Delivery Operations Manager

Job Title: Delivery Operations Manager Overview The Delivery Operations team ensures seamless BAU operations across CPaaS communication products, supporting Customer Operations leadership through operational excellence, change management, and delivery continuity across regions. Key Responsibilities • BAU Operations Management: Oversee day-to-day service continuity, coordinate requirements across stakeholders (sales, product, engineering, customers), and resolve operational bottlenecks. • Customer Operations Support: Act as an extended arm of Customer Operations leadership - driving resolutions, meeting delivery commitments, and managing expectations with internal and external stakeholders. • Change & Enhancement Handling: Facilitate product/platform changes and feature rollouts, ensuring coordination across teams for planning, execution, validation, and communication. • Documentation & Communication: Maintain up-to-date operational documentation and provide timely, transparent communication across teams for all delivery matters. • SLA & Ticket Management: Monitor daily task queues and ticket flows, flag SLA risks early, and align resources to ensure timely resolution. • Regional Delivery Support: Bridge global operations and regional execution, accounting for timezone differences and local customer needs. • Presales & Technical Engagement: Join technical and presales calls to present platform capabilities - including dashboard walkthroughs and API integrations across SMS, WhatsApp Business, and Email. Key Skills Required • Strong coordination and stakeholder management • In-depth understanding of CPaaS delivery operations • Process-oriented mindset with solid documentation and reporting skills • Ability to manage multiple priorities under pressure • Experience in change management and operational rollout planning • Familiarity with ITIL or service management frameworks is a plus Work Environment Cross-functional collaboration across support, product, engineering, and sales in a fast-paced, customer-focused environment requiring proactive ownership. Qualifications • Bachelor’s degree in Engineering, Information Technology, Telecommunications, or a related field • KSA Experience MUST. based in Riyadh. • Arabic / English speaker • 3–7 years of experience in operations, service delivery, or technical project coordination (CPaaS or telecom domain preferred) • Proven experience working in cross-functional and geographically distributed teams • Strong communication, analytical, and problem-solving abilities • Exposure to customer-facing and enterprise service delivery environments is desirable