Service Delivery Director

*To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.* Job Category Customer Success Job Details **About Salesforce** Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. **About the Role** ------------------ We are looking for a dynamic and experienced **Service Delivery Director** to lead our professional services and customer success operations across the Middle East region. Based in the UAE (or KSA), this senior leadership role is responsible for driving delivery excellence, growing a high-performing team, and ensuring customers achieve measurable outcomes from their investments. This is a unique opportunity to shape the future of service delivery across one of the world's most exciting and fast-growing technology markets. **What You'll Be Doing** **Delivery Leadership** --------------------------------------------------- * Own end-to-end service delivery across the Middle East, ensuring projects are delivered on time, within scope, and to the highest quality standards * Define and execute regional delivery strategy aligned with global frameworks and local market needs * Establish and continuously improve delivery methodologies, governance models, and best practices * Drive operational KPIs including CSAT, NPS, utilization, revenue, and margin ### **Customer & Stakeholder Engagement** * Build trusted, executive-level relationships with key customers and partners across the GCC and broader Middle East * Act as an escalation point for complex delivery challenges, driving swift and effective resolution * Partner with Sales and Pre-Sales to support business development, solution scoping, and proposal development * Present delivery performance and strategic roadmaps to C-level stakeholders ### **Team & Talent Development** * Lead, mentor, and grow a diverse team of project managers, consultants, and delivery professionals * Foster a culture of accountability, continuous learning, and customer obsession * Drive talent acquisition, onboarding, and retention strategies for the region * Partner with HR and global teams to develop career paths and succession plans ### **Business Growth** * Collaborate with Sales on go-to-market strategies and new business opportunities * Identify and develop service offerings tailored to regional needs and customer segments * Contribute to revenue targets through effective resource planning and delivery efficiency Support partner ecosystem development and enablement across the region **What We're Looking For** **Experience & Qualifications** ------------------------------------------------------------- * 12+ years of experience in professional services, consulting, or technology delivery * 5+ years in a senior leadership or director-level role managing regional delivery operations * Proven track record of delivering large-scale, complex technology projects (CRM, ERP, SaaS, or cloud platforms) * Experience operating in the Middle East market — GCC experience is strongly preferred * Bachelor's degree required; MBA or relevant postgraduate qualification is a plus * PMP, PRINCE2, or equivalent project/program management certification preferred * Deep understanding of Middle East business culture, government sector dynamics, and enterprise buying behavior * English fluent mandatory; Arabic language skills is a strong advantage * Willingness to travel across the region as required (estimated 30–40%) * Existing network of senior relationships across GCC enterprises and government entities is highly desirable ### **Skills & Competencies** * Exceptional leadership and people management skills with experience leading multicultural teams * Strong executive presence with the ability to influence and engage at C-suite level * Deep understanding of professional services business models (T&M, fixed-price, managed services) * Excellent commercial acumen — P&L management, forecasting, and resource planning * Strong analytical and problem-solving skills with a data-driven mindset * Outstanding communication, presentation, and negotiation skills **What Makes You Stand Out** ---------------------------- * Experience in digital transformation programs at scale * Familiarity with Salesforce, ServiceNow, SAP, Oracle, or similar enterprise platforms * Track record of building delivery practices from the ground up in emerg