As a Service Delivery Manager at Sulava MEA, you will be the cornerstone of customer success, owning end-to-end delivery of Copilot transformation programs using our Frontier Firm Live framework. You will lead multidisciplinary teams, manage complex enterprise engagements, and ensure promised outcomes translate into measurable business value. This role demands a customer-obsessed leader who can bridge strategic vision with operational excellence whilst building lasting relationships with C-suite stakeholders.
You will coordinate delivery across all five Frontier Firm Live streams: Strategy & Innovation, Learning & ACM, Agentic & Power AI, Delivery Management, and Technology & Cybersecurity.
Key Responsibilities
Programme Leadership
- Own customer relationships and overall project success from kickoff to value realization
- Manage and coordinate delivery across all five Frontier Firm Live streams
- Track progress, milestones, and deliverables against agreed scope and timelines
- Ensure alignment between AI initiatives and customer business objectives
Stakeholder Management
- Serve as primary escalation point for project issues and strategic decisions
- Lead executive steering meetings, bi-weekly sponsor meetings, and quarterly business reviews (QBRs)
- Build and nurture relationships with customer sponsors, decision-makers, and Microsoft partners
- Present business value and ROI to C-suite audiences
Team Coordination
- Helping in resource allocation along with the internal service manage, capacity planning, and deliver best quality to the customer with the help of all assigned stream members
- Remove impediments and provide hands-on support to delivery teams (Smoothies)
- Coach and mentor consultants to elevate customer experience
- Foster collaboration across our diverse, multi-national team
Quality & Governance
- Ensure adherence to Sulava MEA delivery standards, quality assurance, and best practices
- Manage risks, change requests, and scope variations proactively
- Validate AI-generated and consultant-created content before customer delivery
- Implement governance frameworks aligned with Microsoft standards
Value Realisation
- Align delivery with customer KPIs, OKRs, and strategic objectives
- Report on Copilot adoption metrics, usage data, and measurable business outcomes
- Identify opportunities for programme expansion and follow-on engagements
Required Qualifications
Education & Experience
- Bachelor's degree in Computer Science, Business, Engineering, or related field; Master's/MBA preferred
- 8+ years in service delivery, programme management, or customer success roles
- 5+ years managing enterprise-scale digital transformation or AI adoption programmes
- Proven track record delivering to C-suite stakeholders in complex environments
Technical Competencies
- Deep expertise in Microsoft 365 ecosystem (Copilot, Teams, SharePoint, Power Platform)
- Solid understanding of AI technologies, agentic AI, and enterprise adoption frameworks
- Familiarity with cloud migration, identity management (Entra ID), security & compliance (Defender, Purview)
- Experience with Azure AI services is a strong advantage
Professional Skills
- Prosci, ADKAR, or equivalent Change Management certification (highly desirable)
- PMP, PRINCE2, Agile, or Scrum certifications preferred
- Exceptional communication, public speaking, and executive engagement abilities
- Customer obsession with a consultative, solutions-oriented mindset
- Conflict resolution, negotiation, and influencing skills
People & Leadership
- Proven ability to inspire, coach, and develop high-performing teams
- Cross-cultural collaboration experience essential for MEA region
- Comfortable working in a fast-paced, entrepreneurial environment
- Embody Sulava MEA's values: curiosity, courage, and collaboration
Language Requirements
- Fluent English (written and spoken) is mandatory
- Arabic proficiency is a strong advantage for local stakeholder engagement
What Success Looks Like
Within your first 612 months, you will:
- Successfully lead 23 major Frontier Firm Live customer engagements
- Build trusted relationships with customer executives and become their go-to advisor
- Drive measurable AI adoption and business value
- Contribute to our rapidly growing presence in Saudi Arabia
- Work closely with Microsoft
