Service Management Specialist Jobs in Jeddah

• Team Leadership & Management: Supervise, coach, and support customer service agents to achieve performance targets. Develop team schedules and ensure adequate coverage across operating hours. Conduct regular performance reviews, one-on-one meetings, and training sessions. Foster a customer-centric culture and maintain high service standards.
• Customer Service Operations: Design, implement, and improve customer service processes, SOPs, and workflows. Establish service quality standards and ensure consistent customer experience across all communication channels. Handle escalated customer complaints and resolve complex customer issues. Monitor response times, resolution times, and service quality metrics.
• Performance Management & Reporting: Develop and manage customer service KPIs and dashboards. Analyze agent performance, productivity, customer satisfaction, and service trends. Generate weekly and monthly reports with actionable recommendations. Implement quality assurance programs, call audits, and customer feedback systems.
• CRM & Systems Management: Manage and optimize CRM systems to improve customer engagement and service efficiency. Utilize CRM data to track customer interactions, agent performance, and service outcomes. Support implementation and enhancement of customer service technologies. Experience with HubSpot or similar CRM platforms is highly preferred.
• Continuous Improvement: Identify opportunities to improve customer experience and operational efficiency. Recommend and implement automation, reporting tools, and workflow improvements. Develop customer journey mapping and service improvement initiatives. Collaborate with Operations, Marketing, and IT teams to enhance customer engagement.

• Bachelor's degree in Business Administration, Customer Service Management, Marketing, Operations Management, or a related field.
• Minimum 2–4 years of experience in customer service management or customer experience leadership. Proven experience managing customer service teams and performance metrics. Experience implementing customer service systems, KPIs, and reporting frameworks.
• Experience with CRM systems; HubSpot experience is highly desirable.

• Strong leadership and people management skills.
• Excellent communication and problem-solving abilities.
• Strong analytical and reporting skills.
• Ability to develop SOPs, KPIs, and performance management systems.
• Advanced proficiency in Excel, Google Sheets, and CRM reporting tools.
• Experience in customer journey analysis and service quality management.
• Fluent in English; Arabic is an advantage.

About the Role

OpenTech HR is seeking a highly experienced Cybersecurity Delivery Manager to join our team in Jeddah, Makkah, Saudi Arabia. This full-time position is crucial for leading the end-to-end delivery of managed security services, ensuring adherence to stringent SLAs, KPIs, governance requirements, and overall business expectations. The Cybersecurity Delivery Manager will serve as the primary liaison between our dedicated security operations teams and senior stakeholders, guaranteeing consistent, high-quality, and risk-aware service delivery.

Key Responsibilities

• Lead the comprehensive delivery of 24x7 managed security services across various domains, including Security Operations Center (SOC), Security Information and Event Management (SIEM), Incident Response, and Vulnerability Management.
• Ensure strict adherence to all Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and established service quality standards.
• Oversee all aspects of incident management, system monitoring, and operational performance to maintain optimal security posture.
• Champion and drive initiatives focused on continuous improvement and enhancing operational efficiency within the cybersecurity delivery framework.
• Act as the principal point of contact for all senior stakeholders, fostering strong relationships and clear communication channels.
• Lead regular service review meetings and provide comprehensive performance reporting to stakeholders.
• Effectively manage escalations, critical incidents, and all service-related issues to swift and satisfactory resolution.
• Ensure a strong alignment between the delivered security services and the overarching business objectives.
• Guarantee compliance with all relevant security standards, internal policies, and external regulatory requirements.
• Implement and diligently monitor risk management strategies and security controls to mitigate potential threats.
• Provide robust support for audit readiness and ensure accurate compliance reporting.
• Track and report on key operational metrics, including performance indicators and response times.
• Lead and coordinate cross-functional cybersecurity teams, fostering collaboration and synergy.
• Manage resource planning, effective workload distribution, and monitor team performance to ensure optimal output.
• Mentor and develop team members to enhance delivery maturity and overall effectiveness.
• Coordinate seamlessly across internal and external delivery teams to ensure unified service provision.
• Manage departmental budgets, forecasts, and actively pursue cost optimization initiatives.
• Ensure that service delivery aligns with all financial and contractual commitments.
• Support the identification and pursuit of service improvement and growth opportunities.
• Define and continuously evolve the roadmap for managed security services.
• Drive initiatives for automation, efficiency gains, and service maturity enhancements.
• Align cybersecurity delivery strategies with the overall business and security strategy of the organization.

Qualifications and Requirements

• Bachelor's degree in Cybersecurity, Information Technology, or a closely related field.
• Possession of relevant industry certifications such as CISSP, CISM, CCSP, ITIL, or PMP is highly desirable.
• A minimum of 8 years of progressive experience in cybersecurity or IT roles.
• At least 5 years of experience in service delivery or leadership positions.
• Demonstrated experience in managed security services and operating within enterprise environments.

Required Skills

• Cybersecurity
• IT
• Service Delivery
• Leadership
• Managed Security Services
• SOC (Security Operations Center)
• SIEM (Security Information and Event Management)
• Incident Response
• Vulnerability Management
• Governance
• Risk Management
• Compliance
• Team Leadership
• Financial Management
• Commercial Management
• Service Strategy
• Automation

Work Environment and Details

This is a full-time position based in Jeddah, Makkah, Saudi Arabia. The role requires a minimum of 10 years of experience, with at least 5 years in service delivery or leadership roles within managed security services and enterprise environments. The salary for this position is SAR 25,000 per month.

About the Role

The Saudi National Bank (SNB) is seeking a Manager, IT Production to join its team in Jeddah, Makkah, Saudi Arabia. This full-time position is essential for ensuring the continuous availability and optimal performance of the bank's IT applications and infrastructure. The role focuses on minimizing unplanned system failures, managing system installations, configurations, and upgrades to enhance business productivity, and overseeing key areas including Database Management, IT Operations (Network), and IT Operations (Datacenters). This position plays a vital role in managing IT production environments, ensuring seamless business operations, and supporting strategic IT initiatives. The ideal candidate will possess a strong understanding of banking IT production and operations, with a proven ability to translate business needs into effective IT solutions.

Key Responsibilities

• Manage projects involving new technologies across system infrastructure, applications, and databases to ensure timely and smooth implementation.
• Supervise the administration of systems, including system infrastructure, applications, and databases, to guarantee service availability for business owners and customers.
• Plan, design, and implement disaster recovery procedures for installed systems and services, ensuring the backup of critical systems and data.
• Lead and manage the team in troubleshooting and recovering transactions and services impacted by incidents.
• Oversee all projects and initiatives, such as new implementations, redesigns, or upgrades, to address the scalability and stability of the network infrastructure (voice, digital, and security), ensuring timely project delivery.
• Supervise the installation, maintenance, and optimization of network infrastructure, including hardware, software, and communication links, to support business operations and customer needs.
• Oversee the configuration and setup of security infrastructure, including security appliances and software, to ensure secure access to vital business applications and information.
• Conduct periodic security reviews of all system and application access.
• Plan, design, and implement service and infrastructure monitoring and automation to ensure proactive incident resolution and enhance productivity.
• Plan and manage the implementation of system performance and capacity management monitoring to ensure the stability of systems and services.
• Provide periodic system status reports to senior management, detailing the availability of system services.
• Manage the delivery of production tasks, such as running batches and operational jobs, to ensure timely posting of transactions and availability of reports as required by the business and customers.
• Ensure timely response to all alerts, resolving or escalating issues as appropriate, while collaborating closely with business stakeholders to assure continued quality of service.
• Adhere to the Bank’s AML/CTF policy, guidelines, and all SAMA regulations relating to account opening, KYC, and Customer Due Diligence.

Qualifications and Requirements

• Must be a Saudi national.
• Possess a Bachelor's degree in Computer Science, IT, or a related field, or an acceptable educational level complemented by strong banking experience.
• Have 5-8 years of relevant experience in IT Systems or related IT functions, including at least 3 years in positions with progressively increasing managerial responsibilities within a financial institution.
• Demonstrate knowledge of banking IT production.
• Exhibit knowledge of banking operations and requirements.
• Possess experience in translating business needs into IT systems and operations.

Required Skills

• Database Management
• IT Operations - Network
• IT Operations - Datacenters
• System Infrastructure management
• Application management
• Database administration
• Disaster Recovery planning and implementation
• Backup strategies and execution
• Troubleshooting and incident resolution
• Network Infrastructure design, implementation, and maintenance
• Security Infrastructure configuration and management
• System Performance Monitoring
• Capacity Management
• Knowledge of AML/CTF Policy
• Understanding of KYC procedures
• Proficiency in Customer Due Diligence

Work Environment and Details

This is a full-time position based in Jeddah, Makkah, Saudi Arabia. The role requires 5-10 years of experience, with specific emphasis on IT production and operations within a financial institution, including managerial responsibilities.

A recruiting operations and follow-up employee is required to work in Jeddah.

We are looking for an employee with experience in managing and operating delivery app representatives such as:
HungerStation – Kita – Ninja

Job Responsibilities:

• Monitoring the dashboard and managing the performance of the representatives
• Attracting and registering new representatives
• Monitoring daily attendance and commitment
• Increasing the productivity of representatives and achieving targets
• Solving operational problems and coordinating with support
• Preparing performance reports and daily follow-ups

Requirements:

• Previous experience in operating or managing delivery representatives
• Excellent communication and follow-up skills
• Ability to work under pressure
• Proficiency in using computers and operational systems
• Seriousness and discipline in work

Job Details:

• Work Location: Jeddah
• Working Hours: 12 hours
• Salary: 3000 SAR 
• Performance bonus based on productivity and target achievement

For interested candidates, please send your CV through the platform.

About the Role

Delta Hotels and Resorts is seeking a dedicated Steward-Chief to manage daily kitchen utility operations and staff at its location in Jeddah, Saudi Arabia. This full-time management position is essential for ensuring the smooth and efficient functioning of the kitchen's back-of-house operations, directly contributing to guest satisfaction and operational excellence.

Key Responsibilities

• Manage daily kitchen utility operations and staff, ensuring efficient workflow and adherence to standards.
• Oversee dish room operations, including the proper use and cleaning of all dish room machinery.
• Supervise night cleaning activities to maintain a pristine and sanitary kitchen environment.
• Manage back dock cleaning and maintenance to ensure a safe and organized receiving area.
• Coordinate banquet plating and food running services to support event operations.
• Order and manage necessary supplies, ensuring staff have adequate equipment, tools, and uniforms.
• Schedule subordinate work effectively.
• Monitor the inflow of ordered materials and maintain current inventory levels.
• Conduct regular inventories of china, glass, and silver, reporting any shortages.
• Control inventories of food, equipment, smallware, and liquor, and report shortages.
• Inspect supplies, equipment, and work areas to ensure efficient service and conformance to standards.
• Investigate and follow up on employee accidents to ensure safety protocols are met.
• Manage all kitchen equipment, china, glass, and silver, ensuring adequate clean supplies are always available.
• Supervise employees' adherence to loss prevention policies.
• Enforce proper cleaning routines for all serviceware, equipment, and floors.
• Ensure all food holding and transport equipment is in proper working order.
• Ensure compliance with all applicable laws and regulations, including food handling and sanitation standards.
• Communicate relevant information to executives, peers, and subordinates in a timely manner.
• Utilize leadership and communication skills to influence and encourage others.
• Demonstrate honesty and integrity.
• Supervise and manage employees, understanding their roles well enough to perform duties in their absence.
• Provide leadership and direction to align departmental goals with overall property objectives.
• Ensure and maintain the productivity level of employees.
• Serve as a role model, demonstrating appropriate behaviors and work ethics.
• Achieve departmental goals, including performance and budget targets.
• Recognize the contributions of team members.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Communicate performance expectations clearly.
• Establish and maintain open, collaborative relationships with employees.
• Participate in managing controllable expenses to achieve or exceed budgeted goals.
• Strive to improve service performance and guest satisfaction.
• Solicit employee feedback to foster a positive work environment.
• Understand the impact of departmental operations on overall property financial goals and objectives.
• Attend meetings and communicate with management and staff to improve the quality of service.
• Manage day-to-day operations to ensure quality, standards, and customer expectations are met daily.
• Emphasize guest satisfaction and focus on continuous improvement.
• Provide guidance and direction to subordinates, setting performance standards and monitoring performance.
• Recruit, interview, select, hire, and promote employees.
• Train employees in safety procedures and proper equipment and chemical usage.
• Provide feedback to individuals based on observations of service behaviors.
• Review employee satisfaction results to identify and address employee problems or concerns.
• Ensure disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
• Ensure property policies are administered fairly and consistently.
• Participate in employee progressive discipline procedures.

Qualifications and Requirements

• High school diploma or GED required.
• A 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major is preferred.
• A minimum of 4 years of experience in procurement, food and beverage, culinary, or a related professional area is required if holding a high school diploma.
• A minimum of 2 years of experience in procurement, food and beverage, culinary, or a related professional area is required if holding a 2-year degree.

Required Skills

• Dish Room Operations
• Night Cleaning
• Back Dock Cleaning and Maintenance
• Banquet Plating
• Food Running
• Procurement
• Food and Beverage Management
• Culinary Support
• Inventory Management
• Loss Prevention
• Sanitation Standards
• Food Handling
• Leadership and Team Management
• Communication and Interpersonal Skills
• Financial Decision Making
• Integrity and Honesty
• Teamwork and Collaboration
• Problem-Solving
• Customer Service Excellence
• Human Resource Management
• Recruiting and Hiring
• Employee Training
• Disciplinary Procedures

Work Environment and Location

This is a full-time management position located in Jeddah, Saudi Arabia. The role involves overseeing kitchen utility operations, contributing to the overall guest experience and operational efficiency of the establishment.

Delta Hotels and Resorts is committed to being an equal opportunity employer, fostering an environment where diverse backgrounds are valued and celebrated. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

About the Role

The Ritz-Carlton Hotel Company, *** is seeking a dedicated Supervisor-Food Services to join their team in Jeddah, Makkah, Saudi Arabia. This full-time, non-management position offers an opportunity to contribute to the exceptional service standards that define The Ritz-Carlton brand. As a Supervisor, you will play a crucial role in ensuring seamless food and beverage operations, fostering a positive team environment, and delivering unparalleled guest experiences.

At The Ritz-Carlton, the focus is on creating experiences that remain with guests long after their departure. The company empowers its Ladies and Gentlemen to be creative, thoughtful, and compassionate, upholding the "Gold Standards" that guide daily operations. Joining this team means becoming part of a global brand leader in luxury hospitality.

Key Responsibilities

• Ensure staff collaboration to achieve optimal service and meet guest needs.
• Inspect staff grooming and attire, rectifying any deficiencies to maintain professional standards.
• Complete opening and closing duties, including setup, cleaning, and securing premises.
• Inspect storage areas for organization, adherence to the First-In, First-Out (FIFO) principle, and cleanliness.
• Complete scheduled inventories and requisition necessary supplies.
• Monitor dining rooms to ensure seating availability, service quality, and guest safety and well-being.
• Complete work orders for any required maintenance repairs.
• Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating, and coaching employees.
• Serve as a role model and the first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
• Adhere to all company and safety and security policies and procedures.
• Report accidents, injuries, and unsafe work conditions to management and complete required safety training and certifications.
• Ensure uniform and personal appearance are clean and professional at all times.
• Maintain the confidentiality of proprietary information and protect company assets.
• Welcome and acknowledge all guests according to company standards.
• Anticipate and address guests' service needs, including assisting individuals with disabilities.
• Thank guests with genuine appreciation for their patronage.
• Speak with others using clear and professional language.
• Develop and maintain positive working relationships with colleagues.
• Support the team to reach common goals and listen and respond appropriately to the concerns of other employees.
• Ensure adherence to quality expectations and standards.
• Identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
• Read and visually verify information in a variety of formats, including small print.
• Visually inspect tools, equipment, or machines to identify defects.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Move through narrow, confined, or elevated spaces.
• Move up and down stairs and/or service ramps.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Perform other reasonable job duties as requested by Supervisors.

Qualifications and Requirements

• A high school diploma or *** equivalent is preferred.
• A minimum of 2 years of related work experience is required.
• At least 1 year of supervisory experience is required.

Required Skills

• Food and Beverage operations
• Culinary knowledge
• Guest Service excellence
• Teamwork and collaboration
• Leadership and staff supervision
• Problem-solving abilities
• Quality Assurance
• Adherence to Safety and Security Policies

Work Environment and Details

This is a full-time, non-management position located in Jeddah, Saudi Arabia. The role is based at the Al Hamra District, Southern Corniche, Jeddah, Saudi Arabia, 21493. The required experience is 2-5 years.

• Lead and manage floor service during assigned shifts, ensuring guest expectations are met or exceeded.
• Monitor table status and service timing in coordination with kitchen and bar teams.
• Conduct pre-shift meetings to align the team on updates and service priorities.
• Greet guests warmly and ensure satisfaction during their experience.
• Manage guest complaints with discretion and empathy.
• Supervise staff during service to maintain high quality standards.
• Identify training needs and support team development initiatives.

• 3+ years experience in a luxury hotel or upscale dining environment.
• Forbes 5 Star hotel experience is a significant advantage.
• Strong understanding of restaurant operations and service standards.
• Exceptional guest interaction and service recovery skills.

• Responding to customer inquiries promptly via calls, cases, and chats.
• Managing complaints and shipment disruptions with professionalism.
• Coordinating with internal teams for timely resolutions.
• Conducting regular meetings with customers to enhance service delivery.
• Identifying value-added services to promote customer engagement.

• 2-5 years of experience in Shipping & Logistics.
• Strong skills in customer and vendor relationship management.
• Proven track record of driving change and innovation.
• Excellent communication and decision-making abilities.
• Proficiency in MS Office applications.

• Act as the single-entry point for all customer care queries, ensuring full case ownership throughout the lifecycle.
• Respond to customer communications, including calls, cases, and chats, within specified SLA timelines.
• Handle customer complaints and shipment disruptions professionally and efficiently, coordinating with internal teams for timely resolutions.
• Keep customers informed about operational updates, such as vessel delays and rollovers.
• Monitor and review customer KPIs like FCRR, TAT, and NPS while conducting regular meetings to promote continuous improvement.
• Identify and promote value-added services to enhance customer experience.

• 2-5 years of experience in Shipping & Logistics.
• Strong relationship management skills with customers and vendors.
• Ability to drive change, innovation, and process improvement.
• Excellent communication and decision-making skills.
• Proficient in MS Office applications.