Service Development Section Manager (UAEN)

Talents Tide; Dubai; On-site; AED 300,000 - 420,000; Full time

Job summary

Talents Tide is seeking a Service Development Section Manager in Dubai to lead service improvement efforts for a government cultural authority. You will shape how services are designed, delivered, and measured, driving quality, innovation, and customer experience across departments.

The ideal candidate has a Bachelor's degree and 7+ years of experience, with a proven ability to lead cross-functional teams, manage stakeholders, and stay current with government best practices in service

Qualifications

• Bachelor's degree required 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

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 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

Skills

Leadership

Stakeholder management

Cross-functional collaboration

Service development knowledge

Education

Bachelor's degree in Business Administration, Service Development, Quality Management, Innovation Management, Project Management, Public Administration, or equivalent

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