Service Delivery Manager

Service Delivery Manager – Managed Print Services (MPS)

Location: Dubai, United Arab Emirates | Experience: Mid Level (5-8 years)

About the Company

Pixel Digital Systems LLC is a leading GCC systems integrator helping more than 6,500 clients manage information, automate processes and improve operational performance. The company delivers end-to-end enterprise solutions across enterprise content management, business process management, enterprise performance management, ERP, analytics, digital reporting, mobility and high-performance print services through a private, integrated cloud. Pixel supports manufacturing, retail, healthcare, BFSI and construction organizations across the Middle East, Africa, the United States, Europe and Asia-Pacific. Its work spans workflow and records management, SAP, Oracle and IBM Cognos implementations, managed print environments and related technology services. Pixel’s mission is to provide effective, innovative information management solutions while building enduring customer partnerships through service excellence and continuous innovation. Its vision is to be the UAE’s foremost systems integrator and a technology leader transforming how organizations manage information and achieve operational excellence. Service excellence, precision, reliability and continuous innovation guide how the company creates lasting customer value.

About the Role

The Service Delivery Manager owns end-to-end operational performance across Pixel’s Managed Print Services install base in Dubai and the assigned region. Through field service, helpdesk support, consumables fulfilment, fleet monitoring, print-management tools and escalation controls, the role protects device uptime, SLA compliance, billing accuracy and customer satisfaction. Reporting to the General Manager – Revenue & Service Delivery, the manager leads engineers, service coordinators and helpdesk staff while coordinating OEMs and subcontractors. Success is measured through reliable multi-location delivery, fast incident resolution, controlled cost-to-serve, accurate meter-based billing and strong contract retention. The role also provides operational insight for renewals, pricing, service design, fleet optimization and account growth. Candidates must come specifically from the Managed Print Services sector; experience from unrelated industries or general service environments will not meet the role requirement.

Key Responsibilities

• Own daily delivery of Managed Print Services contracts across the assigned fleet, using PrintFleet, FMAudit, PaperCut or comparable monitoring tools to identify risks early and protect uptime, response and resolution SLAs.
• Coordinate engineers, helpdesk teams and consumables replenishment so toner, parts and technical support reach customer sites quickly, reducing device downtime, operational disruption and avoidable SLA breaches.
• Lead major incidents and enterprise customer escalations through structured communication, root-cause analysis and corrective action plans that contain impact and permanently reduce recurring service failures.
• Govern contractual delivery, including cost-per-page billing, meter-reading accuracy, service scope and consumables fulfilment, while controlling revenue leakage and cost-to-serve across the portfolio.
• Conduct service and business reviews with key accounts, reporting SLA, uptime, first-time-fix, MTTR, CSAT or NPS performance and converting findings into actions that strengthen retention and renewal readiness.
• Lead, coach and performance-manage engineers, coordinators and helpdesk staff, planning manpower, deployment and capability development around fleet growth, OEM changes and service demand.
• Partner with the General Manager, Sales, Finance and Supply Chain on renewals, amendments, pricing, fleet refresh and expansion opportunities, turning operational insight into protected revenue and account growth.
• Coordinate HP, Canon, Xerox, Konica Minolta and Ricoh relationships alongside subcontractors, maintaining environmental, health and safety, data security and operational compliance across distributed customer environments.

Essential Skills & Technologies

• Proven Managed Print Services experience is essential, including knowledge of print and imaging devices, OEM ecosystems, distributed fleets and platforms such as PrintFleet, FMAudit or PaperCut.
• Strong command of SLA frameworks, service contracts, ITIL-based service management, incident escalation, root-cause analysis, meter billing accuracy and cost-to-serve or P&L controls.
• Analytical and commercially aware, with practical proficiency in Excel, Microsoft Office, dashboards, MIS reporting, CRM and ticketing systems for operational and customer performance management.
• Demonstrated leadership across multi-location MPS field service, helpdesk and coordination teams, including workforce planning, coaching, performance management, conflict resolution and measurable accountability.
• Excellent English communication and senior stakeholder engagement skills, with confidence presenting service performance, negotiating corrective actions and managing enterprise customer escalations.
• Valid driving licence and willingness to travel frequently to customer sites and branch locations across the assigned region, including flexibility during critical service incidents.

Additional Plus

• Experience supporting MPS contract renewals, amendments, renegotiations, pricing decisions or new-business proposals through operational analysis and service-design input.
• Exposure to process automation, standardization, continuous improvement, environmental requirements, health and safety controls or data-security practices within MPS field-service operations.
• Experience managing OEM warranty claims, subcontractors and third-party service partners across distributed Managed Print Services customer environments.

What You'll Bring

• You will bring 5–8 years of direct Managed Print Services experience, including 3–4 years in service delivery leadership, with a proven record managing multi-location teams and enterprise or large-account MPS contracts.
• You will translate fleet, ticketing, billing and customer data into decisions that improve uptime, first-time-fix, MTTR, SLA compliance, customer satisfaction and profitability while protecting renewals, retention and account value.
• You will lead engineers, coordinators and helpdesk staff confidently while coordinating OEMs, subcontractors, Sales, Finance and Supply Chain through clear communication, structured escalation management and measurable corrective actions.
• You will work on-site in Dubai, travel regularly to customer and branch locations, support critical escalations beyond standard hours when required and use Excel, MIS dashboards, CRM, ticketing and print-management platforms effectively.

Why Join Us

Own a business-critical Managed Print Services portfolio where operational decisions directly influence customer retention, contract revenue, profitability and future account growth across a distributed customer environment. You will have broad visibility across field service, helpdesk support, consumables, monitoring, billing and commercial contract performance, allowing you to connect daily execution with measurable business outcomes. The role provides direct exposure to senior leadership and close collaboration with Sales, Finance, Supply Chain, OEMs and third-party partners. Your operational insight will help shape renewal readiness, service design, fleet optimization, pricing decisions and scalable operating practices. Pixel’s work spans more than 6,500 clients and multiple industries and regions, creating meaningful complexity and scope for a manager who understands MPS delivery deeply. Join a performance-focused team that values service excellence, precision, reliability, practical problem-solving and enduring partnerships. This is an opportunity to lead a visible service function where stronger uptime, faster resolution, accurate billing and disciplined cost control directly strengthen customer trust and long-term account value.

What We Offer

• Medical insurance coverage for the employee, supporting access to healthcare as part of the overall employment package.
• Life insurance coverage for the employee, providing additional financial protection and reassurance.
• Competitive compensation and an attractive commission structure linked to service excellence, account retention, revenue protection and growth outcomes.
• A leadership opportunity in Dubai with broad ownership across MPS field service, helpdesk, consumables, customer relationships, OEM coordination and operational improvement.