Executive Service Delivery Director

Client of Exceed IT Services; Abu Dhabi; On-site; AED 900,000 - 1,300,000; Full time

Job summary

Client of Exceed IT Services is seeking an experienced executive to lead end-to-end IT service delivery across a large government-backed estate in the UAE. The role requires managing SLAs, KPIs, and a multi-site workforce while maintaining strong executive-level stakeholder engagement.

You will own P&L, drive strategic transformation, and oversee governance forums, ensuring contractual compliance and risk management at the highest level.

Qualifications

• Leadership of large-scale IT managed service delivery (300 FTE, multi-site)
• Commercial and contract management - SLA regimes, service credits, change control
• Executive stakeholder management in a UAE government or public sector context
• Organisational design, workforce planning and transformation leadership
• Financial management and P&L ownership
• Deep ITIL and service management expertise

Responsibilities

• Own end-to-end accountability for SLA and KPI attainment across the full estate (522 schools and 51 branches/offices)
• Act as executive-level counterpart to Ministry leadership and represent the service at board level
• Own P&L for the engagement - cost control, resource utilisation, margin protection, forecast accuracy
• Set the service strategy, transformation roadmap and continual improvement agenda
• Chair executive governance forums and act as escalation path of last resort
• Lead the senior management team: Service Delivery Manager, ITSM Leads, Service Desk Lead, Field Management, VIP Lead
• Own contractual compliance, risk register, audit readiness and service credit exposure
• Drive workforce strategy including Emiratisation commitments, retention, succession and capability building
• Own the relationship with OEMs and strategic third parties at executive level
• Ensure readiness and command structure for examination periods and high-risk windows

Skills

ITIL expertise

Service management

P&L ownership

Stakeholder mgmt

Workforce transformation

Financial management

Job description

Client of Exceed IT Services is seeking an experienced executive to lead end-to-end IT service delivery across a large government-backed estate in the UAE. The role requires managing SLAs, KPIs, and a multi-site workforce while maintaining strong executive-level stakeholder engagement.

You will own P&L, drive strategic transformation, and oversee governance forums, ensuring contractual compliance and risk management at the highest level.