Service Delivery Manager

At the company, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property, and places. Our solutions foster collaboration that’s critical for safer communities, schools, hospitals, businesses, and ultimately, safer nations.

The Service Delivery Manager (SDM) provides oversight of the operational health of the customer system, ensuring service delivery and lifecycle support. The SDM is responsible for managing internal and external resources to deliver services and maintain compliance with customer contractual commitments. This role includes establishing standard procedures to ensure high service performance, monitoring employees, and evaluating customer feedback to develop quality improvement processes. The SDM is the main interface between the company and the customer.

Key Responsibilities:

• Oversee the Upgrade and Deployment team for software patching and updates.
• Direct the KPI Reporting & Analytics team to generate performance reports.
• Manage change management verification and testing operations.
• Facilitate comprehensive user engagement, onboarding, and continuous training development.
• Collaborate with internal teams to align strategic goals and improve service quality.

Basic Requirements:

• Diploma or degree in Engineering (Electrical) or related discipline.
• ITIL v4 certification.
• 2+ years of experience with project planning and transitioning to operations and maintenance.
• 5+ years of experience managing a service delivery team, ideally focused on operations and maintenance.
• High-level experience in telecommunications or public safety.
• Excellent communication skills in English and Arabic.
• Strong customer service skills with a focus on Total Customer Satisfaction.

Travel Requirements: 25-50%

Relocation Provided: Domestic

The company is an Equal Opportunity Employer, and all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally-protected characteristic.