TSA Careers

Service Delivery Manager

Middle East & Africa, Dubai

We aim to put our customers first, in everything we do!

We are looking for a passionate and experienced Manager, Service Delivery who can translate business plans into action, execute customer programs brilliantly, and are the ‘go-to’ person for their function in the Regions they represent. The high level of interaction with clients, employees and management along with the variety of skills required make being a service delivery manager a fit if you're an outgoing problem solver with customer service and management experience.

In TSA, Service delivery managers focus on maintaining great relationships with clients and improving the company's services to keep them satisfied. The successful professional will have both technical and administrative roles where they help understand and often resolve customers hotel operating environment, identify system/staff or technical problems, manage team performance, track project plans and resources and manage the quality and consistency of service delivery and program implementation.

KEY RESPONSIBILITIES

  • Our service delivery manager's role focuses on keeping clients satisfied with the company's services through managing projects, fixing any reliability issues, tracking service metrics, managing project resource and budgets and helping lead the professionals responsible for getting services delivered to TSA’s clients.

  • Duties can vary, based on the Customer and programs we offer. For example, the role requires analyzing a property or portfolio of properties and conducting health checks on our customers systems and services adoption and utilization, identifying best practices as well as areas of risk or poor performance. The role and responsibility also include troubleshooting system or technical issues, ensuring that service agreements get met and assisting the Account/Sales teams with any service extension or renewal issues.

  • The role requires someone who can keep a positive relationship with clients, manage project implementation and ongoing service delivery, meet deadlines, lead a team, stay organized, manage conflict and use creativity to find ways to make the service better while implementing appropriate SOP Standard Operating procedures to install and service our clients.

  • Your contribution will be critical for the successful execution of TSA’s global expansion strategy by delivering a world class shared services model to ensure our Hotel clients performance and long-term growth and success.

EXPERIENCE & SKILLS

  • Bachelor’s Degree preferred

  • Preferably 3-5 years as a customer success manager handling client

  • Experienced managing a team will be a plus
Share this role!