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.Key ResponsibilitiesProgramme LeadershipOwn customer relationships and overall project success from kickoff to value realizationManage and coordinate delivery across all five Frontier Firm Live streamsTrack progress, milestones, and deliverables against agreed scope and timelinesEnsure alignment between AI initiatives and customer business objectivesStakeholder ManagementServe as primary escalation point for project issues and strategic decisionsLead executive steering meetings, bi-weekly sponsor meetings, and quarterly business reviews (QBRs)Build and nurture relationships with customer sponsors, decision-makers, and Microsoft partnersPresent business value and ROI to C-suite audiencesTeam CoordinationHelping in resource allocation along with the internal service manage, capacity planning, and deliver best quality to the customer with the help of all assigned stream membersRemove impediments and provide hands-on support to delivery teams (“Smoothies”)Coach and mentor consultants to elevate customer experienceFoster collaboration across our diverse, multi-national teamQuality & GovernanceEnsure adherence to Sulava MEA delivery standards, quality assurance, and best practicesManage risks, change requests, and scope variations proactivelyValidate AI-generated and consultant-created content before customer deliveryImplement governance frameworks aligned with Microsoft standardsValue RealisationAlign delivery with customer KPIs, OKRs, and strategic objectivesReport on Copilot adoption metrics, usage data, and measurable business outcomesIdentify opportunities for programme expansion and follow-on engagementsRequired QualificationsEducation & ExperienceBachelor’s degree in Computer Science, Business, Engineering, or related field; Master’s/MBA preferred8+ years in service delivery, programme management, or customer success roles5+ years managing enterprise-scale digital transformation or AI adoption programmesProven track record delivering to C-suite stakeholders in complex environmentsTechnical CompetenciesDeep expertise in Microsoft 365 ecosystem (Copilot, Teams, SharePoint, Power Platform)Solid understanding of AI technologies, agentic AI, and enterprise adoption frameworksFamiliarity with cloud migration, identity management (Entra ID), security & compliance (Defender, Purview)Experience with Azure AI services is a strong advantageProfessional SkillsProsci, ADKAR, or equivalent Change Management certification (highly desirable)PMP, PRINCE2, Agile, or Scrum certifications preferredExceptional communication, public speaking, and executive engagement abilitiesCustomer obsession with a consultative, solutions-oriented mindsetConflict resolution, negotiation, and influencing skillsPeople & LeadershipProven ability to inspire, coach, and develop high-performing teamsCross-cultural collaboration experience essential for MEA regionComfortable working in a fast-paced, entrepreneurial environmentEmbody Sulava MEA’s values: curiosity, courage, and collaboration Language RequirementsFluent English (written and spoken) is mandatoryArabic proficiency is a strong advantage for local stakeholder engagementWhat Success Looks LikeWithin your first 6–12 months, you will:Successfully lead 2–3 major Frontier Firm Live customer engagementsBuild trusted relationships with customer executives and become their go-to advisorDrive measurable AI adoption and business value Contribute to our rapidly growing presence in Saudi ArabiaWork closely with Microsoft
