Client Delivery Manager – AI SaaS

Job Summary

We are seeking a highly experienced, strategic yet hands-on Client Delivery Manager to lead the delivery, scaling, and support of our AI SaaS platform across complex enterprise environments.

The ideal candidate brings a strong blend of technical fluency , compliance awareness , client relationship management , and operational discipline —while consistently identifying opportunities for growth, automation , and efficiency . You will be responsible for ensuring the smooth, compliant, and value-driven delivery of our AI platform, to clients across industries such as healthcare, energy, oil & gas, government, hospitality, and financial services .

Key Responsibilities

• Own the end-to-end delivery execution for enterprise clients, ensuring SLA compliance, platform adoption, and long-term client satisfaction.
• Adapt delivery models to meet the needs of both large enterprises and fast-growing clients.
• Work cross-functionally with engineering, product, support, and commercial teams to scale service delivery in a high-growth AI SaaS environment.
• Integrate and manage compliance frameworks (e.g., GDPR, ISO, HIPAA) without compromising delivery agility or client experience.
• Leverage AI/ML and NLP-based automation to reduce Mean Time to Resolution (MTTR) and improve Customer Satisfaction (CSAT).
• Ensure operational discipline across regions using dashboards, escalation procedures, and delivery playbooks.
• Collaborate with commercial teams to identify up sell and cross-sell opportunities through data-driven delivery insights.
• Define, measure, and report on client success metrics , including platform engagement and business outcomes—not just satisfaction scores.
• Lead critical incident recovery efforts , restoring trust and service continuity in high-stakes situations.

Qualifications, Experience, Skills & Knowledge

• Bachelor’s Degree in Computer Science, Information Technology, Business, or a related field.
• Minimum 5 years of experience in client delivery roles within SaaS, FinTech, HealthTech, or RegTech environments.
• GCC region experience (minimum 2 years) is a strong advantage .
• Proven track record in delivering complex software platforms to enterprise clients with high compliance or regulatory requirements.
• Experience with AI/ML-powered platforms , including automated triage workflows (e.g., NLP-based ticket routing or prioritisation).
• Demonstrated success in reducing MTTR and improving CSAT through intelligent automation and service optimisation .
• Consistent achievement of 99%+ SLA compliance across global or multi-regional accounts.
• Strong knowledge of cloud infrastructure (e.g., AWS) with hands-on experience in cost optimisation initiatives.
• Solid understanding of regulatory frameworks such as GDPR , ISO 27001 , and HIPAA (for healthcare clients).