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Bespoke cloud communications solutions for enhanced CX in APAC
Service Delivery Manager
Location
Egypt
Posted
52 days ago
Salary
0
Seniority
Senior
Job Description
Service Delivery Manager
Toku
• Act as the primary point of contact for enterprise customers, building trust through clear communication, structured updates, and proactive engagement with both operational and technical stakeholders. • Own the monitoring, tracking, and reporting of SLAs and service metrics, ensuring issues are prioritised appropriately and escalations are managed effectively across internal teams. • Monitor and manage support tickets and escalations across Technology, Operations, Support, and Customer Experience teams, ensuring progress, accountability, and timely resolution without owning hands-on fixes. • Lead regular customer service reviews, steering committees, and incident/problem reviews, producing and presenting clear monthly service reports for both clients and internal stakeholders. • Perform trend and root-cause analysis on incidents and recurring issues, proposing corrective and preventive actions to improve overall service quality and reliability. • Operate within established ITIL-based processes for incident, problem, change, and release management, driving incremental improvements rather than redesigning frameworks. • Maintain and update service management documentation and ensure knowledge base materials remain accurate, relevant, and aligned with current service operations. • Work closely with support, engineering, product, and regional teams across multiple time zones, influencing outcomes without direct authority. • This is a remote role to be based in Cairo, Egypt. It requires visits to client offices in Cairo on an occasional basis (typically weekly or bi-weekly as needed) to support relationship management and service reviews.
Job Requirements
- 3+ years of hands-on experience in service delivery management, service level management, or a closely related role supporting enterprise-scale customers.
- Strong practical experience operating within ITIL frameworks, including Incident, Problem, Change, and Release Management (ITIL certification is required).
- Proven ability to translate technical issues and service data into clear, structured explanations, reports, and action plans for senior client stakeholders.
- Hands-on experience producing service reviews, SLA reports, and presentation-ready materials (e.g. PowerPoint-style service decks).
- Sufficient technical background to understand telecoms, cloud, hosting, and connectivity concepts, without requiring deep hands-on engineering execution.
- Strong ability to plan, prioritise, and coordinate multiple service activities, stakeholders, and timelines concurrently.
- Demonstrated capability to analyse complex service issues, identify root causes, and recommend effective corrective actions.
- A proactive approach to identifying service gaps, improving 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
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