Service Delivery Manager – Managed Print Services

About the role

The Service Delivery Manager leads end‑to‑end operational performance for the Managed Print Services (MPS) portfolio in Dubai and across multiple customer sites. Reporting to the General Manager – Revenue & Service Delivery, the role ensures device uptime, SLA compliance, accurate billing and high customer satisfaction while coordinating field engineers, helpdesk staff, OEMs and subcontractors.

Key responsibilities

• Own operational performance of the assigned MPS install base, monitoring uptime and SLA adherence.
• Lead service delivery teams, including engineers, service coordinators and helpdesk personnel.
• Manage consumables fulfilment, fleet monitoring tools and escalation processes.
• Provide accurate meter‑based billing and cost‑to‑serve analysis.
• Contribute operational insights to renewals, pricing, service design and account growth.
• Travel regularly to customer and branch locations and be available for critical escalations outside standard hours.

Required profile

• 5‑8 years of experience in Managed Print Services or related field service environments.
• Proven ability to lead multi‑disciplinary teams and manage complex service contracts.
• Strong analytical mindset with experience in data‑led decision making.
• Willingness to travel frequently within the UAE.

Required skills

• Managed Print Services
• SLA frameworks
• ITIL‑based service management
• PaperCut
• FMAudit
• MIS reporting
• Meter billing accuracy
• PrintFleet
• Cost‑to‑serve analysis
• CRM systems
• Root‑cause analysis
• Incident escalation
• Microsoft Office (Excel, PowerPoint, Word)
• Dashboard creation
• Ticketing systems