Service Delivery Manager

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Serve as the main point of contact for enterprise clients, fostering trust through effective communication, organized updates, and proactive interaction with both operational and technical stakeholders.

• Take ownership of monitoring, tracking, and reporting on SLAs and service metrics, ensuring that issues are prioritized correctly and escalations are handled efficiently among internal teams.

• Oversee and manage support tickets and escalations across Technology, Operations, Support, and Customer Experience teams, ensuring accountability and timely resolutions without directly implementing fixes.

• Conduct regular customer service reviews, steering committees, and incident/problem reviews, generating and presenting comprehensive monthly service reports for both clients and internal stakeholders.

• Execute trend and root-cause analysis on incidents and recurring problems, suggesting corrective and preventive measures to enhance overall service quality and reliability.

• Function within established ITIL-based processes for incident, problem, change, and release management, focusing on incremental improvements rather than overhauling frameworks.

• Keep service management documentation current and ensure that knowledge base materials are accurate, relevant, and in line with existing service operations.

• Collaborate closely with support, engineering, product, and regional teams across various time zones, influencing outcomes without direct authority.

• This position is remote, based in Cairo, Egypt, and requires occasional visits to client offices in Cairo (typically weekly or bi-weekly) to facilitate relationship management and service reviews.

⛳️ Requirements

• A minimum of 3 years of hands-on experience in service delivery management, service level management, or a similar role supporting enterprise-scale clients.

• Strong practical knowledge of ITIL frameworks, including Incident, Problem, Change, and Release Management (ITIL certification is mandatory).

• Proven skill in translating technical issues and service data into clear, structured explanations, reports, and action plans for senior client stakeholders.

• Experience in creating service reviews, SLA reports, and presentation-ready documents (e.g., PowerPoint-style service decks).

• Adequate technical background to grasp telecoms, cloud, hosting, and connectivity concepts without needing deep hands-on engineering execution.

• Excellent ability to plan, prioritize, and coordinate multiple service activities, stakeholders, and timelines simultaneously.

• Demonstrated ability to analyze complex service issues, identify root causes, and propose effective corrective actions.

• A proactive mindset for identifying service gaps, enhancing processes, and driving operational efficiency.

🏝️ Benefits

• Training and Development

• Discretionary Yearly Bonus & Salary Review

• Healthcare Coverage based on location

• 20 days Paid Annual Leave (15 days for Malaysia-based roles), plus other leave allowances