Service Delivery Manager

At Horizontal Digital, we believe that you're only as good as your worst customer experience. This belief drives our digital consultancy to create innovative websites, apps, portals, and experiences that meet the needs of Fortune 500 companies. By integrating strategy, data, design, and technology, we aim to set a higher standard in customer service.

Location: Dammam, Eastern, Saudi Arabia (Hybrid)
Work Conditions: Full-time, Hybrid

Key Responsibilities:

• Collaborate with technicians and engineers to provide high-quality support to clients.
• Make critical decisions regarding escalations and delivery processes.
• Track and report on ticket progress, resolution types, and resource metrics.
• Craft, review, and deliver client contracts and root cause analyses.
• Supervise and mentor engineers and technicians in communications and prioritization.
• Bridge communication gaps between technical and non-technical teams for clearer understanding.

Qualifications:

• Minimum of 10 years of experience in client relations and communications.
• At least 5 years of experience leading technical teams.
• A minimum of 3 years in client-facing support services.
• Familiarity with Sitecore or another CMS is a plus.
• Experience with Azure Cloud, AWS, and/or GCP is advantageous.
• Knowledge of coding and development is a plus.
• Experience with inherited codebases is a plus.

Who You Are:

• A collaborative individual who thrives in teamwork environments.
• A self-starter eager to expand knowledge and skills.
• A friendly communicator who simplifies technical information for clients.
• A patient leader who values planning and prioritization.

(Note: This description is not exhaustive and may evolve over time).