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service delivery manager

CNS Middle East

<div>Company Description 
CNS is a technology company that powers the future by providing digital solutions essential to support all enterprise and human development. While growing and managing a robust pool of supplier-partners for the benefit of our clients has always been a priority, we are constantly re-inventing ourselves. 
Founded in 1987 with more than 30 years of experience, CNS employs over 320 employees including more than 250 certified engineers. We offer in-depth expertise and a range of best-in-class products that support the digital transformation of all major industries. With offices in three countries, we have an extensive reach into, and regional knowledge of the Middle East markets. 
A shift into levering our many years of experience to develop pioneering software in-house will add yet another dimension to our highly innovative solutions-portfolio. 
Job Description 
Responsible for managing end-to-end IT service delivery across multiple accounts, ensuring SLA compliance, operational excellence, and customer satisfaction. Oversee daily operations, team performance, and service governance in line with ITIL standards. Coordinate with internal teams and vendors to deliver reliable managed services, drive process improvements, and maintain strong client relationships with key stakeholders such as EHS, MOHAP, and IACAD.
DUTIES &amp; RESPONSIBILITIES<ul><li>
Oversee end-to-end IT service delivery for clients, ensuring adherence to SLAs, KPIs, and contractual obligations.</li><li>
Lead and manage on-site and offshore support teams, including Service Desk, NOC, Network, and Infrastructure resources.</li><li>
Conduct regular governance and review meetings with clients to present service performance, improvement plans, and incident trends.</li><li>
Manage the incident, problem, and change management processes in compliance with ITIL standards.</li><li>
Monitor and ensure high service availability, quick issue resolution, and effective escalation management.</li><li>
Collaborate with internal departments (HR, Finance, Procurement, and Logistics) to ensure smooth resource and operational management.</li><li>
Drive continuous service improvement initiatives, including automation, proactive monitoring, and process optimization.</li><li>
Prepare and present monthly performance and SLA reports, highlighting service metrics, CSAT, and action plans.</li><li>
Manage resource planning, hiring, replacements, and performance reviews in coordination with HR and project leads.</li><li>
Ensure cost efficiency and margin control while maintaining high-quality service delivery.</li><li>
Oversee vendor coordination for renewals, upgrades, and issue resolutions (e.g., Cisco, Dynatrace, ManageEngine, VMware, etc.).</li><li>
Maintain strong client relationships with IT Directors and senior stakeholders, acting as a single point of contact (SPOC) for all service-related matters.</li><li>
Ensure compliance with organizational policies, governance frameworks, and audit requirements.</li></ul> 

Qualifications 
Education<ul><li>
Bachelor&rsquo;s degree in Information Technology, Computer Science, or related field</li><li>
Master&rsquo;s Degree in IT Management, Business Administration (MBA), or related field is Desired.</li></ul>
Experience<ul><li>
Minimum 8&ndash;10 years of experience in IT operations or service delivery, including 3&ndash;5 years in a managerial role</li><li>
Experience managing large-scale managed service contracts for government or healthcare sectors (Desired)</li></ul>
Skills &amp; Abilities<ul><li>
Strong leadership, communication, and stakeholder management skills</li><li>
In-depth understanding of ITIL processes (Incident, Problem, Change, Asset, and Service Request Management)</li><li>
Proven ability to manage cross-functional teams and ensure SLA compliance</li><li>
Excellent reporting, analytical, and coordination skills</li></ul>
Desired:<ul><li>
ITIL v4 Certified</li><li>
PMP or equivalent project management certification</li><li>
Experience in automation, monitoring tools (e.g., Dynatrace, ManageEngine, BMC Helix)</li><li>
Strong financial and contractual management capabilities</li></ul> 
Additional Information<div></div> 
Compliance with policies and procedures based on the ISO standards adopted by CNS.</div>

Service Delivery Manager

DXC Technology

Key Responsibilities: <ul> <li>Oversee the end-to-end delivery of ServiceNow solutions and services, ensuring they are delivered on time, within scope, and within budget.</li> <li>Manage and lead the ServiceNow delivery team, including developers, administrators, and business analysts.</li> <li>Ensure adherence to ITIL and other relevant best practices in service management.</li> </ul> Client Relationship Management: <ul> <li>Serve as the primary point of contact for clients regarding ServiceNow services and support.</li> <li>Build and maintain strong relationships with clients, understanding their needs, and ensuring their satisfaction with ServiceNow services.</li> <li>Conduct regular service review meetings with clients to discuss performance, improvements, and future needs.</li> </ul> Project Management: <ul> <li>Lead and manage ServiceNow implementation projects, including planning, execution, monitoring, and closing phases.</li> <li>Develop and maintain project plans, schedules, and budgets.</li> <li>Ensure effective communication and coordination among project stakeholders.</li> </ul> Quality Assurance and Improvement: <ul> <li>Implement and monitor quality assurance processes to ensure the delivery of high-quality ServiceNow solutions.</li> <li>Identify opportunities for service improvements and implement changes to enhance service delivery.</li> <li>Conduct post-implementation reviews and lessons learned sessions to continuously improve service delivery processes.</li> </ul> Team Leadership and Development: <ul> <li>Provide leadership, mentorship, and development opportunities to the ServiceNow delivery team.</li> <li>Conduct regular performance reviews and provide constructive feedback.</li> <li>Foster a collaborative and high-performing team culture.</li> </ul> Service Monitoring and Reporting: <ul> <li>Monitor service performance metrics and ensure adherence to Service Level Agreements (SLAs).</li> <li>Prepare and present regular service performance reports to clients and senior management.</li> <li>Proactively identify and resolve service issues to minimize disruptions and maintain service quality.</li> </ul>

ServiceNow Service Delivery Manager

Confidential Company

<ul><li>Track and monitor service requests and work orders, ensuring they are resolved within agreed SLAs.</li><li>Coordinate with technicians, authorized service centers, and third-party vendors to ensure timely service delivery.</li><li>Follow up with external service vendors to ensure adherence to contractual terms and compliance requirements.</li><li>Maintain service records and provide regular reports on SLA performance, compliance, and outstanding cases.</li><li>Ensure customer complaints and escalations are handled promptly and resolved to satisfaction.</li><li>Support the Service Manager in identifying process gaps and recommending improvements in service operations.</li><li>Ensure proper documentation, warranty validation, and closure of work orders.</li><li>Collaborate with logistics and parts teams to ensure timely availability of spare parts required for service.</li></ul>

Service Delivery Executive

Emirates Flight Catering

<div>
 
 
 Business Unit Purpose
 
 
 
 To ensure seamless and efficient delivery of airline catering and related operational services by maintaining high standards of performance, safety, and customer satisfaction, in alignment with company objectives and service-level agreements (SLAs).
 
 
 
 
 
 
 Job Purpose
 
 
 
 To manage day-to-day operations across all assigned functions, ensuring the timely and efficient delivery of airline catering services in compliance with SLAs, performance targets, and other key operational indicators.
 
 
 
 
 
 
 Key Result Areas (KRAs)
 
 
 <ul>
 <li>
 Ensure compliance with all relevant operational standards, safety protocols, and regulatory requirements. Promptly review and manage incidents, implementing corrective and preventive actions where necessary.
 </li>
 <li>
 Monitor operational performance across all functions to achieve optimal service delivery. Support management in meeting established key performance indicators (KPIs).
 </li>
 <li>
 Collaborate with internal and external stakeholders to ensure that service delivery expectations are met, promptly addressing issues and recommending solutions.
 </li>
 <li>
 Coordinate with all departments to maintain operational resilience, effectively managing disruptions and escalating to senior management when business continuity measures are required.
 </li>
 <li>
 Drive and support the implementation of LEAN processes, ensuring operational efficiency and timely delivery in accordance with established handover schedules and safety standards.
 </li>
 <li>
 Implement approved operational processes, guide Assistant Operations Managers, and identify risks, gaps, opportunities, or new technologies that could enhance efficiency or compliance.
 </li>
 <li>
 Manage and evaluate team performance, addressing underperformance and recognising high-potential employees. Intervene constructively to resolve workplace conflicts and maintain a positive team environment.
 </li>
 <li>
 Coach and mentor both direct and indirect reports to achieve service excellence, encouraging continuous learning and professional development within the team.
 </li>
 <li>
 Review and monitor manpower requirements, identify variances, and provide recommendations to the Senior Operations Manager. Support management during talent acquisition and succession planning.
 </li>
 <li>
 Lead daily shift operations across all functional areas to ensure efficient and timely delivery of airline catering services aligned with SLAs, PTS, and key performance benchmarks.
 </li>
 </ul>
 
 
 
 
 
 Job Context
 
 
 
 The Operations Manager works within established operational frameworks and practices while ensuring adaptability to dynamic business needs. The role requires staying current with industry trends, regulatory changes, and operational innovations that may impact or improve existing processes.
 
 
 
 
 
 
 Knowledge, Skills &amp; Minimum Experience
 
 
 
 
 Education &amp; Qualifications:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree or equivalent qualification (mandatory).
 </li>
 <li>
 Certification in Lean Six Sigma (preferred).
 </li>
 </ul>
 
 
 Experience &amp; Knowledge:
 
 
 <ul>
 <li>
 Minimum of 7 years&rsquo; experience leading large-scale operational activities within logistics, catering, or an airside environment.
 </li>
 <li>
 Proven track record in implementing operational efficiency initiatives and service improvement programs.
 </li>
 </ul>
 
 
 Skills:
 
 
 <ul>
 <li>
 Strong communication and interpersonal skills across all organisational levels.
 </li>
 <li>
 Results-oriented, with excellent analytical and problem-solving capabilities.
 </li>
 <li>
 Ability to build and maintain effective relationships with internal and external stakeholders.
 </li>
 <li>
 Skilled in challenging existing processes constructively to drive continuous improvement.
 </li>
 <li>
 Proficient in analysing quantitative and qualitative data to support strategic decision-making.
 </li>
 </ul>
 
 
</div>

Operations Manager

Job Description:The Service Manager has a daily operations responsibility to run and manage the processes execution (i.e. Incident, Change, Problem Management and Capacity Management).Ensure delivery teams are aware of all the processes, procedures and available documentation.Participate to internal delivery reviews and meetings, drives delivery toward excellence and proactivity.CommunicationInterfacing with the client IT Leadership and VIP community members.Interfacing with Customer counterparts (Process owners, Service Management Function).Communicate service status and issues to Client IT Leadership.Incident ManagementManage the incident lifecycle, including detection, logging, classification, prioritization, investigation, resolution, and closure of incidents.o Coordinate with IT teams and service desk to ensure timely resolution of incidents and minimize downtime.o Escalate incidents as necessary according to established escalation processes.o Communicate incident status, impact, and resolution progress to stakeholders, including users and management.o Conduct post-incident reviews to identify root causes and ensure continuous improvement in incident management processes.o Maintain and update the incident management process documentation and ensure compliance with ITIL or other relevant frameworks.o Develop and deliver training on incident management processes and tools to IT staff.o Collaborate with Problem and Change Managers to ensure seamless coordination between incident, problem, and change management processes.Skills &amp; Requirementso Expertise in incident management and coordination.o Strong analytical and problem-solving skills.o Excellent communication and interpersonal skills.o Ability to work under pressure and manage high-stress situations.o Strong organizational and multitasking skills.

On-site - Incident Manager

The Emirates Group

<div><h5 class="jobSectionHeader">Job Purpose
</h5>Join our Service Delivery team, where you will be part of a dynamic group responsible for delivering exceptional experiences to our customers. Service Delivery oversees key business areas, including Catering, Product, Retail, In-Flight Entertainment and Connectivity, Cabin Crew Management, the Cabin Crew Centre of Excellence, and Uniform Standards &amp; Development&mdash;each fundamental to our global operations.
If you are passionate about excellence in customer experience and performance management, we invite you to apply for this role and contribute to the success of the Emirates Group, working with our Cabin Crew Management Team. As the world&rsquo;s largest international airline, this team plays a crucial role in shaping our brand and ensuring world-class standards across every touchpoint.
In collaboration with Manager Corporate Uniform and Appearance, as a Corporate Uniform &amp; Appearance Manager you will manage the designated stakeholders from the Emirates Group for all uniform requirements from concept to delivery, ensuring alignment with departmental needs, budgets, and timelines. Maintain uniform standards that reflect the brand identities. You will work closely with Procurement and Logistics while overseeing design, development, and allocation.
In this role you will:
<div><ul><li>Collaborate with the Business Unit Managers to identify uniform needs, including new designs, rebranding, and short-term solutions.
</li><li>Develop and present detailed uniform proposals to senior management for approval.
</li><li>Provide product specifications covering brand, quality, safety, and regulations. Lead tender promotions, review submissions, and conduct wearer trials to ensure standards are met.
</li><li>Recommend and finalize supplier choices with Procurement &amp; Logistics, ensuring quality, budget compliance, and timely delivery.
</li><li>Plan and oversee uniform rollout from ordering to implementation, ensuring brand consistency, staff readiness, and smooth stakeholder coordination.
</li><li>Continuously develop and review uniform standards, collaborating with training teams and all relevant stakeholders to embed guidelines in manuals and communications.
</li><li>Determine uniform allocations and replacement costs, working with Finance and Environmental teams to improve processes and manage sustainable disposal or recycling.
</li><li>Lead a team including Emirates Beauty Hub representatives, Uniform Standards Officers, and Specialists. Ensure daily operations are carried out efficiently, effectively, and aligned with service standards.
</li></ul></div><h5 class="jobSectionHeader">Qualification
</h5>To be considered for the role, you must meet the below requirements:
<div><ul><li>Completed Degree or Honours (12+3 or equivalent).
</li><li>Have at least 8 years of experience in In-Flight Service, In-flight Administration, Fashion, Retail or Hospitality.
</li><li>Have an understanding of design principles and techniques relevant to product development.
</li><li>Possess knowledge of raw materials, manufacturing processes, quality control, cost management, and efficient distribution.
</li><li>Be skilled in strategic planning, resource allocation, leadership, and coordinating teams and projects to achieve objectives.
</li><li>Maintain awareness of fashion trends and high-end retail standards to align products with market expectations and brand image.
</li><li>Display the ability to lead cross-functional teams and ensure operational effectiveness across the roles.
</li></ul></div>At Emirates, we&rsquo;re committed to helping our people grow and thrive. If you're ready for a rewarding and challenging career, apply today and become part of our world-class team.
<h5 class="jobSectionHeader">Salary &amp; benefits
</h5>Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays worldwide.
Discover what it&rsquo;s like to live and work in our fast-paced, cosmopolitan home city by visiting the Dubai Lifestyle section on our career&rsquo;s website: www.emirates.com/careers.</div>

Corporate Uniform Standards and Appearance Manager

Udemy

Join Udemy. Help define the future of learning.Udemy is an AI-powered skills acceleration platform built to help people and teams grow. It s personalized, practical, and focused on real-world impact.Our mission is simple: to transform lives through learning. Your work helps people around the world build skills they can use, whether they re picking up something new or leveling up to stay ahead.Over 80 million learners and 17,000 businesses already learn with Udemy. If you re excited by change, energized by learning, and ready to have a real impact, you ll feel right at home.Learn More About Us On Our Company Page.Where we WorkUdemy is a global company headquartered in San Francisco, with additional U.S. offices in Denver and Austin, and international hubs in Australia, India, Ireland, Mexico, and T rkiye.About Your SkillsStrategic PlanningYou excel at defining organizational strategy, allocating resources, and setting strategic goals that guide service delivery to achieve long-term customer success and retention. You understand that services in a SaaS company are designed to ensure customer satisfaction, stickiness, positive business outcomes, and ultimately customer retention, ideally in a cost-neutral way..Program ManagementYou coordinate and oversee multiple related projects to ensure alignment with organizational goals and improve overall performance cross-functionally. You orchestrate complex service delivery across teams, ensuring seamless execution and maximum client value.Stakeholder ManagementYou identify stakeholders, determine their influence, develop communication management plans, and influence stakeholders through strategic engagement. You build trusted relationships across all levels of client organizations and internal teams.Change ManagementYou prepare, support, and guide individuals, teams, and organizations through transitions to achieve desired outcomes and ensure successful implementation of changes. You lead transformation initiatives that enhance service delivery and organizational capability.About This RoleAs a Senior Director of Professional Services, you will be responsible for leading our professional services organization to deliver exceptional client outcomes while driving strategic growth and operational excellence. This role requires a visionary leader who can scale service delivery capabilities, build high-performing teams, and establish Udemy as a trusted partner in our clients' transformation journeys.You will work closely with executive leadership to define and execute the professional services strategy, ensuring alignment with company-wide objectives and market demands. This position offers the opportunity to shape the future of how Udemy delivers value to enterprise clients through innovative service offerings and best-in-class delivery methodologies.What You'll Be DoingDevelop and execute comprehensive professional services strategy aligned with company goals and market opportunities Lead and scale a high-performing team of service delivery professionals, consultants, and project managers Partner with sales and customer success teams to identify service opportunities and drive revenue growth Establish and maintain service delivery standards, methodologies, and quality assurance processes Build and nurture strategic relationships with key enterprise clients and stakeholders Oversee complex, multi-phase client engagements from initiation through successful completion Drive continuous improvement initiatives to enhance service delivery efficiency and client satisfaction Collaborate with product and engineering teams to influence product roadmap based on client feedback and market insights Manage a services P&amp;L, understanding key business levers and their business impact. What You'll Have12+ years of progressive leadership experience in professional services or consulting roles Proven track record of building and scaling professional services organizations at Enterprise B2B SaaS companies. Deep expertise in enterprise learning and development, talent transformation, or related domains Strong background in managing complex, high-value client engagements with C-level stakeholders Experience leading cross-functional teams and driving results in matrix organizations Demonstrated success in developing service offerings that drive significant revenue growth Excellence in strategic planning, operational execution, team development and cross-functional collaboration Outstanding communication and presentation skills with ability to influence at all organizational levels At Udemy, we strive to be transparent around compensation.&nbsp;

Senior Director, Professional Services

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