Service Delivery Manager

At Toku, we create bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises. We provide an end-to-end approach to help businesses overcome the complexity of digital transformation and deliver mission-critical CX through cloud communication solutions. Toku combines local strategic consulting expertise, bespoke technology, regional in-country infrastructure, connectivity, and global reach to serve the diverse needs of enterprises operating at scale. Headquartered in Singapore, Toku supports customers across APAC and beyond, with a growing footprint across global markets.

In this role, you will act as the primary service delivery interface for a large enterprise client in the Middle East, owning service governance, communication, and stakeholder confidence. You will coordinate across internal support, engineering, and product teams to ensure service levels are met, issues are clearly managed, and clients receive structured, transparent updates. Success in this role depends on strong stakeholder management, clarity of communication, and disciplined service execution rather than deep hands-on engineering.

Requirements

What you will be doing

• Client-facing service delivery and stakeholder management: Act as the primary point of contact for enterprise customers, building trust through clear communication, structured updates, and proactive engagement with both operational and technical stakeholders.

• Service level management and governance: Own the monitoring, tracking, and reporting of SLAs and service metrics, ensuring issues are prioritised appropriately and escalations are managed effectively across internal teams.

• Ticket oversight and escalation coordination: Monitor and manage support tickets and escalations across Technology, Operations, Support, and Customer Experience teams, ensuring progress, accountability, and timely resolution without owning hands-on fixes.

• Service reviews and reporting: Lead regular customer service reviews, steering committees, and incident/problem reviews, producing and presenting clear monthly service reports for both clients and internal stakeholders.

• Service improvement and problem management: Perform trend and root-cause analysis on incidents and recurring issues, proposing corrective and preventive actions to improve overall service quality and reliability.

• Process adherence and continuous improvement: Operate within established ITIL-based processes for incident, problem, change, and release management, driving incremental improvements rather than redesigning frameworks.

• Documentation and knowledge management: Maintain and update service management documentation and ensure knowledge base materials remain accurate, relevant, and aligned with current service operations.

• Internal coordination across regions and teams: Work closely with support, engineering, product, and regional teams across multiple time zones, influencing outcomes without direct authority.

• Client site engagement: This is a remote role to be based in Cairo, Egypt. It requires visits to client offices in Cairo on an occasional basis (typically weekly or bi-weekly as needed) to support relationship management and service reviews.

We’d love to hear from you if you have

• Service delivery and SLM experience: At least 3+ years of hands-on experience in service delivery management, service level management, or a closely related role supporting enterprise-scale customers.

• ITIL-based service management capability: Strong practical experience operating within ITIL frameworks, including Incident, Problem, Change, and Release Management (ITIL certification is required).

• Stakeholder communication strength: Proven ability to translate technical issues and service data into clear, structured explanations, reports, and action plans for senior client stakeholders.

• Service governance and reporting skills: Hands-on experience producing service reviews, SLA reports, and presentation-ready materials (e.g. PowerPoint-style service decks).

• Broad technical understanding: Sufficient technical background to understand telecoms, cloud, hosting, and connectivity concepts, without requiring deep hands-on engineering execution.

• Project and coordination skills: Strong ability to plan, prioritise, and coordinate multiple service activities, stakeholders, and timelines concurrently.