Service Delivery Manager

Dicetek LLC; Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

Dicetek LLC seeks an experienced service delivery professional to govern customer accounts and ensure SLAs are met. You will monitor consumption, coordinate billing and validate data with Finance and Operations, while driving risk mitigation and continuous improvement.

The role requires managing the full customer lifecycle, cross-functional collaboration, and ensuring service performance meets agreed targets in a cloud-enabled environment.

Qualifications

• Bachelor degree in Computer Science or Electronics or any discipline.
• ITIL v4 knowledge and certification preferred.
• Experience: 7+ years in service delivery management or program management.
• Experience in supporting Oracle products and cloud platforms.

Responsibilities

• Act as the primary service delivery owner for assigned customer accounts with governance and SLA adherence.
• Monitor monthly consumption, identify overuse and deviations from entitlements.
• Ensure accurate billing, validate consumption data, and coordinate billing with cross-functional teams.
• Oversee service performance, incidents, requests, and recurring issues to maintain stability.
• Identify risks and drive corrective actions with stakeholders.
• Manage end-to-end customer lifecycle: onboarding, delivery, renewals, and terminations.
• Provide governance visibility through regular reviews and reporting.
• Collaborate with Operations, Engineering, Finance, Billing, Sales and Commercial teams.

Skills

Good communication skills

Ability to understand Oracle products

Independent with ownership

Cloud Platform experience

Education

Bachelor degree in Computer Science or Electronics or any discipline

Tools

Oracle products

Job description

• Customer Service Governance – Act as the primary service delivery owner for assigned customer accounts, ensuring effective governance, regular service reviews, and adherence to contractual commitments and agreed SLAs.




• Consumption & Usage Management – Monitor and review customer service consumption on a monthly basis, identifying overconsumption, additional usage, and any deviations from contracted entitlements.




• Billing & Revenue Assurance – Ensure all chargeable consumption and additional services are accurately captured and communicated for billing within the required timelines, minimizing the risk of missed billing and revenue leakage.




• Billing Validation & Coordination – Coordinate with Billing, Finance, Commercial, and Operations teams to validate consumption data, initiate required billing activities, and resolve billing discrepancies.




• Service Performance Management – Monitor overall service performance, SLA/KPI compliance, incidents, service requests, and recurring operational issues to maintain service stability and customer satisfaction.




• Risk & Issue Management – Proactively identify operational, commercial, and service delivery risks and drive appropriate corrective and preventive actions with relevant stakeholders.




• Customer Lifecycle Management – Maintain end-to-end oversight of the customer service lifecycle, including onboarding, operational delivery, service changes, consumption growth, renewals, and service termination where applicable.




• Reporting & Management Visibility – Maintain accurate consumption, billing, SLA, and service performance reporting and provide appropriate visibility through periodic customer and internal governance reviews.




• Cross-functional Coordination – Work closely with Operations, Engineering, Finance, Billing, Sales, and Commercial teams to ensure seamless service delivery and timely resolution of customer requirements.

Continuous Improvement – Identify opportunities to improve service governance, automate consumption and billing controls, reduce manual dependencies, and enhance overall operational efficiency.

Desired Candidate Profile

• Qualifications: Bachelor degree in Computer Science or Electronics or any discipline. Good understanding of Cloud Platform Experience in supporting Oracle products Certification in Oracle preferred Understanding of ITIL V4 and certification preferredExperience: 7+ years’ experience in Service delivery management or program management Experience in Supporting Oracle products Experience in supporting cloud platformsSkills: Good communications skills Ability to understand Oracle products Can work independently and take ownership of issues