Service Delivery Manager – Managed Print Services

About the role

The Service Delivery Manager will lead end‑to‑end operational performance for our Managed Print Services portfolio in Dubai and across multiple customer sites. Reporting to the General Manager – Revenue & Service Delivery, you will ensure device uptime, SLA compliance, accurate billing and high customer satisfaction while supporting account growth.

Key responsibilities

• Own operational performance of the Managed Print Services install base, monitoring fleet health and service metrics.
• Lead and coordinate service delivery teams, including engineers, service coordinators, helpdesk staff, OEM partners and subcontractors.
• Drive incident resolution, escalation management and root‑cause analysis to minimise downtime.
• Ensure billing accuracy through meter‑based invoicing and P&L controls.
• Provide operational insights for renewals, pricing, service design and fleet optimisation.
• Travel regularly to customer and branch locations to oversee service delivery.

Required profile

• 5‑8 years of experience in Managed Print Services or similar service delivery environments.
• Proven ability to manage multi‑site operations and lead cross‑functional teams.
• Strong understanding of SLA frameworks, ITIL‑based service management and contract administration.
• Excellent analytical and data‑driven decision‑making skills.

Required skills

• Managed Print Services
• SLA frameworks
• ITIL‑based service management
• PaperCut
• Print‑management platforms (e.g., PrintFleet, FMAudit)
• Root‑cause analysis
• Meter billing accuracy
• Excel
• Microsoft Office
• Ticketing systems

What we offer

• Dynamic, customer‑focused environment with opportunities for professional growth.
• Competitive compensation package.
• Regular travel and exposure to diverse client sites.