The company is seeking a dynamic and experienced Service Delivery Director to lead professional services and customer success operations across the Middle East region. This senior leadership role is critical for driving delivery excellence, growing a high-performing team, and ensuring customers achieve measurable outcomes from their investments. Located in the UAE (or KSA), this position offers a unique opportunity to shape the future of service delivery in one of the fastest-growing technology markets in the world.
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Location: Dubai, Dubai, United Arab Emirates
Work Conditions: Hybrid, Full-time
What You'll Be Doing:
Delivery Leadership
- Own end-to-end service delivery across the Middle East, ensuring projects are delivered on time, within scope, and to the highest quality standards.
- Define and execute the regional delivery strategy aligned with global frameworks and local market needs.
- Establish and continuously improve delivery methodologies, governance models, and best practices.
- Drive operational KPIs including CSAT, NPS, utilization, revenue, and margin.
Customer & Stakeholder Engagement
- Build trusted, executive-level relationships with key customers and partners across the GCC and the broader Middle East.
- Act as an escalation point for complex delivery challenges, driving swift and effective resolution.
- Partner with Sales and Pre-Sales to support business development, solution scoping, and proposal development.
- Present delivery performance and strategic roadmaps to C-level stakeholders.
Team & Talent Development
- Lead, mentor, and grow a diverse team of project managers, consultants, and delivery professionals.
- Foster a culture of accountability, continuous learning, and customer obsession.
- Drive talent acquisition, onboarding, and retention strategies for the region.
- Partner with HR and global teams to develop career paths and succession plans.
Business Growth
- Collaborate with Sales on go-to-market strategies and new business opportunities.
- Identify and develop service offerings tailored to regional needs and customer segments.
- Contribute to revenue targets through effective resource planning and delivery efficiency.
- Support partner ecosystem development and enablement across the region.
What We're Looking For:
Experience & Qualifications
- 12+ years of experience in professional services, consulting, or technology delivery.
- 5+ years in a senior leadership or director-level role managing regional delivery operations.
- Proven track record of delivering large-scale, complex technology projects (CRM, ERP, SaaS, or cloud platforms).
- Experience operating in the Middle East market — GCC experience is strongly preferred.
- Bachelor's degree required; MBA or relevant postgraduate qualification is a plus.
- PMP, PRINCE2, or equivalent project/program management certification preferred.
Skills & Competencies
- Exceptional leadership and people management skills with experience leading multicultural teams.
- Strong executive presence with the ability to influence and engage at C-suite level.
- Deep understanding of professional services business models (T&M, fixed-price, managed services).
- Excellent commercial acumen — P&L management, forecasting, and resource planning.
- Strong analytical and problem-solving skills with a data-driven mindset.
- Outstanding communication, presentation, and negotiation skills.
Language Requirements:
- English fluency is mandatory; Arabic language skills are a strong advantage.
Travel Requirements:
- Willingness to travel across the region as required (estimated 30–40%).
This role offers an exciting opportunity to join the company as it leads workforce transformation and drives innovation through AI. If you’re ready to unleash your potential and shape the future, we encourage you to apply.
