Service Development Section Manager (UAEN)

Talents Tide; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

Dubai Government Cultural Authority is seeking a Service Development Section Manager to drive service quality and customer experience across the organization. You will shape design, delivery, and measurement of services and lead initiatives to raise standards and innovation.

The role covers policy implementation, training, and cross-department collaboration to improve customer satisfaction and operational efficiency in a government context.

Qualifications

• Bachelor’s degree in a related field (Business Admin, Public Admin, etc.).
• 7+ years of relevant experience in service development or operations.
• Proven track record leading high-impact programs and cross-functional teams.
• Strong stakeholder management, internal and external.

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 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 leadership

CRM systems

Quality standards

Service development trends

Education

Business Administration

Public Administration

Quality Management

Project Management

Tools

CRM system

Job description

We're hiring a Service Development Section Manager to lead service improvement efforts for a well-established government cultural authority in Dubai.

You’ll shape how the organization designs, delivers, and measures customer-facing services — driving quality standards, service innovation, and customer experience across the board.

What you’ll do:

• 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

What you’ll need:

• Bachelor’s degree in Business Administration, Service Development, Quality Management, Innovation Management, Project Management, Public Administration, or equivalent
• 7+ years of relevant experience
• Track record leading high-impact programs and cross‑functional teams
• Strong stakeholder management skills, internal and external
• Up-to-date knowledge of service development trends and government best practices