Senior Service Delivery Manager📣 Job Ad

About the Senior Service Delivery Manager Role

Comarch is seeking a Senior Service Delivery Manager to join its international telecom team. This full-time position, based in Dammam, Eastern region, focuses on ensuring high client satisfaction and service quality. The role requires a candidate with 5-10 years of experience in service delivery or project management within the telecom sector.

Role Responsibilities

The Senior Service Delivery Manager will be responsible for the independent supervision of large-scale client support services, ensuring all Key Performance Indicator (KPI) and Service Level Agreement (SLA) commitments are met. This includes the independent creation of Jira dashboards, presentations, and reports for internal and client management. The role involves providing substantive support, coordinating critical incidents, and maintaining availability outside standard hours when necessary. Planning, coordinating, and distributing tasks within support teams, while tracking ongoing performance, will also be a key duty. Regular communication with clients and stakeholders regarding service levels, issues, and planned improvements is essential, as is participation in key business meetings. The manager will oversee timely invoicing, manage service scope in line with contract compliance, and track labor intensity. Designing, negotiating, and documenting SLAs, alongside managing risk, change, quality, and costs related to client services, are also core functions. Collaboration with co-delivery teams, handling service tickets based on technical documentation, and optimizing processes will be integral to the role.

Candidate Profile and Qualifications

Candidates should possess a minimum of 5 years of experience as a Project Manager or Service Delivery Manager in the telecom industry, with a demonstrated history of managing large-scale clients. A higher technical degree in Computer Science, Telecommunications, Business, or a related field is required. Fluency in English is mandatory, with Arabic being highly preferred. A strong technical background in OSS, BSS, and IoT is necessary. Proficiency in tools such as Jira, Google Workspace (including Gemini, NotebookLM), and MS Office is expected, along with the ability to create clear executive summaries, business presentations, and data-driven reports. PMP and ITIL certifications are highly preferred. Exceptional stakeholder management skills, characterized by proactive delegation, active listening, composure under pressure, and driving win-win solutions, are crucial for this position.

Work Environment and Opportunities

This role offers the opportunity to work with prestigious clients in the region within a truly international and multicultural team environment. The position involves engagement in cutting-edge telecom and IT projects that contribute to the digital future. Comarch fosters a dynamic, growth-oriented culture that values initiative and expertise, with clear career advancement pathways available within its global structure.