Oversee end-to-end service delivery operations and ensure services meet agreed standards. Manage client relationships, performance metrics, and cross-functional teams to drive continuous improvement. Requires 5-8+ years of service delivery experience with strong leadership and stakeholder management skills.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Nice to Have
Job Description
📣🌟 We're Hiring: Service Delivery Manager
📍 Location: Bahrain (Remote)
🕒 Employment Type: Full-Time
💼 Level: Mid-Level to Senior
🌐 About Us
We are a customer-centric organization committed to delivering exceptional service experiences, operational excellence, and long-term client success. Through efficient service management, innovation, and continuous improvement, we ensure reliable service delivery that meets customer expectations and business objectives.
We value accountability, customer focus, collaboration, and service excellence.
🎯 The Role
We are seeking an experienced Service Delivery Manager to oversee service operations, manage client relationships, and ensure the successful delivery of services across the organization. The successful candidate will be responsible for maintaining service quality, monitoring performance metrics, resolving escalations, and driving continuous improvement initiatives.
This role is ideal for professionals with strong operational leadership, stakeholder management, and customer service expertise.
🚀 What You’ll Do
- Manage end-to-end service delivery operations and ensure services meet agreed standards
- Monitor service performance against SLAs, KPIs, and customer expectations
- Build and maintain strong relationships with clients, stakeholders, and internal teams
- Lead incident management, service recovery, and escalation resolution processes
- Coordinate cross-functional teams to ensure efficient service execution
- Identify operational risks and implement mitigation strategies
- Analyze service delivery performance and recommend improvement initiatives
- Develop and maintain service management processes, procedures, and governance frameworks
- Support resource planning, workforce management, and service optimization efforts
- Conduct regular service reviews and performance meetings with stakeholders
- Prepare operational reports, dashboards, and executive presentations
- Drive continuous improvement and customer satisfaction initiatives
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✅ What We’re Looking For
- Bachelor’s degree in Business Administration, Information Technology, Operations Management, Management, Engineering, or a related field
- 5–8+ years of experience in service delivery, customer success, operations management, IT services, managed services, or related roles
- Proven experience managing service delivery teams and customer-facing operations
- Strong understanding of service management principles, SLA management, and operational performance metrics
- Excellent leadership, communication, and stakeholder management skills
- Strong analytical, problem-solving, and decision-making abilities
- Experience managing escalations, service recovery, and client relationships
- Ability to work independently and effectively in a remote environment
- Strong organizational and project management skills
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🌟 Preferred Qualifications
- Certifications such as ITIL Foundation, PMP, PRINCE2, Lean Six Sigma, Agile, or similar qualifications
- Experience in SaaS, technology, telecommunications, fintech, healthcare, outsourcing, managed services, or enterprise support environments
- Familiarity with ServiceNow, Jira Service Management, Zendesk, Salesforce, Freshdesk, or similar service platforms
- Experience managing enterprise clients and complex service environments
- Knowledge of governance, compliance, and operational risk management practices
- Experience leading regional or international service operations
- Multilingual communication skills, particularly English and Arabic, are highly desirable
🌟 What We Offer
- Fully remote working arrangement based in Bahrain
- Competitive salary and performance-based incentives
- Professional development and certification support
- Exposure to regional and international service delivery operations
- Flexible and collaborative working environment
- Opportunity to lead impactful customer and operational initiatives
- Comprehensive benefits package
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