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service delivery manager

Sulava MEA

<div>
 As a Service Delivery Manager at Sulava MEA, you will be the cornerstone of customer success, owning end-to-end delivery of Copilot transformation programs using our Frontier Firm Live framework. You will lead multidisciplinary teams, manage complex enterprise engagements, and ensure promised outcomes translate into measurable business value. This role demands a customer-obsessed leader who can bridge strategic vision with operational excellence whilst building lasting relationships with C-suite stakeholders.
 
 
 You will coordinate delivery across all five Frontier Firm Live streams: Strategy &amp; Innovation, Learning &amp; ACM, Agentic &amp; Power AI, Delivery Management, and Technology &amp; Cybersecurity.
 
 
 Key Responsibilities
 
 
 Programme Leadership
 
 
 <ul>
 <li>
 Own customer relationships and overall project success from kickoff to value realization
 </li>
 <li>
 Manage and coordinate delivery across all five Frontier Firm Live streams
 </li>
 <li>
 Track progress, milestones, and deliverables against agreed scope and timelines
 </li>
 <li>
 Ensure alignment between AI initiatives and customer business objectives
 
 
 </li>
 </ul>
 Stakeholder Management
 
 
 <ul>
 <li>
 Serve as primary escalation point for project issues and strategic decisions
 </li>
 <li>
 Lead executive steering meetings, bi-weekly sponsor meetings, and quarterly business reviews (QBRs)
 </li>
 <li>
 Build and nurture relationships with customer sponsors, decision-makers, and Microsoft partners
 </li>
 <li>
 Present business value and ROI to C-suite audiences
 
 
 </li>
 </ul>
 Team Coordination
 
 
 <ul>
 <li>
 Helping in resource allocation along with the internal service manage, capacity planning, and deliver best quality to the customer with the help of all assigned stream members
 </li>
 <li>
 Remove impediments and provide hands-on support to delivery teams (&ldquo;Smoothies&rdquo;)
 </li>
 <li>
 Coach and mentor consultants to elevate customer experience
 </li>
 <li>
 Foster collaboration across our diverse, multi-national team
 
 
 </li>
 </ul>
 Quality &amp; Governance
 
 
 <ul>
 <li>
 Ensure adherence to Sulava MEA delivery standards, quality assurance, and best practices
 </li>
 <li>
 Manage risks, change requests, and scope variations proactively
 </li>
 <li>
 Validate AI-generated and consultant-created content before customer delivery
 </li>
 <li>
 Implement governance frameworks aligned with Microsoft standards
 
 
 </li>
 </ul>
 Value Realisation
 
 
 <ul>
 <li>
 Align delivery with customer KPIs, OKRs, and strategic objectives
 </li>
 <li>
 Report on Copilot adoption metrics, usage data, and measurable business outcomes
 </li>
 <li>
 Identify opportunities for programme expansion and follow-on engagements
 
 
 </li>
 </ul>
 
 Required Qualifications
 
 
 
 Education &amp; Experience
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Computer Science, Business, Engineering, or related field; Master&rsquo;s/MBA preferred
 </li>
 <li>
 8+ years in service delivery, programme management, or customer success roles
 </li>
 <li>
 5+ years managing enterprise-scale digital transformation or AI adoption programmes
 </li>
 <li>
 Proven track record delivering to C-suite stakeholders in complex environments
 
 
 </li>
 </ul>
 Technical Competencies
 
 
 <ul>
 <li>
 Deep expertise in Microsoft 365 ecosystem (Copilot, Teams, SharePoint, Power Platform)
 </li>
 <li>
 Solid understanding of AI technologies, agentic AI, and enterprise adoption frameworks
 </li>
 <li>
 Familiarity with cloud migration, identity management (Entra ID), security &amp; compliance (Defender, Purview)
 </li>
 <li>
 Experience with Azure AI services is a strong advantage
 
 
 </li>
 </ul>
 Professional Skills
 
 
 <ul>
 <li>
 Prosci, ADKAR, or equivalent Change Management certification (highly desirable)
 </li>
 <li>
 PMP, PRINCE2, Agile, or Scrum certifications preferred
 </li>
 <li>
 Exceptional communication, public speaking, and executive engagement abilities
 </li>
 <li>
 Customer obsession with a consultative, solutions-oriented mindset
 </li>
 <li>
 Conflict resolution, negotiation, and influencing skills
 
 
 </li>
 </ul>
 People &amp; Leadership
 
 
 <ul>
 <li>
 Proven ability to inspire, coach, and develop high-performing teams
 </li>
 <li>
 Cross-cultural collaboration experience essential for MEA region
 </li>
 <li>
 Comfortable working in a fast-paced, entrepreneurial environment
 </li>
 <li>
 Embody Sulava MEA&rsquo;s values: curiosity, courage, and collaboration
 
 
 </li>
 </ul>
 Language Requirements
 
 
 <ul>
 <li>
 Fluent English (written and spoken) is mandatory
 </li>
 <li>
 Arabic proficiency is a strong advantage for local stakeholder engagement
 
 
 </li>
 </ul>
 What Success Looks Like
 
 
 Within your first 6&ndash;12 months, you will:
 
 
 <ul>
 <li>
 Successfully lead 2&ndash;3 major Frontier Firm Live customer engagements
 </li>
 <li>
 Build trusted relationships with customer executives and become their go-to advisor
 </li>
 <li>
 Drive measurable AI adoption and business value
 </li>
 <li>
 Contribute to our rapidly growing presence in Saudi Arabia
 </li>
 <li>
 Work closely with Microsoft
 </li>
 </ul>
</div>

Service Delivery Manager

Ten Lifestyle Group

<div>At Ten our goal is simple, to become the most trusted service business in the world.
We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees. We deliver our service through a combination of Ten&rsquo;s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to innovate and to keep inspiring and to continue to improve the lives of millions of members. Will you help take us there?
Your role involves driving commercial growth, operational excellence, service quality, and client satisfaction while inspiring and developing a high-performing leadership team. The priority for this role is delivering measurable impact through strategic leadership and operational efficiency for the KSA and Middle East business. You will work closely with Service operations teams, Client Services, Proposition, Technology, Finance, and People teams on implementing market-specific growth strategies and innovations aligned with Ten&rsquo;s global vision.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The information below is representative of the work performed in this position; however, it is not all-inclusive. Duties and responsibilities are subject to change based on business needs. Scope of role is defined outside of the job description.
Service Delivery<ul><li>
Hold end-to-end accountability for service delivery and operational performance for the country, ensuring consistently high-quality, resilient, and scalable services for scheme members in line with contractual commitments and Ten&rsquo;s global standards.</li><li>
Hold direct accountability for country operations, including leadership oversight of all delivery locations supporting country contracts, ensuring seamless, compliant, and effective cross-location service delivery.</li><li>
Ensure service models, processes, and capabilities are fit for current and future client needs, working closely with Service Operations, Technology, and Proposition teams to drive continuous improvement.</li><li>
Lead the response to material service risks, issues, or failures, ensuring rapid resolution, clear client communication, and sustainable corrective actions.</li><li>
Balance service excellence with commercial performance, ensuring client satisfaction outcomes (including NPS and CSAT) are achieved without compromising efficiency or margin.</li><li>
Define and deliver market-specific growth strategies, scaling services, capabilities, and partnerships in line with client demand and commercial objectives.</li></ul>
People Leadership<ul><li>
Lead, coach, and develop the regional leadership team, setting clear expectations, role-modelling Ten&rsquo;s values, and building a strong succession pipeline for critical roles.</li><li>
Create a high-performance culture with clear accountability, ensuring teams are engaged, capable, and aligned to business priorities.</li><li>
Partner closely with People teams to shape workforce strategy, including talent planning, capability development, engagement, and retention.</li></ul>
Governance &amp; Country accountability
<ul><li>Hold full accountability for the overall performance of the country business, including people, operations, service delivery, and commercial outcomes, ensuring the market operates as a sustainable, high-performing entity within Ten.</li><li>
Own financial performance for the country, with accountability for revenue growth, cost control, and margin delivery in line with agreed targets and budgets.</li><li>
Hold accountability for strong governance, risk management, and compliance, with particular focus on local market, regulatory, and contractual requirements.</li><li>
Exercise sound judgement and timely decision-making, balancing commercial ambition with operational, regulatory, and reputational risk, escalating issues appropriately to protect clients, people, and the business.</li><li>
Take accountability for country performance issues, ensuring appropriate escalation, transparent communication, and decisive corrective action.</li><li>
Act as a responsible steward of the business, role-modelling ethical leadership, transparency, and accountability in all decisions and interactions.</li><li>
Act as the senior external representative for the country, building trusted relationships with clients, partners, and key stakeholders, and strengthening Ten&rsquo;s reputation in the market.</li></ul>
Requirements
Bachelor&rsquo;s degree in business administration or related field (MBA preferred). Minimum 7+ years in senior operational leadership roles with full P&amp;L accountability. Proven success in managing multi-location teams and complex operations. Expertise in luxury, hospitality, travel, or concierge services.
ROLE SPECIFIC COMPETENCIES:
<ul><li>Demonstrates senior-level experience with a strong entrepreneurial mindset and is comfortable providing both strategic leadership and hands-on attention to detail.</li><li>
Experience of Ultra high net worth customer service in a Travel or associated business
</li><li>Record of success in senior operational leadership managing multi-location teams and complex operations
</li><li>Knowledge and expertise in luxury, hospitality, travel, concierge.</li><li>
Demonstrated ability to commercial growth, operational excellence, and service quality
</li><li>Ability to promote service excellence and client-centric operations
</li><li>Strong / Excellent / Exceptional strategic thinking, communication, and relationship-building skills
</li><li>Experience in implementing growth strategies and optimizing operational efficiency
</li><li>Microsoft Office (Excel, Word, PowerPoint)</li></ul>
Location: Riyadh - Saudi Arabia (100% on site)
Benefits
At Ten, employees are at the heart of everything.
The company promotes a culture of recognition &ndash; through regular performance reviews and the annual Extra Mile Awards for outstanding achievements. Employees are encouraged to incorporate their personal goals and interests into their careers and receive support on their development journey.
What Ten offers:<ul><li>
Attractive compensation package: Competitive salary, performance-based bonus, and the Ten Loyalty Rewards program</li><li>
Vacation policy: Paid vacation plus one additional day for volunteer work</li><li>
Sabbaticals: One month of paid leave every five years</li><li>
Remote Working Holidays</li><li>
Exclusive employee discounts: Access to exclusive travel and lifestyle offers, just like our premium clients</li><li>
International clientele: Manage a high-quality portfolio with excellent service</li><li>
Dynamic work environment: Diverse tasks in an international team</li><li>
Career opportunities: Development prospects in an agile, growing company</li><li>
Inclusive company culture: Diversity and collaboration are highly valued</li></ul><h3 class="jobSectionHeader">
About Us</h3>
Ten Lifestyle Group is a global luxury concierge service and offers a unique opportunity to become part of a dynamic team in our travel department. Our clients and employees are at the center of everything we do. We support High-Net-Worth (HNW) and Ultra-High-Net-Worth (UHNW) clients in organizing their leisure and luxury travel.
Our goal at Ten is simple: We want to become the world&rsquo;s most trusted service company. We deliver our service through a combination of our unique, technology-enabled platform and the expertise of our highly qualified lifestyle managers. Ten is growing rapidly and has ambitious plans to continue innovating and improving the lives of our members.
As a certified B Corp, Ten Lifestyle Group is part of a global community of companies committed to making a positive impact on society and the environment.
Our Commitment to Diversity:
We promote diverse perspectives, cultures, and experiences. Diversity is a core part of our company philosophy, and we are committed to an inclusive work environment. All aspects of our collaboration &ndash; from hiring to promotion &ndash; are based on performance, competence, commitment, and business needs.
Ten works exclusively with a selected list of preferred recruitment agencies. Please note that we are currently not accepting any additional agencies. Ten Group is not responsible for fees related to unsolicited applications.</div>

General Manager

<div>
 
 Job Purpose
 
 
 
 The role holder is responsible for coordinate with internal teams, Managed Services Providers, other sectors and external stakeholders to maintain service quality through regular alignment meetings and joint reviews. The role holder shall carry out his duties in accordance with the stipulated business policies and procedure
 
 
 
 Job Responsibility
 
 
 
 <ul>
 <li>
 Act as the primary interface with all sectors involved in service delivery for &lsquo;Special Services&rsquo; customers, ensuring seamless communication
 </li>
 <li>
 Build strong relationships with &lsquo;Special Services&rsquo; stakeholders through regular updates, service reviews, and proactive communication tailored to their needs
 </li>
 <li>
 Provide personalized service, addressing unique requirements and concerns through a dedicated team
 </li>
 <li>
 Conduct regular feedback sessions to identify and implement improvements, using structured surveys and one-on-one interviews
 </li>
 <li>
 Collaborate closely with the Royal team for real-time visibility and management of services.
 </li>
 <li>
 Facilitate seamless communication and coordination among network, IT, and business teams through regular cross-functional workshops
 </li>
 <li>
 Ensure team members are certified in critical domains and disaster recovery.
 </li>
 <li>
 Coordinate with internal teams, Managed Services Providers, other sectors and external stakeholders to maintain service quality through regular alignment meetings and joint reviews
 </li>
 <li>
 Build a high-mobilization strategy for emergencies, detailing resources, communication protocols, and predefined roles to activate a war room within minutes
 </li>
 <li>
 Ensure adherence to regulatory and compliance standards specific to critical services
 </li>
 <li>
 Maintain documentation and audit readiness for all processes and systems, conducting periodic internal audits
 </li>
 <li>
 Monitor and enforce contractual obligations with managed services providers and partners through regular performance reviews and SLA compliance checks
 </li>
 <li>
 Stay updated on industry trends and implement best practices to maintain a competitive edge, including participation in industry forums and partnerships
 </li>
 <li>
 Take all necessary measures, including mobilizing resources, initiating strategic initiatives, and making decisions, to achieve these objectives and uphold the highest standards of service delivery for the &lsquo;Special Services&rsquo; customer segment
 
 
 </li>
 </ul>
 
 Job Responsibility (cont.)
 
 
 
 
 Years Of Experience
 
 
 
 <ul>
 <li>
 Minimum of 6 years of experience in a related discipline
 
 
 </li>
 </ul>
 
 Nature Of Experience
 
 
 
 <ul>
 <li>
 Prior experience in - within the Telecommunication industry
 
 
 </li>
 </ul>
 
 Job Band
 
 
 
 Professional
 
 
 
 Skills
 
 
 
 
 Education
 
 
 
 Bachelor Degree in Engineering or Business Administration
 
 
 
 Additional Education
 
 
 
 
 Certifications
 
</div>

Lead Governance and Control Analyst

<div>
 
 Job Purpose
 
 
 
 The role holder is responsible for ensure availability of specific dashboards providing real-time status, performance metrics, and incident updates, ensuring they are customizable and accessible to key stakeholders. The role holder shall carry out his duties in accordance with the stipulated business policies and procedure
 
 
 
 Job Responsibility
 
 
 
 <ul>
 <li>
 Ensure uninterrupted, highest-quality service delivery to all &lsquo;Special Services&rsquo; customers
 </li>
 <li>
 Develop and maintain a zero-interruption policy with rigorous service-level agreements (SLAs), specifying measurable targets such as uptime percentages and maximum allowable downtime
 </li>
 <li>
 Guarantee business continuity and disaster recovery readiness, including regular drills, scenario planning, and periodic updates to contingency plans
 </li>
 <li>
 Ensure rapid detection, response, and resolution of incidents by all SEA team, contribute in implementing advanced incident management tools and training specific for SSEA
 </li>
 <li>
 Collaborate closely with the Service Operations Center (SOC) for real-time visibility and management of services, sharing a unified operational dashboard.
 </li>
 <li>
 Define and track specific key performance indicators (KPIs) for service quality, incident resolution time, and customer satisfaction, with dashboards for visibility
 </li>
 <li>
 Conduct regular reviews and audits to identify gaps and areas for improvement, supported by root cause analysis (RCA) of incidents
 </li>
 <li>
 Implement a continuous improvement framework to enhance operational efficiency and service quality
 </li>
 <li>
 Ensure an end-to-end visibility of specific services and underlying capabilities using advanced monitoring and analytics tools such as AIOps platforms and network performance dashboards
 </li>
 <li>
 Ensure availability of specific dashboards providing real-time status, performance metrics, and incident updates, ensuring they are customizable and accessible to key stakeholders
 </li>
 <li>
 Deliver comprehensive reports on specific service performance, incident management, and continuous improvement initiatives
 </li>
 <li>
 Ensure predictive analytics using AI/ML models to anticipate and mitigate potential risks before they impact services
 </li>
 <li>
 Generate Daily, Weekly, Monthly Report for KPI, MTTR.
 
 
 </li>
 </ul>
 
 Job Responsibility (cont.)
 
 
 
 
 Years Of Experience
 
 
 
 <ul>
 <li>
 Minimum of 6 years of experience in a related discipline
 
 
 </li>
 </ul>
 
 Nature Of Experience
 
 
 
 <ul>
 <li>
 Prior experience in - within the Telecommunication industry
 
 
 </li>
 </ul>
 
 Job Band
 
 
 
 Professional
 
 
 
 Skills
 
 
 
 
 Education
 
 
 
 Bachelor Degree in Engineering or Business Administration
 
 
 
 Additional Education
 
 
 
 
 Certifications
 
</div>

Service Excellence Assistant Manager

<div>
 
 Job Purpose
 
 
 
 The role holder is responsible for ensure availability of specific dashboards providing real-time status, performance metrics, and incident updates, ensuring they are customizable and accessible to key stakeholders. The role holder shall carry out his duties in accordance with the stipulated business policies and procedure
 
 
 
 Job Responsibility
 
 
 
 <ul>
 <li>
 Ensure uninterrupted, highest-quality service delivery to all &lsquo;Special Services&rsquo; customers
 </li>
 <li>
 Develop and maintain a zero-interruption policy with rigorous service-level agreements (SLAs), specifying measurable targets such as uptime percentages and maximum allowable downtime
 </li>
 <li>
 Guarantee business continuity and disaster recovery readiness, including regular drills, scenario planning, and periodic updates to contingency plans
 </li>
 <li>
 Ensure rapid detection, response, and resolution of incidents by all SEA team, contribute in implementing advanced incident management tools and training specific for SSEA
 </li>
 <li>
 Collaborate closely with the Service Operations Center (SOC) for real-time visibility and management of services, sharing a unified operational dashboard.
 </li>
 <li>
 Define and track specific key performance indicators (KPIs) for service quality, incident resolution time, and customer satisfaction, with dashboards for visibility
 </li>
 <li>
 Conduct regular reviews and audits to identify gaps and areas for improvement, supported by root cause analysis (RCA) of incidents
 </li>
 <li>
 Implement a continuous improvement framework to enhance operational efficiency and service quality
 </li>
 <li>
 Ensure an end-to-end visibility of specific services and underlying capabilities using advanced monitoring and analytics tools such as AIOps platforms and network performance dashboards
 </li>
 <li>
 Ensure availability of specific dashboards providing real-time status, performance metrics, and incident updates, ensuring they are customizable and accessible to key stakeholders
 </li>
 <li>
 Deliver comprehensive reports on specific service performance, incident management, and continuous improvement initiatives
 </li>
 <li>
 Ensure predictive analytics using AI/ML models to anticipate and mitigate potential risks before they impact services
 </li>
 <li>
 Generate Daily, Weekly, Monthly Report for KPI, MTTR.
 
 
 </li>
 </ul>
 
 Job Responsibility (cont.)
 
 
 
 
 Years Of Experience
 
 
 
 4 - 6 Years
 
 
 
 Nature Of Experience
 
 
 
 <ul>
 <li>
 Prior experience in - within the Telecommunication industry
 
 
 </li>
 </ul>
 
 Job Band
 
 
 
 Professional
 
 
 
 Skills
 
 
 
 
 Education
 
 
 
 Bachelor Degree in Engineering or Business Administration
 
 
 
 Additional Education
 
 
 
 
 Certifications
 
</div>

Lead Service Excellence Analyst

Smart Technology Solutions

<div><ul><li>Eliminate recurring incidents through permanent fixes</li>
<li>Build and extend automation to remove manual work</li>
<li>Lead Sev-1 and Sev-2 incidents and close within SLA</li>
<li>Coach L1 and L2 teams on tools and best practices</li>
<li>Lead complex IT projects end to end</li>
<li>Supervise service teams and drive client improvement</li>
<li>You ensure all services meet contractual and SLA commitments</li>
<li>You use data to improve service quality and reliability</li>
<li>You listen to clients and turn feedback into real technical change</li>
</ul>
Requirements<ul>
<li>
Bachelor degree in Computer Science or Information Technology</li>
<li>Professional certifications preferred ITIL Microsoft or similar</li>
<li>Minimum 8 years experience in IT support or managed services</li>
<li>Strong background in enterprise environments</li>
<li>Strong problem management and trend analysis skills</li>
<li>Hands on scripting and automation experience</li>
<li>Clear leadership during critical incidents</li>
<li>Ability to train and mentor technical teams</li>
<li>Strong client and stakeholder alignment skills</li>
<li>Proven project delivery across multiple workstreams</li>
</ul>
Benefits<ul><li><ul>
<li>
A culture of growth: Many of our leaders started in junior roles &mdash; we believe in investing in our people and growing talent from within.</li>
<li>Continuous feedback: We don&rsquo;t wait for annual reviews &mdash; we believe in real-time coaching and development.</li>
<li>Supportive &amp; collaborative vibes: We're all about learning together, cheering each other on, and diving into challenges as a team.</li>
<li>A space for every personality: Love socializing? You&rsquo;ll thrive in our lively environment where conversation and connection are key. Prefer quiet focus? We&rsquo;ve got dedicated Focus Rooms perfect for deep work.</li>
<li>Flexible work options: Enjoy up to 6 Work from Home days per month &mdash; balance that works for you.</li></ul></li></ul></div>

Senior IT Services Engineer

Accenture

<div><div><h2 class="jobSectionHeader">About Accenture</h2>
Accenture is a leading global professional services company that helps the world&rsquo;s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services&mdash;creating tangible value at speed and scale. We are a talent and innovation-led company serving clients in more than 120 countries.<h2 class="jobSectionHeader">
The Work</h2>
Join us in shaping a secure future! As a SOC Delivery Lead, you will act as a subject matter expert, collaborating with cross-functional teams to make impactful decisions and deliver innovative security solutions. Your expertise in Security Incident Response will be critical in building and managing SOC operations that protect enterprise environments and mitigate cyber threats.<h2 class="jobSectionHeader">
Key Responsibilities</h2><ul><li>
Design and implement security solutions that strengthen organizational security posture and resilience.</li><li>
Govern enterprise security tools and frameworks, ensuring compliance and operational effectiveness.</li><li>
Build and maintain Security Operations Centers (SOC) to detect, analyze, and respond to cyber threats.</li><li>
Collaborate with cross-functional teams to align security strategies with business objectives and risk frameworks.</li><li>
Provide leadership and guidance in developing security policies and risk management practices.</li></ul></div></div>
 
<div><div><h2 class="jobSectionHeader">What You Need</h2><ul><li>
Master proficiency in Security Incident Response and SOC operations.</li><li>
Minimum 2 years of relevant experience in security delivery or incident response.</li><li>
Bachelor&rsquo;s degree in Computer Science, Cybersecurity, or related field.</li></ul><h2 class="jobSectionHeader">
Bonus Points</h2><ul><li>
Intermediate proficiency in Security Delivery Governance.</li><li>
Intermediate proficiency in Security Quality Assurance.</li></ul></div></div>

SOC Delivery Lead

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