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Service Delivery Lead

1 month ago

Manama, Manama, Bahrain RESO Full time

Role Overview:

We're looking for an ambitious Service Delivery Lead to lead the end-to-end service delivery function for enterprise clients by overseeing customer support operations, ensuring SLA compliance, resolving service issues, and driving process and experience improvements. Also responsible for managing and coaching service delivery staff.

Primary Responsibilities:

Customer Service & Support Operations

  • Handle client queries, issues, and service requests through ticketing systems
  • Oversee call center/customer support workflows
  • Ensure timely and high-quality resolution of tickets

Service Delivery Management

  • Coordinate delivery of services/products post-sale
  • Track and report on SLAs and service performance metrics
  • Collaborate with internal teams and vendors to resolve technical/service issues

Knowledge & Process Enablement

  • Maintain and update client profiles and service records
  • Develop and manage customer knowledge base and internal support guides
  • Deliver client onboarding and basic technical training

Stakeholder & Relationship Management

  • Act as primary point of contact for key enterprise customers
  • Provide regular service updates to customers and internal stakeholders
  • Support improvements in service delivery models and processes

Reporting & Continuous Improvement

  • Monitor service KPIs and generate internal and client-facing reports
  • Analyze trends and recommend operational improvements
  • Support development of scalable delivery models and tools

Team Leadership & Performance

  • Manage and coach service delivery staff
  • Set clear KPIs and performance targets for team members
  • Review workload distribution, provide feedback, and support skill development

Role Requirements:

  • Bachelor's degree in STEM, Business, or related fields
  • 3-5 years in customer service, technical sales, or support delivery roles
  • Bilingual (English & Arabic preferred).
  • 1 year managing or mentoring team members
  • Service delivery, ticket management, call center / customer operations, SLA tracking and reporting Experience
  • Experience with process documentation and improvement
  • Experience with customer onboarding and training support
  • Experience with CRM/helpdesk tools (e.g., Salesforce, Zendesk, Freshdesk), ICT service knowledge (basic), data tracking and basic reporting tools
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