Overview
Senior Service Delivery Manager Jobs in Dubai, UAE at Teleperformance
Leadership
Role in Service Delivery We seek an experienced leader to drive service delivery excellence and customer experience for a next-generation airline in the GCC.As Senior Service Delivery Manager, you will oversee strategic service delivery of the full customer experience (CX) portfolio for a major player in aviation.
You will act as key point of contact between Teleperformance and our client, ensuring service delivery meets client goals and drives sustained success in a
fast-paced
digital landscape.
Primary Responsibilities:
Lead service delivery & implementation, ensuring top-tier
client satisfaction
.
Build strong client relationships, aligning service strategies with business goals.
Oversee global service network, managing multicultural teams across multiple regions.
Drive
innovation
, integrating AI and digital solutions into service delivery.
Optimize operations, identifying improvement opportunities and streamlining processes.
Manage performance, monitoring KPIs, SLAs, and ensuring
exceptional service
standards.
Handle escalations & risk management, proactively resolving challenges.
Requirements:
Minimum 10 years of experience in service delivery management, with a
proven track record
of managing complex service delivery projects in a client-facing role.
Strong knowledge of workforce
optimization
, process mapping, and workflow improvement to ensure efficiency and consistency across delivery centers.
Solid understanding of digital services and technology platforms that support CX and service delivery.
Proven experience in leading and inspiring high-performance teams across
diverse
cultural and operational environments.
Exceptional
client relationship
skills, and the ability to engage with stakeholders at all levels from operational to executive.
Strong analytical and
problem-solving skills
with excellent verbal and written
communication skills
.
The Senior Service Delivery Manager (SDM) role is critical in driving
innovation
, maintaining
client satisfaction
, and ensuring long-term business success in a rapidly evolving digital landscape.
Title: Senior Service Delivery Manager
Company: Teleperformance
Location: Dubai, UAE
Category: Management, Customer Service/HelpDesk
