The Delivery Operations team ensures seamless BAU operations across CPaaS communication products, supporting Customer Operations leadership through operational excellence, change management, and delivery continuity across regions.
Key Responsibilities
• BAU Operations Management: Oversee day-to-day service continuity, coordinate requirements across stakeholders (sales, product, engineering, customers), and resolve operational bottlenecks.
• Customer Operations Support: Act as an extended arm of Customer Operations leadership - driving resolutions, meeting delivery commitments, and managing expectations with internal and external stakeholders.
• Change & Enhancement Handling: Facilitate product/platform changes and feature rollouts, ensuring coordination across teams for planning, execution, validation, and communication.
• Documentation & Communication: Maintain up-to-date operational documentation and provide timely, transparent communication across teams for all delivery matters.
• SLA & Ticket Management: Monitor daily task queues and ticket flows, flag SLA risks early, and align resources to ensure timely resolution.
• Regional Delivery Support: Bridge global operations and regional execution, accounting for timezone differences and local customer needs.
• Presales & Technical Engagement: Join technical and presales calls to present platform capabilities - including dashboard walkthroughs and API integrations across SMS, WhatsApp Business, and Email.
Key Skills Required
• Strong coordination and stakeholder management
• In-depth understanding of CPaaS delivery operations
• Process-oriented mindset with solid documentation and reporting skills
• Ability to manage multiple priorities under pressure
• Experience in change management and operational rollout planning
• Familiarity with ITIL or service management frameworks is a plus
Work Environment
Cross-functional collaboration across support, product, engineering, and sales in a fast-paced, customer-focused environment requiring proactive ownership.
Qualifications
• Bachelor’s degree in Engineering, Information Technology, Telecommunications, or a related field
• KSA Experience MUST. based in Riydah.
• Arabic / English speaker
• 3–7 years of experience in operations, service delivery, or technical project coordination (CPaaS or telecom domain preferred)
• Proven experience working in cross-functional and geographically distributed teams
• Strong communication, analytical, and problem-solving abilities
• Exposure to customer-facing and enterprise service delivery environments is desirable