Service Delivery Manager

About Us SkyToll Middle East is the regional operation of SkyToll, a leading provider of intelligent road infrastructure charging and tolling solutions, and together with VITRONIC, its sister company within ITIS Holding, it brings complementary expertise in road-user charging, intelligent transportation systems and traffic technology to the region. The establishment of SkyToll Middle East in Dubai represents an important step in strengthening SkyToll’s presence in the region, expanding its ability to support current and future projects across the Middle East.As part of this expansion, we are continuing to grow the SkyToll Middle East organization and are looking for professionals who can contribute to its long-term development and success.About the RoleThe Service Delivery Manager (hereinafter referred to as “SDM”) is responsible for ensuring the delivery of services to external and internal customers in a consistent and efficient manner, in line with agreed quality standards and service performance levels. The SDM acts as the primary point of contact and the central coordination role between the service provider and the customer, managing service performance, expectations, and service improvement initiatives with the objective of ensuring and building customer trust and satisfaction.Responsibilitiesensuring service delivery in accordance with agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs),coordinating activities and work between internal teams, external suppliers, and the customer,managing incidents, problems, changes, and requests in line with standardized principles and agreed procedures, including monitoring compliance with planned financial costs,collecting, prioritizing, and coordinating the fulfillment of customer requirements such as service requests, ad-hoc requests, change requests, etc.,monitoring service performance, reporting, and proposing improvements in service delivery,building and maintaining strong customer relationships,identifying, monitoring, and managing risks related to service delivery,preparing and leading regular meetings with customers, suppliers, and other stakeholders to review and evaluate service delivery,collaborating on the definition and improvement of standards, processes, and key performance indicators (KPIs),supporting the transition of new services into operation,identifying business opportunities and supporting pre-sales activities.Skills/QualificationsSLA & service delivery managementIncident, problem & change managementKPI monitoring & service reportingStakeholder & vendor coordinationRisk management & process improvementStrong communication & problem-solving skillsBachelor’s degree in Business, IT, Engineering, or related fieldExperience in service delivery / operations management