Delivery Operations Manager📣 Job Ad

About the Delivery Operations Manager Role

BICS is seeking a Delivery Operations Manager to join its team in Riyadh. This full-time position requires 2-5 years of experience and focuses on ensuring the seamless operational continuity of CPaaS communication products. The role involves supporting Customer Operations leadership through operational excellence, change management, and delivery continuity across various regions.

Role Responsibilities

• BAU Operations Management: Oversee daily service continuity, coordinate requirements with stakeholders including sales, product, engineering, and customers, and resolve operational bottlenecks.
• Customer Operations Support: Act as an extension of Customer Operations leadership to drive resolutions, meet delivery commitments, and manage expectations of internal and external stakeholders.
• Change & Enhancement Handling: Facilitate product and platform changes, including feature rollouts, ensuring cross-team coordination for planning, execution, validation, and communication.
• Documentation & Communication: Maintain up-to-date operational documentation and provide timely, transparent communication to all teams regarding delivery matters.
• SLA & Ticket Management: Monitor daily task queues and ticket flows, identify potential SLA risks early, and align resources to ensure timely issue resolution.
• Regional Delivery Support: Bridge global operations with regional execution, considering timezone differences and specific local customer needs.
• Presales & Technical Engagement: Participate in technical and presales calls to present platform capabilities, including dashboard walkthroughs and API integrations for SMS, WhatsApp Business, and Email.

Qualifications and Requirements

• Bachelor’s degree in Engineering, Information Technology, Telecommunications, or a related field.
• Mandatory experience within the Kingdom of Saudi Arabia (KSA).
• Must be based in Riyadh.
• Fluent in both Arabic and English.
• 3–7 years of experience in operations, service delivery, or technical project coordination, with a preference for CPaaS or telecom domain experience.
• Proven experience working within cross-functional and geographically distributed teams.
• Strong communication, analytical, and problem-solving abilities.
• Desirable to have exposure to customer-facing and enterprise service delivery environments.

Work Environment

This role operates within a fast-paced, customer-focused environment that requires proactive ownership. Collaboration occurs across support, product, engineering, and sales teams.