Service Delivery Manager

Keeta, an independent brand of Meituan, is redefining food delivery across Hong Kong, Saudi Arabia, Brazil, and the Middle East. As we continue to scale, we're looking for a Service Delivery Manager to lead our customer experience operations in Dubai, drive service excellence, and ensure seamless support for our customers, merchants, and riders.If you're passionate about customer experience, operational leadership, and driving high-performing teams, we'd love to hear from you!What You'll DoTeam Leadership & BPO ManagementLead and develop an internal team of Service Delivery Specialists while overseeing multiple BPO partners.Drive vendor accountability, operational consistency, and high-quality service delivery.Service Delivery & Escalation ManagementOversee end-to-end customer support operations, including complex escalations, issue resolution, and service performance.Ensure timely and effective support across customer, merchant, and rider operations.Performance Management & Operational ExcellenceMonitor key service KPIs, identify performance gaps, and implement data-driven improvement initiatives.Develop operational best practices, strengthen service standards, and ensure compliance with company policies and local regulations.Cross-Functional CollaborationPartner with Operations, Quality, Training, and other business teams to improve service efficiency and customer satisfaction.Deliver performance reports and actionable recommendations to senior leadership.What We're Looking ForBachelor's degree in Business Administration, Operations, or a related field.5+ years of experience in Service Delivery, Customer Experience, Contact Center Operations, or Customer Support Management.Proven experience managing BPO/vendor operations and frontline service performance.Strong people leadership, coaching, and team development skills.Solid understanding of service KPIs, escalation management, and operational improvement.Excellent problem-solving, communication, and stakeholder management capabilities.Fluency in Arabic and English is mandatory.Why Join Keeta?🌍 Global exposure – Collaborate with diverse teams and international stakeholders across a rapidly growing business.🚀 High ownership & impact – Shape service delivery operations and drive meaningful improvements in customer experience.🤝 Leadership opportunity – Develop high-performing teams and work closely with BPO partners to deliver operational excellence.📈 Career growth – Join a supportive, high-performance environment with exciting opportunities for professional development.