change management

KPI monitoring

Stakeholder coordination

Risk management

Vendor coordination

Communication

Problem solving

Education

Bachelor’s degree in Business, IT, Engineering, or related field

Job description

Sky Toll Middle East is seeking a Service Delivery Manager (SDM) to ensure high-quality service delivery to external and internal customers. You will coordinate between internal teams, suppliers, and customers, manage incidents, changes, and requests, and monitor performance against SLAs and OLAs.

You will build strong customer relationships, identify risks, lead review meetings, and support pre-sales opportunities while driving continuous service improvements across projects in the region.