Service Delivery Manager

Job Title: Service Delivery Manager – Managed Print Services (MPS)

Location: Dubai, United Arab Emirates

Experience: 5-8 years

About the Company

We provide Managed Print Services that help organizations operate reliable, cost-controlled and measurable printing environments across distributed locations. Our work combines print and imaging technology, field service, helpdesk support, consumables fulfilment, fleet monitoring and commercial contract management to keep customer operations running with minimal disruption.

Our teams work across customer sites, branch locations and operational support functions, partnering with major OEMs and internal Sales, Finance and Supply Chain stakeholders. We focus on dependable service delivery, accurate billing, responsive escalation management and continuous improvement because these levers protect customer trust, contract revenue and long-term account value.

We are building a service culture that values ownership, clear communication, data-led decisions and practical problem-solving. The successful candidate will join a customer-focused environment where strong operational execution directly supports retention, profitability, renewals and growth. The role is based in Dubai and includes regular travel to customer and branch locations.

About the Role

The Service Delivery Manager owns end-to-end operational performance across the assigned Managed Print Services install base. Through field service, helpdesk, consumables, monitoring tools and escalation controls, the role protects device uptime, SLA compliance, billing accuracy and customer satisfaction.

Reporting to the General Manager – Revenue & Service Delivery, the manager leads service delivery teams and coordinates engineers, service coordinators, helpdesk staff, OEMs and subcontractors. The role also contributes operational insight to renewals, pricing, service design, fleet optimization and account growth.

Success means reliable service across multiple locations, fast and effective incident resolution, controlled cost-to-serve, accurate meter-based billing and strong contract retention. This is an on-site Dubai role requiring frequent travel and occasional availability outside standard hours for critical escalations.

Key Responsibilities

• Own daily delivery of MPS contracts across the managed fleet, using monitoring and print-management tools such as PrintFleet, FMAudit or PaperCut to identify risks early and protect uptime, response and resolution SLAs.
• Coordinate field engineers, helpdesk teams and consumables replenishment so toner, parts and technical support reach customers quickly, minimizing device downtime, operational disruption and avoidable SLA breaches.
• Lead major incidents and escalations through structured communication, root-cause analysis and corrective action plans, ensuring customer impact is contained and recurring service failures are permanently reduced.
• Govern contractual delivery, including cost-per-page billing, meter-reading accuracy, service scope and consumables fulfilment, while controlling revenue leakage and cost-to-serve against account and portfolio expectations.
• Conduct service and business reviews with key accounts, reporting SLA, uptime, first-time-fix, MTTR, CSAT or NPS performance and agreeing improvement actions that strengthen retention and renewal readiness.
• Lead, coach and performance-manage engineers, coordinators and helpdesk staff; plan manpower, capability development and deployment in line with fleet growth, OEM technology changes and service demand.
• Partner with the GM, Sales, Finance and Supply Chain on renewals, amendments, pricing, service design, fleet refresh and expansion opportunities, converting operational insight into protected revenue and account growth.
• Coordinate OEMs including HP, Canon, Xerox, Konica Minolta and Ricoh, plus third-party providers, while maintaining compliance with environmental, health and safety, data security and operational standards.

Essential Skills & Technologies

• Strong knowledge of Managed Print Services, print and imaging devices, major OEM ecosystems, fleet monitoring and print-management platforms such as PrintFleet, FMAudit and PaperCut.
• Practical command of SLA frameworks, service contracts, ITIL-based service management, incident escalation, root-cause analysis, meter billing accuracy and cost-to-serve or P&L controls.
• Analytical and commercially aware, with proficiency in Excel, MS Office, dashboards, MIS reporting and exposure to CRM or ticketing systems for operational and customer performance management.
• Strong leadership capability across multi-location field service, helpdesk and coordination teams, including workforce planning, coaching, performance management and conflict resolution.
• Excellent English communication and senior stakeholder engagement skills, with confidence presenting service performance, negotiating corrective actions and managing enterprise customer escalations.
• Valid driving licence and willingness to travel frequently to customer sites and branch locations across the assigned region.

Additional Plus

• Experience supporting contract renewals, amendments, renegotiations, pricing decisions or new-business proposals through operational analysis and service-design input.
• Exposure to process automation, standardization, continuous improvement, environmental requirements, health and safety controls or data-security practices within field-service operations.
• Experience managing OEM warranty claims, subcontractors and third-party service partners across distributed customer environments.

What You'll Bring

You will bring 5–8 years of experience in Managed Print Services, IT, office automation or related field-service and support operations, including 3–4 years in a service delivery leadership role. You should have a proven record managing multi-location teams and enterprise or large-account service contracts.

You will combine operational discipline with commercial awareness. You can translate fleet, ticketing, billing and customer data into decisions that improve uptime, first-time-fix, MTTR, SLA compliance, customer satisfaction and profitability. You understand how service quality influences renewals, churn, account expansion and revenue leakage.

You will be comfortable leading engineers, coordinators and helpdesk staff while coordinating OEMs, subcontractors, Sales, Finance and Supply Chain. You communicate clearly in English, remain composed during escalations and create accountability through measurable actions.

You should be willing to work on-site in Dubai, travel regularly to customer and branch locations, and provide flexibility beyond standard hours when critical incidents require leadership. A valid driving licence is preferred, along with practical experience using Excel, MIS dashboards, CRM, ticketing and print-management platforms.

Why Join Us

• Own a business-critical service portfolio where operational decisions directly influence customer retention, contract revenue, profitability and future account growth across a distributed Managed Print Services environment.
• Work closely with senior leadership and cross-functional teams while shaping service improvements, fleet optimization, renewal support and scalable operating practices across customers, branches and technology partners.
• Join a performance-focused team that values customer ownership, measurable outcomes, continuous improvement and practical problem-solving in a role with meaningful operational visibility and influence.

What We Offer

• Medical insurance coverage for the employee, supporting access to healthcare as part of the overall employment package.
• Life insurance coverage for the employee, providing additional financial protection and reassurance.
• An attractive commission structure that rewards contribution to service excellence, account retention, revenue protection and growth outcomes.
• A leadership opportunity in Dubai with broad ownership across field service, helpdesk, consumables, customer relationships, OEM coordination and operational improvement.