747 Service Delivery Manager jobs in Egypt

The IT Service Delivery Manager (ITSDM) is responsible for ensuring the efficient and effective delivery of IT

services to meet business needs. This role oversees service management processes, ensures high customer

satisfaction, and aligns IT service delivery with organizational goals. The ITSDM works closely with internal

teams, vendors, and stakeholders to drive service excellence, optimize performance, and improve IT operations.

Role and Responsibilities

Service Delivery & IT Operations Management:

• Oversee the end-to-end delivery of IT services, ensuring SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are met.

• Manage IT support teams (Service Desk, Infrastructure, Applications, etc.) to deliver high-quality technical support and services.

• Develop, implement, and maintain ITIL-based service management processes (Incident, Problem, Change, and Release Management)

• Monitor IT service performance and implement continuous improvement initiatives.

Stakeholder

• Act as the primary point of contact for business units regarding IT services and escalations.
• Work closely with internal and external teams to ensure seamless service integration.

IT Service Continuity & Security Compliance:

• Ensure compliance with IT security policies, data protection regulations, and industry best practices.
• Conduct risk assessments and proactively mitigate IT service risks.

Strategic Planning & Process Improvement:

• Identify opportunities for automation, process optimization, and cost reduction within IT operations.
• Align IT services with business objectives by working closely with leadership and IT teams.
• Lead IT projects related to service delivery enhancements and digital transformation

Performance Monitoring & Reporting:

• Track and report on IT service performance metrics, incident trends, and root cause analyses.
• Provide regular reports and insights to senior management on IT service performance.
• Ensure end-user satisfaction by conducting surveys and feedback assessments.

Leadership & Team Management:

• Lead, mentor, and develop IT service teams to enhance technical and customer service skills.
• Drive a culture of service excellence and continuous improvement within the IT department.
• Conduct training programs to enhance IT service management knowledge across teams.

Requirements

Bachelor's degree in IT, Computer Science, or related field (Master's preferred).

• 15+ years of experience in IT Service Management, IT Operations, or a similar role.
• Cloud native skills
• Strong understanding of ITIL frameworks, ITSM tools (e.g., ServiceNow, BMC Remedy), and IT

governance best practices.

• Experience in managing IT support teams and vendors in a multi-cloud or hybrid IT environment.
• Excellent problem-solving, analytical, and decision-making skills.
• Strong leadership, communication, and stakeholder management abilities.
• Experience with incident management, change management, and IT project management.

Preferred Qualifications:

• Knowledge of cybersecurity, compliance frameworks, and disaster recovery planning.

Company Description

Atheel Contact Center is a leading customer service provider in Qesm El Maadi, Cairo. With headquarters in El-Tatbeqyen Tower, Atheel has established itself as one of the top-ranked companies in the market. Our call centers operate 24/7 and we have a capacity of more than 500 seats across our branches in Maadi. As we continue to grow, we aim to serve a wider range of local and offshore clients by listening to their requirements, handling their concerns, and exceeding their expectations.

Role Description

This is a full-time on-site role for a Service Delivery Manager. The
Service Delivery
Manager will oversee day-to-day operations, manage client accounts, ensure smooth communication between internal teams and clients, and identify opportunities for process improvement and efficiency. The role requires strong customer service skills, project management expertise, and collaboration with cross-functional teams.

Qualifications

• Very good English Speaker
• Experience in customer service or account management (Offshore account)
• Strong communication and interpersonal skills
• Ability to multitask and prioritize effectively
• Experience in project management
• Problem-solving and analytical skills
• Attention to detail and organizational skills
• Proficiency in MS Office applications
• Knowledge of CRM systems
• Ability to work under pressure and meet deadlines
• Previous experience in the contact center industry

For more information send a WhatsApp message to

Job Title:

Service Delivery Manager

Job Description

Job Description

A Service Delivery Manager's primary focus is building strong and mutually beneficial relationships with their assigned clients. They serve as the primary liaison with Client, the Engineers, and Catalyst Account Management; supporting projects, and service delivery. They drive client satisfaction. They are Concentrix culture catalysts.

Responsibilities:

• Client Facing responsibilities

• Builds strong relationships with assigned clients and CNX business units.

• Serves as the primary contact for the client and internal business units.
• Responsible for client communications and conflict resolution.
• Address client concerns in an efficient and timely manner.

• Engineering team responsibilities

• Partner with the Engineering team to ensure on time and to budget delivery.

• Assist Engineering teams to understand client requirements
• On board and continue to support the Engineers needs after on boarding.

• Catalyst Account Management.

• Understand and communicate client business problems and needs to internal and external stakeholders by leading and being an active participant in client-facing meetings.

• Deliver monthly reviews to account management.
• Support business during client QBRs.
• Minimize Engineering costs.

• CSAT Technology Champion

• Seek client feedback.

• Develop related action plans to improve CSAT.
• Collaborate with Engineering team to help drive improvements in CSAT score.

• Concentrix Culture Champion

• Develop personal understanding of what it means to live the Concentrix Culture.

• Model the way by aligning actions and behaviors with the Concentrix Culture.
• Mentor others to understand and model the Concentrix Culture.

Position Requirements:

• Bachelor's Degree in related field from a four-year university or college preferred.
• Excellent verbal and written communications skill (English, and native language)
• Excellent listening, negotiation, and presentation skills
• Proven ability to prioritize and deliver multiple client-focused projects in a fast-paced, deadline-oriented business environment.
• Expert ability to handle conflict resolution.
• Ability to influence effectively at all levels of the organization.
• Proven ability to track/manage/reduce costs.

Location:

EGY Work-at-Home

Language Requirements:

Time Type:

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

Company Description

Robiquity is a technology consultancy specialising in low-code and AI solutions. Our clients realise measurable benefits in revenue, profitability and service, with multiples of return on investment, typically in-year. We enable future ways of working with AI and Automation, supporting our clients to completely rethink how they operate.

As a technology-agnostic solutions partner, we are turning the potential of automation technology into impactful solutions across Policing, Central Government, Pharmaceuticals and Financial Services. Our pedigree in hyper-automation provides a competitive edge when we deploy solutions developed on Microsoft Power Platform, UiPath, and Blue Prism.

Robiquity is a straight-talking business built on experience and results. The growth we have realised across our client portfolio and sectors is attributable to the work ethic of our team, our commitment to partnership, and our shared values.

Your Opportunity

We are seeking an experienced
Service Delivery Manager
to oversee the successful delivery of IT, AI, Automation, and Low-Code services to our clients.

You will be accountable for service delivery excellence across the full lifecycle — from initial transition and onboarding, through steady-state operations, to continuous service improvement.

This role is pivotal to our growth strategy and will involve:

• Owning the service delivery and performance management of critical client engagements, ensuring SLA and KPI compliance.
• Leading Robiquity Managed Service teams using ITIL-aligned frameworks.
• Engaging directly with senior client stakeholders to manage expectations, escalations, and service governance.
• Forming part of the client account leadership team alongside the onsite services delivery managers and head of managed services to define service and account strategy.
• Supporting as needed in commercial management, including scope definition, service contracts, reporting, and financial management of accounts.
• Championing a positive service culture by applying Robiquity's ethos and ensuring a "One Team" mentality across managed services teams.
• Coaching, mentoring, and supporting team members to deliver high-quality outcomes in both technical and non-technical areas.
• Identifying opportunities to extend service scope, introduce automation solutions, and secure long-term client growth.
• Supporting the wider business in developing new client propositions and market-facing content.

Our Requirements

We're looking for a Service Delivery Manager who thrives in a consulting and fast-paced technology environment. If you can combine delivery leadership with a strong understanding of automation technologies, this could be the role for you.

Skills & Experience Required
:

• 8+ years' experience in managing IT/automation service delivery engagements within a consultancy or technology services environment.
• Proven team management skills with the ability to instill a "One Team" culture.
• Experience managing SLA/RAID items and handling senior stakeholder escalations.
• Strong commercial acumen: drafting Statements of Work (SOWs), change requests, and managing service finances.
• Hands-on exposure to Microsoft Power Platform (Power Apps, Power Automate, Power BI) is highly desirable.
• Knowledge of RPA tools (UiPath, Blue Prism) and cloud platforms (Azure, AWS) is advantageous.
• Excellent communication, stakeholder engagement, and presentation skills.
• Ability to identify new opportunities within accounts and contribute to sales/pitches for additional Robiquity services.
• Previous consulting experience and leading service or development teams is essential.
• Previous experience in nearshore/ offshore operations and multiple locations teams is essential.

Benefits

This is an opportunity to join a company that will invest in you and your career.

We offer:

• Competitive package paid in USD.
• Opportunities for growth, certification, and professional development.
• A collaborative, supportive culture where you can thrive and make impact.

We are embarking on an
incredible growth journey
. Are you ready to join us?

Company Description

Atheel Contact Center is a leading customer service provider in Qesm El Maadi, Cairo. With headquarters in El-Tatbeqyen Tower, Atheel has established itself as one of the top-ranked companies in the market. Our call centers operate 24/7 and we have a capacity of more than 500 seats across our branches in Maadi. As we continue to grow, we aim to serve a wider range of local and offshore clients by listening to their requirements, handling their concerns, and exceeding their expectations.

Role Description

This is a full-time on-site role for a Service Delivery Manager. The Service DeliveryManager will oversee day-to-day operations, manage client accounts, ensure smooth communication between internal teams and clients, and identify opportunities for process improvement and efficiency. The role requires strong customer service skills, project management expertise, and collaboration with cross-functional teams.

Qualifications

• Very good English Speaker
• Experience in customer service or account management (Local & Offshore accounts)
• Strong communication and interpersonal skills
• Ability to multitask and prioritize effectively
• Experience in project management
• Problem-solving and analytical skills
• Attention to detail and organizational skills
• Proficiency in MS Office applications
• Knowledge of CRM systems
• Ability to work under pressure and meet deadlines
• Previous experience in the contact center industry

For more information send a WhatsApp message to

The IT Service Delivery Manager (ITSDM) is responsible for ensuring the efficient and effective delivery of IT services to meet business needs within a multi-cloud environment. This role oversees service management processes, ensures high customer satisfaction, and aligns IT service delivery with organizational goals. The ITSDM works closely with internal teams, vendors, and stakeholders to drive service excellence, optimize performance, and improve IT operations across on-premises, Oracle Cloud Infrastructure (OCI), and Google Cloud Platform (GCP).

• Service Delivery & IT Operations Management:

• Oversee the end-to-end delivery of IT services, ensuring SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are met across on-prem, OCI, and GCP environments.

• Manage IT support teams (Service Desk, Infrastructure, Applications, etc.) to deliver high-quality technical support and services.
• Develop, implement, and maintain ITIL-based service management processes (Incident, Problem, Change, and Release Management).
• Monitor IT service performance and implement continuous improvement initiatives.

• Ensure seamless integration and service orchestration between on-prem, OCI, and GCP.

• Stakeholder Management:

• Act as the primary point of contact for business units regarding IT services and escalations.

• Work closely with internal and external teams to ensure seamless service integration.

• Manage vendor relationships for cloud service providers (OCI, GCP) and third-party MSPs.

• IT Service Continuity & Security Compliance:

• Ensure compliance with IT security policies, data protection regulations, and industry best practices.

• Conduct risk assessments and proactively mitigate IT service risks.

• Implement and enforce security best practices for OCI and GCP environments.

• Strategic Planning & Process Improvement:

• Identify opportunities for automation, process optimization, and cost reduction within IT operations.

• Align IT services with business objectives by working closely with leadership and IT teams.
• Lead IT projects related to service delivery enhancements and digital transformation.

• Develop and implement cloud governance models for OCI and GCP.

• Performance Monitoring & Reporting:

• Track and report on IT service performance metrics, incident trends, and root cause analyses.

• Provide regular reports and insights to senior management on IT service performance.
• Ensure end-user satisfaction by conducting surveys and feedback assessments.

• Utilize cloud-native monitoring tools (OCI Logging, Google Cloud Operations Suite) for proactive incident management.

• Leadership & Team Management:

• Lead, mentor, and develop IT service teams to enhance technical and customer service skills.

• Drive a culture of service excellence and continuous improvement within the IT department.
• Conduct training programs to enhance IT service management knowledge across teams.

.

·    Bachelor's degree in IT, Computer Science, or related field (Master's preferred).

· years of experience in IT Service Management, IT Operations, or a similar role.

·    Expertise in multi-cloud environments, particularly OCI and GCP.

·    Strong understanding of ITIL frameworks, ITSM tools (e.g., ServiceNow, BMC Remedy), and IT governance best practices.

·    Experience in managing IT support teams and vendors in a multi-cloud or hybrid IT environment.

·    Strong understanding of OCI IAM, GCP IAM, networking, security policies, and cloud automation.

·    Excellent problem-solving, analytical, and decision-making skills.

·    Strong leadership, communication, and stakeholder management abilities.

·    Experience with incident management, change management, and IT project management.

·    Certifications in OCI and GCP (e.g., OCI Architect Professional, Google Professional Cloud Architect) are highly desirable.

Preferred Qualifications:

• Knowledge of cybersecurity, compliance frameworks, and disaster recovery planning.

Main Job Responsibilities:

• Manage and follow up on all ongoing offered Managed Services to ensure successful delivery and customer satisfaction.
• Review all Statements of Work (SOWs) provided by the Presales team for clarity, feasibility, and completeness.
• Optimize service scope, cost, and duration for efficient delivery.
• Identify potential risks and opportunities, and develop mitigation plans as needed.
• Share service delivery findings and updates with relevant internal stakeholders.
• Ensure all service scope documentation is reviewed and properly archived.
• Lead and manage changes in SOWs for running business engagements.
• Conduct regular reviews of Sales Orders (SOs) and identify services that have been completed.
• Monitor and ensure service delivery aligns with Service Level Agreements (SLAs) to maintain high levels of customer satisfaction.
• Analyze and compare actual performance with planned expectations to update the lessons learned register.
• Follow up and maintain updates across internal systems and processes.

Job Dimensions:

• The Service Delivery Manager is responsible for supporting, operating, controlling, and monitoring managed services orders in collaboration with multiple stakeholders until successful closure.

Job Requirements:

• Bachelor's degree in Computer Science, Information Technology, or Business Information Technology.
• Minimum of 3 years of proven practical experience in project management or service delivery.
• Strong ability to communicate effectively across all levels of an organization.
• Demonstrated ability to build trust and long-term relationships with customers.
• Highly motivated, detail-oriented, and results-driven.
• Proven ability to manage multiple projects and deadlines simultaneously.
• High standards of ethics, integrity, and a strong team-oriented mindset.
• Flexible and adaptable in dynamic environments.