Service Delivery Director

About the Role

We are looking for a dynamic and experienced Service Delivery Director to lead our professional services and customer success operations across the Middle East region. Based in the UAE (or KSA), this senior leadership role is responsible for driving delivery excellence, growing a high performing team, and ensuring customers achieve measurable outcomes from their investments.

What You'll Be Doing Delivery Leadership

• Own end to end service delivery across the Middle East, ensuring projects are delivered on time, within scope, and to the highest quality standards
• Define and execute regional delivery strategy aligned with global frameworks and local market needs
• Establish and continuously improve delivery methodologies, governance models, and best practices
• Drive operational KPIs including CSAT, NPS, utilization, revenue, and margin

Customer & Stakeholder Engagement

• Build trusted, executive level relationships with key customers and partners across the GCC and broader Middle East
• Act as an escalation point for complex delivery challenges, driving swift and effective resolution
• Partner with Sales and Pre Sales to support business development, solution scoping, and proposal development
• Present delivery performance and strategic roadmaps to C level stakeholders

Team & Talent Development

• Lead, mentor, and grow a diverse team of project managers, consultants, and delivery professionals
• Foster a culture of accountability, continuous learning, and customer obsession
• Drive talent acquisition, onboarding, and retention strategies for the region
• Partner with HR and global teams to develop career paths and succession plans

Business Growth

• Collaborate with Sales on go to market strategies and new business opportunities
• Identify and develop service offerings tailored to regional needs and customer segments
• Contribute to revenue targets through effective resource planning and delivery efficiency
• Support partner ecosystem development and enablement across the region

What We're Looking For Experience & Qualifications

• 12+ years of experience in professional services, consulting, or technology delivery
• 5+ years in a senior leadership or director level role managing regional delivery operations
• Proven track record of delivering large scale, complex technology projects (CRM, ERP, SaaS, or cloud platforms)
• Experience operating in the Middle East market - GCC experience is strongly preferred
• Bachelor's degree required; MBA or relevant postgraduate qualification is a plus
• PMP, PRINCE2, or equivalent project/program management certification preferred
• Deep understanding of Middle East business culture, government sector dynamics, and enterprise buying behavior
• English fluent mandatory; Arabic language skills is a strong advantage
• Willingness to travel across the region as required (estimated %)
• Existing network of senior relationships across GCC enterprises and government entities is highly desirable

Skills & Competencies

• Exceptional leadership and people management skills with experience leading multicultural teams
• Strong executive presence with the ability to influence and engage at C suite level
• Deep understanding of professional services business models (T&M, fixed price, managed services)
• Excellent commercial acumen - P&L management, forecasting, and resource planning
• Strong analytical and problem solving skills with a data driven mindset
• Outstanding communication, presentation, and negotiation skills

What Makes You Stand Out

• Experience in digital transformation programs at scale
• Familiarity with Salesforce, ServiceNow, SAP, Oracle, or similar enterprise platforms
• Track record of building delivery practices from the ground up in emerging or high growth markets
• Passion for developing talent and creating inclusive, high performing team cultures

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non discrimination with all employees and applicants for employment. We believe in equality for all and promote a workplace that is inclusive and free from discrimination. All employees and prospective employees are assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to recruiting, hiring, promotion, compensation, benefits, training, assessment of job performance, discipline, termination, and all other employment decisions.