Minor Hotels Europe and Americas

Senior Manager, Service Delivery

Minor Hotels Europe and Americas

full-time

Posted on:

Location Type: Office

Location: Cairo • Egypt

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Job Level

Senior

About the role

  • Lead and manage Global Service Delivery Management teams responsible for delivering contracted services and meeting financial commitments
  • Develop deep knowledge of customer priorities, challenges, and business initiatives to serve as a trusted advisor
  • Identify potential sales opportunities and partner with Sales and Global Services SMEs to pursue them
  • Maintain oversight of all service-related matters and manage customer communication during high-priority escalations
  • Develop strategic account growth plans in collaboration with Sales and Global Services SMEs
  • Direct the strategic and operational objectives of the service delivery organization
  • Oversee staffing needs, workforce planning, and career development for team members
  • Drive performance management, coaching, and compensation discussions across the team
  • Ensure full life-cycle delivery costs meet or exceed contracted expectations per SLAs
  • Coordinate activities of technical teams to ensure all contract requirements are met
  • Provide advanced metrics, reporting, and insights to internal and external stakeholders
  • Proactively identify potential issues and lead problem resolution to avoid service impact
  • Drive continuous improvement initiatives across processes, tools, and delivery models
  • Identify opportunities for service expansion, innovation, and value creation
  • Build strong communication channels with customers, stakeholders, and cross-functional teams to maximize customer experience and satisfaction

Requirements

  • Bachelor’s degree with 12+ years of relevant experience
  • Outstanding English communication, both verbal and non-verbal
  • Proven ability to set operational objectives, establish policies, and delegate effectively within a service delivery organization
  • Experience developing, modifying, and executing company policies with impact on immediate operations and broader business areas
  • Strong understanding of the functional domain, with solid awareness of company-wide operations and the competitive landscape
  • Ability to analyze complex issues requiring conceptual thinking and alignment with organizational goals
  • Skilled at addressing problems that lack clear definitions and require strategic direction
  • Experience implementing policies and selecting appropriate methods, techniques, and evaluation criteria to achieve results
  • Demonstrated success driving strategy and outcomes for large initiatives that span multiple organizational functions
  • Ability to exercise sound judgment where poor decisions could cause significant delays or impact business performance
  • Strong communication, leadership, and stakeholder-management capabilities with impact on medium-term business outcomes
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Professional development
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
service delivery managementfinancial managementperformance managementstrategic account growthworkforce planningproblem resolutioncontinuous improvementmetrics reportingpolicy developmentoperational objectives
Soft Skills
communicationleadershipstakeholder managementstrategic thinkingconceptual thinkingcoachingdelegationjudgmentcustomer experienceinnovation
Certifications
Bachelor's degree