Service Delivery Manager

Job description

• Lead and manage a team of 2 service delivery specialists and multiple BPOs to ensure high-quality support for customers, merchants, and riders in Dubai.
• Oversee end-to-end service delivery operations, including special cases, issue resolution, escalation management, and performance tracking.
• Collaborate with cross-functional teams to improve service efficiency and customer satisfaction metrics.
• Develop and implement best practices for service operations, ensuring compliance with company standards and local regulations.
• Monitor service KPIs and provide regular reports to senior management on team performance and improvement opportunities.
• Bachelor’s degree in Business Administration, Operations, or a related field.
• Minimum of 3 years of experience in service delivery, customer support, or operations management.
• Proven experience leading small teams with strong coaching and mentoring skills.
• Excellent communication and problem-solving abilities in a fast-paced environment.
• Fluent in English; Arabic is required.
• Opportunity to work in a dynamic, international environment based in Dubai.
• Play a key role in shaping service delivery strategies for a growing customer base.
• Competitive compensation package with performance-based incentives.
• Supportive leadership culture with opportunities for career advancement.
• Exposure to diverse markets and collaboration with global teams.