American Hospital Dubai
Service Delivery Manager
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 07/05/2026
Job overview
Date posted
23/03/2026
Location
Dubai, United Arab Emirates
Salary
AED 20,000 - 30,000 per month
Compensation
Comprehensive package
Experience
2 - 5 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
07/05/2026
Job description
The Service Delivery Manager is responsible for end-to-end management of administrative and support services within Dubai, ensuring all service delivery operations align with organizational goals and client expectations. This includes managing client relationships, coordinating operational activities across multiple teams, overseeing the delivery of services in accordance with Service Level Agreements (SLAs), monitoring performance using KPIs, handling incident escalation and resolution, and implementing continuous process improvements. The role requires engaging internal stakeholders, coordinating with vendors, leading cross-functional teams, and maintaining thorough documentation of operational procedures, workflows, and service outcomes. The Service Delivery Manager also drives operational excellence through risk management, quality assurance, and resource planning, while fostering a culture of accountability, efficiency, and customer-centric service delivery.
Required skills
Key responsibilities
- Oversee and manage the delivery of administrative and support services to ensure timely, high-quality outcomes and client satisfaction
- Coordinate day-to-day operations across multiple internal service teams and ensure alignment with organizational objectives
- Monitor service performance metrics, generate reports, analyze trends, and implement improvements to meet or exceed SLAs
- Manage incidents, escalations, and service disruptions, ensuring timely resolution and communication to stakeholders
- Lead initiatives for process improvement, workflow optimization, and operational standardization across service delivery functions
- Engage with internal and external stakeholders to communicate service updates, performance metrics, and strategic plans
- Provide leadership, coaching, and mentorship to service teams, fostering skill development and high performance
- Plan and allocate resources effectively to ensure adequate staffing levels and balanced workloads
- Coordinate with vendors, contractors, or external service providers to ensure delivery requirements are met
- Develop and maintain operational procedures, documentation, and knowledge bases for consistency and compliance
- Assess risks and implement mitigation strategies to prevent service disruption or compliance breaches
- Support organizational change initiatives impacting service delivery, including process transitions or technology implementations
- Track project milestones, service initiatives, and operational KPIs to report to senior management and PMO
Experience & skills
- Bachelor's Degree in Business Administration, Management, IT, or related field
- Proven experience in service delivery management or operational leadership roles
- Strong leadership, coaching, and team management capabilities
- Excellent analytical, problem-solving, and decision-making skills
- Proficiency in monitoring, reporting, and analyzing operational KPIs
- Experience managing client relationships and coordinating cross-functional teams
- Strong process improvement and workflow optimization skills
- Excellent verbal and written communication skills for internal and client-facing interactions
- Ability to manage high-pressure situations, escalations, and complex operational challenges
- Proficiency in Microsoft Office (Excel, PowerPoint, Word) and reporting/dashboard tools
- Understanding of SLA compliance, quality assurance, and risk management
- On-site presence in Dubai with flexibility for extended hours or urgent requirements