Service Delivery Manager

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

About Us Sky Toll Middle East is the regional operation of Sky Toll, a leading provider of intelligent road infrastructure charging and tolling solutions, and together with VITRONIC, its sister company within ITIS Holding, it brings complementary expertise in road-user charging, intelligent transportation systems and traffic technology to the region. The establishment of Sky Toll Middle East in Dubai represents an important step in strengthening Sky Toll’s presence in the region, expanding its ability to support current and future projects across the Middle East. As part of this expansion, we are continuing to grow the Sky Toll Middle East organization and are looking for professionals who can contribute to its long-term development and success.

About the Role

The Service Delivery Manager (hereinafter referred to as “SDM”) is responsible for ensuring the delivery of services to external and internal customers in a consistent and efficient manner, in line with agreed quality standards and service performance levels. The SDM acts as the primary point of contact and the central coordination role between the service provider and the customer, managing service performance, expectations, and service improvement initiatives with the objective of ensuring and building customer trust and satisfaction.

Responsibilities

• ensuring service delivery in accordance with agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs),
• coordinating activities and work between internal teams, external suppliers, and the customer,
• managing incidents, problems, changes, and requests in line with standardized principles and agreed procedures, including monitoring compliance with planned financial costs,
• collecting, prioritizing, and coordinating the fulfillment of customer requirements such as service requests, ad-hoc requests, change requests, etc.,
• monitoring service performance, reporting, and proposing improvements in service delivery,
• building and maintaining strong customer relationships,
• identifying, monitoring, and managing risks related to service delivery,
• preparing and leading regular meetings with customers, suppliers, and other stakeholders to review and evaluate service delivery,
• collaborating on the definition and improvement of standards, processes, and key performance indicators (KPIs),
• supporting the transition of new services into operation,
• identifying business opportunities and supporting pre-sales activities.

Skills/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 Experience in service delivery / operations management