Service Delivery Manager

Responsibilities: 1. Lead and manage a team of 2 service delivery specialists and multiple BPOs to ensure high-quality support for customers, merchants, and riders in Dubai. 2. Oversee end-to-end service delivery operations, including special cases, issue resolution, escalation management, and performance tracking. 3. Collaborate with cross-functional teams to improve service efficiency and customer satisfaction metrics. 4. Develop and implement best practices for service operations, ensuring compliance with company standards and local regulations. 5. Monitor service KPIs and provide regular reports to senior management on team performance and improvement opportunities. Requirements: 1. Bachelor's degree in Business Administration, Operations, or a related field. 2. Minimum of 3 years of experience in service delivery, customer support, or operations management. 3. Proven experience leading small teams with strong coaching and mentoring skills. 4. Excellent communication and problem-solving abilities in a fast-paced environment. 5. Fluent in English; Arabic is required. Highlights: 1. Opportunity to work in a dynamic, international environment based in Dubai. 2. Play a key role in shaping service delivery strategies for a growing customer base. 3. Competitive compensation package with performance-based incentives. 4. Supportive leadership culture with opportunities for career advancement. 5. Exposure to diverse markets and collaboration with global teams.