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.