Service Delivery Manager

Description

We are looking for an experienced Service Delivery Manager (SDM) to own end-to-end delivery for a contact center managed services engagement. The SDM will be the single point of accountability for service performance across the CRM/contact center application layer, the underlying voice and IT infrastructure, and the security posture of the environment. This role requires someone who can operate comfortably across technical, commercial, and client-relationship dimensions — translating SLAs into operational reality, managing a multi-disciplinary delivery team, and acting as the primary escalation point for the client.

Service Delivery & Governance

• Own overall service delivery for the contact center managed services contract, ensuring SLA/OLA/KPI targets are consistently met or exceeded.
• Act as primary point of escalation for operational issues, major incidents, and client concerns, driving timely resolution and root-cause analysis.
• Lead governance cadences — daily operational stand-ups, weekly service reviews, and monthly/quarterly business reviews (MBR/QBR) with client stakeholders.
• Manage service improvement plans (SIPs), continuous improvement initiatives, and capacity/demand planning for the contact center operation.
• Maintain accurate service reporting, dashboards, and SLA compliance documentation; present performance data to client and internal leadership.
• Manage the delivery P&L for the account, including resource utilization, cost control, and identification of upsell/cross-sell opportunities. 

CRM & Contact Center Application Management

• Oversee administration, configuration, and ongoing support of the CRM/contact center platform (e.g., Microsoft Dynamics 365 Contact Center, Salesforce Service Cloud, Genesys, Avaya, or similar), ensuring high availability and functional fit to business processes.
• Coordinate CRM change requests, integrations (telephony, IVR, omnichannel, reporting/BI), release management, and UAT cycles with technical teams and the client.
• Manage relationships with CRM/CCaaS vendors and act as liaison between the client's business teams and TVS's technical delivery teams.
• Drive data quality, workflow optimization, and reporting/analytics improvements within the CRM environment to support contact center KPIs (AHT, FCR, CSAT, occupancy, etc.).

Infrastructure Management

• Oversee the supporting IT and telephony infrastructure (on-prem, cloud, or hybrid) — including servers, network, voice/IVR systems, call recording, and contact center telephony integration.
• Coordinate infrastructure changes, patching, capacity planning, and disaster recovery/business continuity readiness with infrastructure and DevOps teams.
• Manage third-party vendors (telecom carriers, cloud providers, hardware OEMs) involved in supporting the contact center environment.
• Ensure infrastructure monitoring, alerting, and incident management processes are in place and effective (ITIL-aligned). 

Security & Compliance

• Ensure the contact center environment (CRM, infrastructure, voice systems, recordings, and customer data) complies with relevant security standards and regulatory requirements (e.g., UAE data protection regulations, PCI-DSS for payment-related interactions, ISO 27001).
• Work with the security/SOC team to manage vulnerability remediation, access control reviews, and incident response specific to the contact center stack.
• Oversee security aspects of call recording storage, data retention, and access governance, ensuring sensitive customer data is appropriately protected.
• Support client security audits, compliance assessments, and risk reviews related to the managed service scope. 

Team & Stakeholder Management

• Lead and mentor a cross-functional delivery team spanning CRM administrators, infrastructure/network engineers, security analysts, and contact center operations staff.
• Manage staffing, shift planning, and performance of the delivery team to ensure 24x7 (or contracted hours) coverage where required.
• Build and maintain strong relationships with client business and IT stakeholders, positioning TVS as a trusted long-term delivery partner.

Professional background

• 8–12+ years of experience in IT/contact center service delivery, with at least 3–5 years in a Service Delivery Manager or similar leadership role.
• Proven experience managing contact center or CRM platforms (e.g., Microsoft Dynamics 365, Salesforce, Genesys Cloud, Avaya, Cisco Contact Center, or NICE) in a live operational environment.
• Solid working knowledge of supporting IT infrastructure — networking, voice/telephony (IVR, ACD, SIP), virtualization, and cloud platforms (Azure/AWS).
• Working understanding of information security principles as applied to customer-facing platforms — access management, data protection, vulnerability management, and compliance frameworks.
• Strong command of ITIL-based service management practices (incident, problem, change, and SLA management); ITIL certification preferred.
• Experience managing managed services contracts, SLAs, and client governance structures in the UAE/GCC market is highly preferred.
• Excellent stakeholder management, communication, and executive presentation skills.
• Bachelor's degree in IT, Computer Science, Engineering, or related field; PMP, ITIL, or relevant CRM/security certifications are a plus.