Senior Service Delivery Manager

Are you an experienced leader in service delivery with an eye in the sky for digital transformation and excellence?

Teleperformance is on the hunt for a seasoned service delivery professional with a passion for driving excellence in customer experience. He/She will drive strategic service excellence while ensuring seamless operations across multiple sites for a next generation Airline in the GCC.

As a Senior Service Delivery Manager, you will oversee the strategic and successful delivery of the full customer experience (CX) portfolio for a major player in the aviation field. This includes managing advanced digital services and AI solutions, ensuring seamless service delivery across multiple countries, and driving continuous improvement initiatives.

You will act as the key point of contact between Teleperformance and our client, ensuring that service delivery not only meets the client's strategic goals but also drives sustained success in a fast-paced, ever-changing digital landscape.

The Primary Responsibilities include:

1. Leading service delivery & implementation, ensuring top-tier client satisfaction.
2. Building strong client relationships, aligning service strategies with business goals.
3. Overseeing a global service network, managing multicultural teams across multiple regions.
4. Driving innovation, integrating AI and digital solutions into service delivery.
5. Optimizing operations, identifying improvement opportunities and streamlining processes.
6. Managing performance, monitoring KPIs, SLAs, and ensuring exceptional service standards.
7. Handling escalations & risk management, proactively resolving challenges.

To be successful in this role you must have:

• A minimum of 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.
• A 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 a cornerstone of the operations team, ensuring that service delivery is not only efficient and effective but also aligned with the strategic goals of both Teleperformance and its clients. This role is critical in driving innovation, maintaining client satisfaction, and ensuring the long-term success of the business in a rapidly evolving digital landscape.

Join us to lead innovation in global service delivery and make a real impact on a world-class client experience—your leadership will shape the future!

The role is based in KSA, so relocation will be required.

Teleperformance is an Equal Opportunities Employer.