About this opportunity:
We are looking for a Managed Service Delivery Manager (MSDM) to take accountability for the operational and financial performance of assigned managed services accounts. In this role, you will lead cross-functional delivery teams to meet contractual commitments and agreed service levels while driving customer satisfaction, operational efficiency, and continuous improvement. You will work closely with customers, internal teams, and service providers to ensure high-quality, cost-effective, and compliant service delivery.
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What you will do:
- Own end-to-end service delivery against contractual commitments, including agreed SLAs and WLAs.
- Monitor operational performance and report results to customer and internal stakeholders.
- Manage contract costs against plan and take corrective action to protect service quality and financial performance.
- Coordinate cross-functional and distributed delivery teams, aligning resources, capacity, and competencies with service requirements.
- Lead operational governance and proactively manage risks, issues, and escalations.
- Ensure delivery complies with customer requirements, contracts, processes, tools, standards, and applicable regulations.
- Plan and manage service transitions, handovers, and changes, ensuring operational readiness.
- Drive operational excellence through continuous improvement, automation, and corrective actions.
- Build strong relationships with customers, internal stakeholders, delivery teams, and service providers.
- Ensure compliance with health and safety, environmental, legal, and other applicable requirements.
The skills you bring:
- Proven experience in managed services, service delivery, field operations, operations management, vendor management, and EHS compliance.
- Experience managing customer-facing service commitments, operational performance, service providers, and contract financials.
- Strong understanding of service-level governance, SLAs/WLAs, operational processes, and performance management.
- Ability to lead distributed, cross-functional teams and coordinate resources across organizational boundaries.
- Strong customer and stakeholder management, communication, and relationship-building skills.
- Good financial and commercial awareness, including cost and budget management.
- Strong problem-solving, risk management, and decision-making capabilities.
- A continuous improvement mindset with the ability to identify performance gaps and drive corrective actions.
- Experience with automation and service-efficiency initiatives is an advantage.
Primary country and city:
Oman (OM) || Muscat
Req ID: 791823
