Service Delivery Manager jobs in United Arab Emirates

Job summary

A leading technology provider in the UK is seeking a Service Delivery Manager. This role involves leading the delivery of IT services for key customer accounts, ensuring service excellence and driving account growth. Candidates should demonstrate strong stakeholder engagement, governance across service management, and a commitment to continuous improvement. This position offers a salary of up to £60,000 and the opportunity to work in Birmingham with travel to customer sites.

Benefits

Qualifications

• Effective collaboration with team members across different locations using virtual communication tools.
• Strong administrative and reporting skills.
• Understanding of risk management for protecting clients and service providers.
• Broad technical understanding of IT infrastructure, Cloud services, networking, and security.
• Strong leadership, communication, and stakeholder management skills at all levels.
• Experience operating in a fast-changing environment.
• Ability to influence stakeholders, change opinions, and impact decision outcomes with persuasive skills.
• Capability to integrate service performance and customer satisfaction data to identify trends, prioritize issues, and create improvement plans.
• Experience managing successful service delivery using SLAs, KPIs, proactive engagement, escalation management, and regular service reviews.
• Commercial awareness and acumen to prioritize customer demands and internal resources while managing customer growth and cost-to-serve.

Responsibilities

• Respond to customers according to documented procedures.
• Act as an internal advocate for customers.
• Establish and maintain clear, professional relationships with customer stakeholders.
• Gather client feedback and monitor satisfaction levels.
• Plan and communicate shifting priorities effectively.
• Support communication with planned works and maintenance.
• Maintain awareness of complaint handling processes.
• Maintain Service Operations Manuals for named accounts.
• Maintain accurate records of services delivered.