
Salesforce
Service Delivery Director
- Permanent
- Dubai, United Arab Emirates
- Experience 10 - 15 yrs
Job expiry date: 04/06/2026
Job overview
Date posted
20/04/2026
Location
Dubai, United Arab Emirates
Salary
AED 50,000 - 60,000 per month
Compensation
Job description
Service Delivery Director role based in Dubai, United Arab Emirates responsible for leading professional services and customer success operations across the Middle East region. The role focuses on driving delivery excellence, building high-performing regional delivery teams, and ensuring customers achieve measurable outcomes from technology investments. The Service Delivery Director owns end-to-end service delivery across the Middle East, ensuring projects are delivered on time, within scope, and at high quality standards. The position defines and executes regional delivery strategy aligned with global frameworks and local market needs, establishes delivery methodologies, governance models, and best practices, and drives operational KPIs including CSAT, NPS, utilization, revenue, and margin. The role involves building executive-level relationships with customers and partners across GCC and Middle East, acting as escalation point for delivery challenges, supporting sales and pre-sales for business development, solution scoping, and proposal development, and presenting delivery performance and strategic roadmaps to C-level stakeholders. The Service Delivery Director leads, mentors, and grows teams of project managers, consultants, and delivery professionals while driving talent acquisition, onboarding, retention strategies, and succession planning. The role collaborates with sales on go-to-market strategies, identifies new service offerings, contributes to revenue targets, supports partner ecosystem development, and improves delivery efficiency. The position requires extensive experience in professional services, consulting, or technology delivery environments including CRM, ERP, SaaS, and cloud platforms. The role also requires strong understanding of Middle East business culture, enterprise buying behavior, government sector dynamics, and ability to manage P&L, forecasting, and resource planning. Experience with Salesforce, ServiceNow, SAP, Oracle, and digital transformation programs is preferred along with certifications such as PMP or PRINCE2.
Required skills
Key responsibilities
- Own end-to-end service delivery across Middle East ensuring projects are delivered on time, within scope, and aligned with quality standards and delivery governance
- Define and execute regional delivery strategy aligned with global frameworks while establishing delivery methodologies, governance models, and operational best practices
- Drive operational KPIs including CSAT, NPS, utilization, revenue, and margin while managing delivery performance and reporting
- Build executive-level relationships with customers and partners across GCC and Middle East and act as escalation point for complex delivery challenges
- Partner with Sales and Pre-Sales to support business development, solution scoping, proposal development, and go-to-market strategies
- Lead, mentor, and grow teams of project managers, consultants, and delivery professionals while driving talent acquisition and retention
- Collaborate on business growth initiatives including new service offerings, partner ecosystem development, and revenue target achievement
Experience & skills
- Possess minimum 12 years of experience in professional services, consulting, or technology delivery with at least 5 years in senior leadership or director-level role managing regional delivery operations across enterprise customers
- Demonstrate proven track record delivering large-scale complex technology projects including CRM, ERP, SaaS, and cloud platform implementations within enterprise environments
- Demonstrate strong experience operating within Middle East markets including GCC region with understanding of regional business culture, government sector dynamics, and enterprise buying behavior
- Possess Bachelor’s degree with MBA or postgraduate qualification preferred along with project or program management certifications including PMP, PRINCE2, or equivalent
- Demonstrate experience managing P&L, forecasting, resource planning, utilization management, and operational KPIs including CSAT and NPS
- Demonstrate strong leadership experience managing multicultural teams, building delivery organizations, and developing high-performing teams
- Demonstrate experience working with enterprise platforms including Salesforce, ServiceNow, SAP, Oracle and delivering digital transformation programs
- Demonstrate willingness to travel across Middle East region and maintain senior stakeholder relationships across GCC enterprises and government entities