Title: Head of Delivery

Industry: IT Software

Reporting Line: CEO - Managing Director

Position Type: Full Time

Level: Managerial 

Location: Cairo Office, New Cairo

About the Role:

The Head of Delivery  is responsible for ensuring the high-quality, efficient, and reliable delivery of IT services to clients, in alignment with agreed Service Level Agreements (SLAs). This role serves as the primary bridge between clients, internal technical teams, and business stakeholders, driving customer satisfaction and continuous service improvement.

Key Responsibilities:

- Oversee daily IT service operations, ensuring services are delivered in accordance with contractual SLAs.
- Monitor service performance metrics, identify issues, and coordinate resolution with technical teams.
- Implement service improvement plans to enhance client satisfaction and operational efficiency.
- Act as the primary point of contact for clients regarding service delivery matters.
- Conduct regular service review meetings with clients to discuss performance, incidents, and improvement initiatives.
- Manage client escalations promptly and effectively.
- Ensure client satisfaction and foster long-term relationships with CrossWorkers.
- Lead and support the service delivery team, ensuring balanced workloads and high performance.
- Coordinate with technical support, network, infrastructure, and software teams to ensure smooth service execution.
- Provide training and mentorship to enhance team capabilities.
- Take full responsibility for team performance and attendance.
- Develop, document, and maintain IT service delivery processes and best practices.
- Collaborate with clients to ensure a seamless transition from project delivery to ongoing support.
- Ensure compliance with ITIL frameworks and organizational policies.

Job Requirements:

- Bachelor's degree in computer science or software engineering is a must
- International experience
- 8+ years of experience in the filed.
- 2+ years of management experience in the Offshoring or Outsourcing Industry.
- Strong Commercial interface.
- Fluent In English is a MUST

Join Us and Thrive! Here's What We Offer:

• Seamless Commute: Enjoy hassle-free transportation to and from work!
• Work-Life Harmony: We believe in balancing your professional and personal life—because you deserve it!
• Competitive Salary: We value your skills and offer an attractive package.
• Comprehensive Care: Rest easy with our social and medical insurance that keeps you covered.
• Inspiring Workspace: Work in a vibrant office equipped with the latest technology to fuel your creativity.
• Empowered Environment: Experience a management style that’s open and inclusive, rooted in Scandinavian values.
• Grow With Us: Unlock your potential with opportunities for personal development and continuous learning!
• Travel: Travel to connect with your client and build lasting relationships!

About Crossworkers
We are Danish owned software offshoring company, providing European clients with professional Egyptian developers.
We have been in business since 2009, providing excellent services within the offshoring software development.
The headquarters are in Copenhagen, Denmark and the Offshore Development Center is in the Fifth Settlement, New Cairo.
 We have more branches in Sweden, Norway, Finland, Switzerland, UK, Germany and lately Bahrain.