Digital Experience Manager

7 days ago


Makkah, Makkah Province, Saudi Arabia Horizontal Digital Full time
About Horizontal Digital

We're a digital consultancy driven by a simple yet powerful belief: exceptional customer experiences are the key to success. Our team of experts fuses strategy, data, design, and technology to create innovative solutions for Fortune 500 companies.

Our Core Values
  • Lock arms: We build strong relationships that amplify our impact. This means collaborating across departments and engaging with clients and communities to deliver remarkable results.
  • Show hustle: We anticipate opportunities, roll up our sleeves, and execute with excellence. We listen, understand multiple perspectives, and hold ourselves accountable.
  • Never settle: We motivate each other to push beyond easy answers and arrive at bigger, more inspiring ideas.
About You

We're looking for a seasoned professional to join our global team as a Service Delivery Manager. In this role, you'll utilize your leadership, communication, and problem-solving skills while working directly with client teams.

Your Responsibilities
  1. Collaborate with technicians and engineers to provide quality support to clients.
  2. Make informed decisions regarding escalations and delivery processes for client work.
  3. Oversee detailed reports tracking ticket progress, resolution types, and resource metrics.
  4. Craft, review, and deliver client contracts and root cause analyses.
  5. Mentor engineers and technicians on communications, escalations, and high-level prioritizations.
  6. Bridge gaps between technical and non-technical teams through clear, concise communication.
Your Qualifications
  • A collaborative individual who thrives in direct communication with team members or leaders.
  • A driven self-starter interested in expanding knowledge and utilizing downtime effectively.
  • A friendly, communicative partner for clients, adaptable to their needs.
  • A patient, understanding leader who prioritizes planning and execution over rushed work.


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