Senior Service Delivery Manager – Software Publisher Services

This is a fully remote position, open to applicants in United Arab Emirates (UAE).

📋 Description

• Develop, uphold, and consistently enhance delivery tracking, reporting, and process infrastructures across all clients and regions.

• Take ownership of the delivery system from start to finish, creating business-standard processes and frameworks.

• Supply leadership with updates on delivery status, budget standings, risk indicators, and capacity forecasts.

• Foster and maintain a cohesive global team culture across various regions.

• Establish forums, rituals, and shared experiences to connect team members who are distributed across locations.

• Advocate for inclusion and professional growth.

• Design, uphold, and enforce quality frameworks, checklists, and delivery processes.

• Detect systemic quality and consistency challenges prior to client delivery.

• Propel continuous improvement through data analysis, process optimization, and governance.

• Oversee the shared resource pool and offer staffing recommendations.

• Create and maintain dynamic capacity views and manage time-to-fill performance.

• Oversee career development, skills frameworks, training, onboarding effectiveness, and performance enhancement plans.

• Conduct structured weekly and monthly governance forums with leadership and delivery teams.

• Furnish data, analysis, and recommendations to guide business decisions.

⛳️ Requirements

• Substantial experience in delivery management, operations management, or programme management within a professional services or advisory setting.

• Proven experience in constructing delivery infrastructures that can scale across multiple clients and regions.

• Experience in software license compliance, software asset management, or related technology advisory is highly preferred.

• Familiarity with the audit lifecycle and client engagement model is advantageous.

• Demonstrated success in developing governance systems, quality frameworks, and operational processes.

• Experience in managing a shared resource pool or bench model.

• Understanding of capacity planning, skills assessment, and aligning personnel to engagements.

• International delivery experience spanning APAC, EMEA, and the Americas.

• Ability to work effectively across different time zones and cultures.

• Proficient with delivery tracking tools, dashboards, and reporting systems.

• Strong systems-thinking and process/framework design skills.

• Capability to influence without direct authority within a matrix structure.

• Experience in building or shaping the culture of distributed or multi-regional teams.

• Skills in people development and training.

• Commitment to transparent, data-driven communication and risk escalation.

• Degree-level education or equivalent professional experience.

• Relevant certifications in project management, delivery management, or quality frameworks, such as PMP, PRINCE2, ITIL, or Six Sigma, are beneficial.

• Certifications in ITAM, SAM, or vendor-specific compliance are a plus but not essential.

🏝️ Benefits

• Flexible working environment.

• Paid mental health days.

• Generous vacation package.

• Competitive compensation.

• Highly driven, collaborative global team.

• Culture that promotes diversity and individuality.

• Commitment to continuous learning.

• Equal opportunity employer.