Service Delivery Manager

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.

• 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

• 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

• Help in resource allocation along with the internal service manager, 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

• 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

• 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

• 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

• 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 ), security & compliance (Defender, Purview)
• Experience with Azure AI services is a strong advantage

• 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

• 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

• Fluent English (written and spoken) is mandatory
• Arabic proficiency is a strong advantage for local stakeholder engagement

• Successfully lead 2–3 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