Dubai Onsite Service Delivery Manager – ITIL & MSP Ops

kbctechnologies; United Arab Emirates; On-site; AED 300,000 - 520,000; Full time

Job summary

kbctechnologies in Dubai, UAE seeks a Senior Service Delivery Manager for onsite operations. You will lead day-to-day managed-services delivery, ensuring SLA compliance and coordinating multidisciplinary teams across infrastructure, backup, database, and security.

The role emphasizes governance, incident management, and continuous service improvement. Ideal candidates have 10+ years in IT service management, strong stakeholder and vendor management skills, and ITIL certifications.

Qualifications

• 10+ years of professional IT experience.
• Strong ITIL service-management knowledge.
• Experience managing enterprise infrastructure managed-services contracts.
• Knowledge of incident, problem, change, configuration, capacity, and availability management.
• Excellent reporting and stakeholder communication skills.
• Ability to lead multidisciplinary technical teams.

Responsibilities

• Act as the primary point of contact for day-to-day managed-services operations.
• Oversee service delivery across infrastructure, backup, database, network security, monitoring, and disaster recovery.
• Ensure SLAs, KPIs, procedures and contracts are met.
• Lead service-review meetings daily, weekly, monthly, quarterly.
• Coordinate major incidents and escalation processes.
• Drive continuous improvement and automation initiatives.
• Prepare and present service performance reports.
• Maintain documentation and runbooks.

Skills

ITIL service-management

Stakeholder management

Vendor management

Service governance

Incident & problem management

Team leadership

Communication skills

On-site operations

Education

Bachelor’s degree in IT/CS/Engineering

Tools

Nutanix

Linux

Windows

Backup tooling

Database

Network security

Disaster recovery

Job description

kbctechnologies in Dubai, UAE seeks a Senior Service Delivery Manager for onsite operations. You will lead day-to-day managed-services delivery, ensuring SLA compliance and coordinating multidisciplinary teams across infrastructure, backup, database, and security.

The role emphasizes governance, incident management, and continuous service improvement. Ideal candidates have 10+ years in IT service management, strong stakeholder and vendor management skills, and ITIL certifications.