Are you passionate about delivering exceptional service and driving operational excellence for enterprise clients? We're looking for a dynamic Service Delivery Manager with a strong networking background to join our client and serve as a strategic partner to key customers, ensuring seamless infrastructure operations and continuous improvement.
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What You'll Do:
- Act as the designated point of contact for operational issues across key accounts.
- Understand customer business objectives and align service delivery to support them.
- Support prioritization and escalation of technical service requests (SRs).
- Conduct trend analysis on recurring issues (e.g., by product type, priority, platform, or hardware).
- Identify operational inefficiencies and recommend improvements.
- Manage communications across all levels of the customer’s organization.
- Streamline support processes in collaboration with internal teams and external partners.
- Monitor network activities and proactively arrange technical standby support.
- Manage customer contracts and depot sparing status.
- Share operational best practices and deliver training on support processes and tools.
- Lead customer escalations and ensure timely resolution.
- Promote service value and align support models with customer needs.
Key Deliverables:
- Regular reporting on service request trends and resolution status.
- Weekly review meetings with stakeholders to ensure progress and alignment.
- Executive-level communication plans for critical issues.
- Quarterly operational reviews with insights, recommendations, and training plans.
- SLA performance analysis and improvement strategies.
- Proactive resource planning for major customer events.
Networking Expertise:
Leverage your deep understanding of network engineering to interpret technical issues, guide resolution strategies, and communicate effectively with both technical and non-technical stakeholders. Stay ahead of emerging networking technologies and trends to advise customers on best practices and future-proofing their infrastructure. Collaborate with engineering and support teams to ensure high availability, scalability, and performance of customer networks.
What We're Looking For:
- Bachelor’s degree in Computer Science, Engineering, or related field.
- 5+ years of experience in network engineering or telecom support.
- Proven success in customer-facing roles within network operations.
- Strong account management and communication skills.
- Ability to collaborate across cross-functional teams and thrive under pressure.
- ITIL certification is a plus.
- Fluency in English.
Location: Dubai, United Arab Emirates
Work Conditions: On-site, Full-time
