GCC Enterprise IT Service Delivery Lead

KBC Technologies Group

Dubai

On-site

AED 260,000 - 380,000

Full time

7 days ago

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Job summary

KBC Technologies Group in Dubai, UAE is seeking an experienced Service Delivery Lead/Manager to oversee enterprise IT service delivery, client relationships, SLA governance, and service lifecycle operations on-site. You will lead cross-functional teams, manage incidents and problem lifecycles, and drive CSI initiatives while ensuring UAE market compliance.

Lead executive partnerships with GCC enterprise clients, mentor technical teams, and drive automation to optimize service delivery costs

Qualifications

Bachelor's degree in a technical field.
8–10+ years in IT service delivery or operations leadership.
Mandatory UAE and GCC market experience.
Strong ITIL (v4) knowledge and certifications preferred.
Proven ability to manage enterprise SLAs and CSAT.

Responsibilities

Lead IT service delivery operations and client accounts across Dubai and GCC.
Establish and enforce SLAs, KPIs, and quality metrics.
Manage major incident escalations, RCA, and CSI programs.
Oversee ITIL lifecycles including incident, problem, change, and release management.
Build executive relationships with client stakeholders and partners.
Mentor and manage technical teams including service desk leads.
Drive automation and cost-effective resource use across centers.
Prepare executive status reports, SLA audits, and policy frameworks.