service delivery manager

Hays Specialist Recruitment Limited

Service Delivery Manager - Life & Pensions, Insurance £Market Rate (Outside IR35) Primarily Remote 6 Weeks My client is an instantly recognisable consultancy who urgently require a Service Delivery Manager with extensive Life & Pensions experience for an end client within the Insurance Industry.Key Requirements <ul> <li>Proven experience as a Service Delivery Manager, ideally within Insurance</li><li>Prior Life & Pensions experience</li><li>Flexibility to get to office</li></ul> If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk<img src="https://www.jobg8.com/Tracking.aspx?Ju8ovp2JVQE2RwKaemQCcs4SgAtx6pvGn" width="0" height="0" />

Service Delivery Manager

The Emirates Group

<div><h5 class="jobSectionHeader">Job Purpose
</h5>dnata is one of the world&rsquo;s largest air and travel services providers; offering ground handling, cargo, travel and catering &amp; retail services at over 130 airports in more than 30 countries across six continents. At dnata, we are by your side for the entire travel experience.
As Service Delivery Manager , you will lead dnata Cargo terminal Operations on shift to achieve a high level of service delivery while ensuring a safe, efficient and cost-effective operation. This role is based full-time in our Dubai office.
In this role, you will: 
<ul><li>Recommend improvements to Cargo Operations standards and procedures and ensure the implementation of these procedures and controls.
</li><li>Identify and manage problem areas within the operation, forward planning, deploying resources and information as required to meet service delivery targets, whilst ensuring that safety, security and costs are maintained at acceptable levels.
</li><li>Coordinate resources on a shift basis to ensure that the SLAs are delivered to customers in collaboration with the Supervisor on shift.
</li><li>Review and manage the performance of direct reports to ensure performance is measured against individual targets.
</li><li>Manage the development of the staff in line with their training needs analysis and career path and provides advice regarding career growth.
</li><li>Ensure that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follows up on corrective actions.
</li><li>Ensure safety of staff and that they have the skills, knowledge, and confidence to work safely by providing support, direction, being a role model for the desired safety behaviours and leading with safety.
</li><li>Manage and maintain an overview of Cargo Operations and stakeholder activities providing co-ordination and leadership to achieve dnata and Cargo objectives.
</li><li>Implement robust service recovery measures to handle customer complaints and service recovery initiatives.
</li><li>Build and maintain relationships with internal and external stakeholders such as such as DOCC, Customs, DAC, Airside Services, Dispatch, Load Control, Group Safety &amp; Security, Airport Police, airline, agent customers.
</li></ul><h5 class="jobSectionHeader">Qualification
</h5>To be considered for the role, you must meet the below requirements:
<ul><li>Relevant Diploma or Degree in Air Cargo OR Cargo Ground Handling.
</li><li>5-8 years of experience in Air Cargo or other logistical Services in an operational position.
</li><li>UAE Driving license or Home Country Driving License.
</li><li>Valid license for operating equipment (Airport Driving Permit)
</li><li>Proficient knowledge of all or some of the following: Cargo Operations/Ramp Operations/ Passenger Services / Baggage Services / Operations Services
</li><li>Proficient knowledge of operational I.T systems (dacs+, camsys, DSSm, ALTARS)
</li><li>Advanced Safety Awareness Skills
</li>Proficient Supervisory Skills 
<li>
</li></ul> 
You&rsquo;ll have an edge if you have:
<ul><li>Strong operational and leadership experience in managing teams in a shift-based environment.
</li><li>Ability to use data for decision-making.
</li></ul>At dnata, part of Emirates Group, we&rsquo;re committed to providing our employees with opportunities to grow and develop in their careers. So if you&rsquo;re looking for a challenging and rewarding opportunity, apply today and join our team! 
 
Recruitment Process and Timeline
dnata is part of Emirates Group, an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your product experience and your career aspirations. If you are shortlisted you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group 
 
<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 hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers . Further information on what&rsquo;s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.</div>

Keeta

<div>
 
 🚀 We&rsquo;re Hiring: Customer Service Delivery Manager 🚀
 
 
 
 
 
 Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong, Saudi Arabia and now in Brazil.
 
 
 
 
 
 Are you a strategic leader with a passion for delivering top-tier customer experiences? Do you have the expertise to drive performance across both in-house and Business Process Outsourcing (BPO) teams while ensuring quality at every touchpoint? If so, we want to hear from you!
 
 
 
 
 
 
 What You&rsquo;ll Do
 
 
 <ul>
 <li>
 Overseeing service delivery for both BPO and in-house teams
 </li>
 <li>
 Managing client relationships and ensuring SLAs are met
 </li>
 <li>
 Driving performance, quality, and efficiency across all customer service channels
 </li>
 <li>
 Implementing and optimizing customer service technologies and processes
 </li>
 <li>
 Leading, mentoring, and developing high-performing teams
 </li>
 <li>
 Analyzing customer interaction data to identify trends and opportunities for improvement
 </li>
 <li>
 Managing vendor relationships and ensuring seamless service delivery
 </li>
 </ul>
 
 
 
 
 
 Why Keeta?
 
 
 <ul>
 <li>
 Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
 </li>
 <li>
 Fast-Growing &amp; Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
 </li>
 <li>
 Global Impact: Join a company that&rsquo;s transforming the way people enjoy food, impacting communities around the world.
 </li>
 </ul>
 
 
 
 
 
 What We&rsquo;re Looking For
 
 
 <ul>
 <li>
 5+ years of experience in customer service management (multi-channel preferred)
 </li>
 <li>
 Proven expertise in managing both in-house and outsourced teams
 </li>
 <li>
 Strong leadership, problem-solving, and decision-making skills
 </li>
 <li>
 Proficiency in customer service technologies, CRM systems &amp; COPC standards
 </li>
 <li>
 Experience in budget management, data analysis &amp; performance reporting
 </li>
 <li>
 Ability to thrive in a fast-paced, dynamic environment
 </li>
 <li>
 Flexibility in undertaking business trips as required
 </li>
 </ul>
 
 
 
 
 📍
 
 Location: Bahrain,
 
 
 
 💡 If you&rsquo;re ready to take on a role that makes a real impact on customer satisfaction and loyalty, apply now and be part of a team that&rsquo;s redefining service excellence!
 
</div>

Customer Service Delivery Manager

DXC Technology

<div>Job Description:
Key Responsibilities:
Service Delivery Management:<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>
Qualifications:
Education:
<ul><li>Bachelor&rsquo;s degree in Computer Science, Information Technology, Business Administration, or a related field. A Master&rsquo;s degree is a plus.</li></ul>
Experience:<ul><li>
Minimum of 5 years of experience in IT service delivery or project management, with at least 3 years focused on ServiceNow.</li><li>
Proven experience in managing ServiceNow implementations and ongoing support.</li></ul>
Certifications:<ul><li>
ITIL Foundation certification is required.</li><li>
ServiceNow Certified System Administrator (CSA) and other ServiceNow certifications (such as ITSM, HR, CSM) are highly desirable.</li></ul>
Skills:<ul><li>
Strong leadership and team management skills.</li><li>
Excellent client relationship management and communication skills.</li><li>
Proficiency in project management methodologies and tools.</li><li>
In-depth knowledge of ServiceNow platform, modules, and capabilities.</li><li>
Strong problem-solving and analytical skills.</li></ul>
Competencies:<ul><li>
Strategic thinking and planning.</li><li>
Strong organizational and multitasking abilities.</li><li>
Attention to detail and commitment to quality.</li><li>
Ability to work effectively under pressure and meet tight deadlines.</li><li>
Collaborative and team-oriented mindset.</li></ul>
Working Conditions:
Flexibility to work outside normal business hours to meet project deadlines or address critical issues.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We&rsquo;re committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.</div>

ServiceNow Service Delivery Manager

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>

Discovered MENA

<div>
 
 
 Service Delivery Manager &ndash; Global Tech Consultancy (Saudi Nationals Only)
 
 
 
 📍
 
 Riyadh | Full-time | On-site
 
 
 
 
 
 
 I&rsquo;m hiring for a
 
 Service Delivery Manager
 
 to join a global technology consultancy that partners with some of the biggest enterprise clients in the region.
 
 
 
 
 
 This is a hands-on delivery role - all about
 
 making complex operations run smoothly
 
 . You&rsquo;ll take full ownership of service quality, financial performance, and client satisfaction across one of their Riyadh delivery hubs. Think of yourself as the
 
 bridge
 
 between the delivery teams, account leadership, and the client - keeping everything connected and performing at its best.
 
 
 
 
 
 💡
 
 What you&rsquo;ll be doing:
 
 
 <ul>
 <li>
 Acting as the main link between delivery teams, leadership, and clients - ensuring a seamless end-to-end service
 </li>
 <li>
 Driving service quality, performance, and client satisfaction across SLAs and KPIs
 </li>
 <li>
 Overseeing financials - utilisation, forecasting, and cost control
 </li>
 <li>
 Coordinating across infrastructure, service desk, and operations to keep delivery aligned
 </li>
 <li>
 Spotting opportunities to streamline processes and boost efficiency
 </li>
 <li>
 Supporting resource planning, migrations, and change initiatives
 </li>
 </ul>
 
 
 
 
 👀
 
 What we&rsquo;re looking for:
 
 
 <ul>
 <li>
 4+ years&rsquo; experience in the
 
 information technology sector
 
 </li>
 <li>
 2+ years in
 
 Service Delivery / Operations
 
 </li>
 <li>
 Solid understanding of
 
 ITIL / ITSM frameworks
 
 </li>
 <li>
 Technically confident - familiar with infra, systems admin, or service desk environments
 </li>
 <li>
 Strong communicator and stakeholder manager
 </li>
 <li>
 Experience working with a
 
 tech consultancy or outsourcing company
 
 </li>
 </ul>
 
 
 
 
 💼
 
 Why this one stands out:
 
 
 
 You&rsquo;ll be joining a consultancy known for its global delivery excellence and investment in its people. Expect a
 
 competitive salary
 
 ,
 
 VIP medical insurance (self &amp; family)
 
 ,
 
 education allowance
 
 , and
 
 access to world-class learning &amp; development programmes
 
 .
 
 
 
 
 
 This role is based
 
 mostly on-site with a major client
 
 in Riyadh - perfect for someone who enjoys taking ownership and delivering impact where it really counts.
 
</div>

Service Delivery Manager - Saudi Nationals

<div>Line of Service
Advisory
Industry/Sector
Technology
Specialism
Advisory - Other
Management Level
Manager
Job Description &amp; Summary
At PwC, our people in project portfolio management focus on optimising project portfolios to drive strategic business outcomes. These individuals oversee project selection, prioritisation, and resource allocation to facilitate successful project delivery.
 
 
In project management at PwC, you will oversee and coordinate various projects to facilitate successful delivery within budget and timeline. You will leverage strong organisational and communication skills to effectively manage teams and stakeholders.
<div>Roles and Responsibilities:
</div><div></div><div>Finance MS Delivery Oversight
</div><ul><li>Oversees operational execution and delivery of Managed Services in line with business objectives.
</li><li>Oversees the delivery team day-to-day, including providing oversight for key client deliverables / outputs, and provides recommendations for service improvement.
</li><li>Assumes overall accountability for the oversight and successful execution of all engagements within the Managed Services portfolio.
</li><li>Holds overall accountability for SLA / OLA compliance across engagements and implements corrective actions to address any deviations, and continuously improves service delivery.
</li></ul><div></div><div>Quality, Delivery Excellence &amp; Continuous Improvement for Finance MS
</div><ul><li>Oversees quality reviews and audits to ensure that delivery complies with established standards and client expectations and leads quality improvement initiatives based on feedback and observations.
</li><li>Working with the business to design, develop, and implement comprehensive service delivery policies, standards, and processes that align with business objectives and industry best practices.
</li><li>Ensures that all function related activities are in line with established policies, procedures, and compliance standards.
</li><li>Stays updated on industry trends and emerging technologies to maintain best practices.
</li></ul><div></div><div>Governance &amp; Reporting
</div><ul><li>Implement and maintain robust governance frameworks, delivery playbooks, and escalation paths.
</li><li>Manage delivery performance dashboards, quality trackers, and resource health reports.
</li><li>Coordinate with PMO and workstream leads to ensure visibility on progress, risks, and dependencies.
</li></ul><div></div><div>Operational Excellence
</div><ul><li>Drive continuous improvement initiatives across delivery practices and service operations.
</li><li>Support audits, compliance checks, and adherence to internal and client-specific standards (e.g., ISO, ITIL, cloud governance).
</li><li>Monitor service health and coordinate root cause analysis and corrective actions.
</li></ul><div></div><div>Preferred skills
</div><ul><li><div>Strong financial acumen and understanding of the financial processes (e.g. O2C, R2R, FPA).
</div></li><li>Strong understanding of accounting principles, financial statements, and reporting standards (e.g., GAAP, IFRS, IPSAS).
</li><li>Ability to oversee teams analyzing financial data, identify discrepancies, and provide actionable insights
</li><li>Proficiency in accounting software and financial systems (e.g., SAP, Oracle), as well as advanced Excel skills
</li></ul><div></div><div>Expected Competencies:
</div><ul><li>Strong leadership and people management skills.
</li><li>Excellent client relationship management abilities.
</li><li>Proven ability to drive process improvements, organizational excellence and manage change.
</li><li>Excellent communication and interpersonal skills.
</li><li>Ability to work under pressure and manage multiple priorities.
</li><li>Ability to interact effectively in a regional team
</li></ul>Education (if blank, degree and/or field of study not specified)
Degrees/Field of Study required:
Degrees/Field of Study preferred:
Certifications (if blank, certifications not specified)
Required Skills
Optional Skills
Accepting Feedback, Accepting Feedback, Active Listening, Agile Methodology, Analytical Thinking, Business Case Development, Business Process Improvement, Change Control Processes, Coaching and Feedback, Communication, Costing, Creativity, Embracing Change, Emotional Regulation, Empathy, Inclusion, Intellectual Curiosity, IT Project Lifecycle, Kanban (Project Management), Learning Agility, Optimism, Plan of Action and Milestones (POA&amp;M), Process Mapping, Process Standardization, Professional Courage {+ 28 more}
Desired Languages (If blank, desired languages not specified)
Travel Requirements
Not Specified
Available for Work Visa Sponsorship?
No
Government Clearance Required?
No
Job Posting End Date</div>

ETIC, Service Delivery Manager - Manager

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