Service Delivery Manager

About the role

Smart Brands SAC is looking for a proactive Service Delivery Manager in Dubai to oversee service operations, strengthen performance standards and ensure consistent delivery against business and customer expectations. The role suits a confident leader who turns operational challenges into practical solutions and builds strong relationships with clients, stakeholders and internal teams.

Key responsibilities

• Manage day-to-day service delivery so that agreed service levels, timelines and quality standards are met.
• Lead operational teams, assign responsibilities and monitor workload, productivity and performance.
• Track SLAs, KPIs and customer satisfaction metrics.
• Act as a key contact for service escalations, coordinating timely resolutions and clear communication.
• Identify service gaps and operational risks, and implement continuous improvement initiatives.
• Coordinate with clients, vendors and internal departments to align service expectations and priorities.
• Prepare performance reports, review service trends and present recommendations to management.
• Ensure service processes follow company policies, contractual obligations and compliance requirements.

Required profile

• Bachelor's degree in Business Administration, Management, Information Technology or a related field preferred.
• Relevant experience in service delivery, operations management, client services or service performance management.
• Proven ability to coordinate teams, manage competing priorities and resolve operational issues.
• Experience of about 2 years.

Required skills

• Strong understanding of SLAs, KPIs, performance reporting and service improvement methods.
• Excellent communication, stakeholder management and negotiation skills.
• Analytical thinking and a practical, solution-oriented approach.
• Proficiency in Microsoft Office and relevant service management tools.
• Familiarity with ITIL or other service management frameworks is an advantage, especially for IT-focused roles.