Infra MS Service Delivery Manager – Arabic

Intertec Softwares; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading IT services provider in Dubai is seeking a Technical Service Delivery Manager (Arabic-speaking) to oversee the delivery of IT Managed Services. The ideal candidate should have 18 years in IT with 7 years in senior service delivery roles, strong technical skills, and a proven ability to manage client relationships. Engagement includes managing service delivery, compliance, and governance, while handling escalations diplomatically. This full-time position offers competitive monthly compensation of AED 30,000 - 32,000.

Qualifications

• Fluency in Arabic and English (spoken and written).
• ITIL v3 or v4 Certification is mandatory.
• 18 years in IT with 7 years in Service Delivery (Senior Management roles).
• Experience writing SLA waiver justifications.
• Audit prep experience (SLA, SOC2, ISO, NESA audits).

Responsibilities

• Own and manage day-to-day service delivery.
• Ensure compliance with SLAs and KPIs.
• Interface with client leadership ensuring transparency.
• Lead cross-functional technical teams.
• Manage escalations with OEMs and internal teams.

Skills

IT Experience

Data Center Experience

Problem Management

Network Management

Management Experience

Solaris

Customer Support

ServiceNow

IT Service Management

ITIL

Project Management

Operating Systems

Education

Bachelor's degree in Computer Science or Information Technology

Job description

Role Overview

We are seeking an experienced Technical Service Delivery Manager (Arabic-speaking) to lead and oversee the end-to-end delivery of IT Managed Services for a prestigious client in the UAE. The ideal candidate must bring a strong technical foundation across Infrastructure Security Service Desk and ITSM combined with excellent client relationship management skills bilingual fluency in Arabic and English and the ability to operate diplomatically within a high-pressure environment.

Key Responsibilities

Service Delivery & Governance

• Own and manage all aspects of day-to-day service delivery across the IT landscape (On-prem hybrid and cloud).
• Ensure 100% compliance with contractual SLAs and KPIs.
• Fully govern and drive structured incident problem change capacity and availability management in line with ITIL v4 best practices.
• Lead daily / weekly / monthly governance reviews and interface with client leadership ensuring transparency and control.

Customer Engagement & Stakeholder Management

• Act as the primary interface for client stakeholders translating complex technical issues into business-impact language.
• Navigate and manage behavioral challenges and high-pressure communication scenarios with maturity and diplomacy.
• Ensure all communication and documentation aligns with English and Arabic language expectations.

Team Coordination & Escalation Handling

• Lead cross-functional technical teams (L1-L3) spanning Windows Linux VMware Networking Security Service Desk End-User Support etc.
• Own and resolve critical escalations coordinating war-room efforts involving OEMs and internal engineering teams.
• Oversee SDM dashboards ticket hygiene and quality control of RCA reports and change management documentation.

OEM & Third-Party Coordination

• Coordinate proactively with OEMs for escalated technical issues
• Manage end-to-end DR drills patching cycles and product upgrades in coordination with internal teams and CAB.

Documentation & Controls

• Own the creation versioning and maintenance of :
• IT Risk Registers
• Standard Operating Procedures (SOPs) for critical operational areas
• High-Level Designs (HLDs) and Low-Level Designs (LLDs)
• Operational Runbooks Disaster Recovery Plans and ITSM Workflows
• Service Improvement Plans (SIPs) and Audit Tracker logs
• RCA templates SLA dashboards and Knowledge Base Articles
• Ensure all documentation is up-to-date reviewed periodically and compliant with clients audit and governance standards.
• Implement and monitor document lifecycle management including review / approval cycles and archival processes.

Asset License & Lifecycle Management

• Own and govern the Infrastructure Asset Tracker covering all physical & virtual assets.
• Track and report asset EOL / EOS status with OEM advisories and replacement plans.
• Govern license management and ensure license renewals support expiry warranty status and OEM SLAs are monitored and actioned.

Required Qualifications

• Bachelors degree in Computer Science Information Technology or equivalent.
• ITIL v3 or v4 Certification is mandatory.
• Strong foundation in core IT Infrastructure domains : virtualization Windows / Linux servers Networking and ITSM.
• Deep understanding of Managed Services delivery models governance and SLA frameworks.
• 18 years in IT with 7 years in a Service Delivery (Senior Management roles).
• Bilingual : Fluency in Arabic and English (spoken and written).
• Audit prep experience especially SLA SOC2 ISO or NESA audits.
• Experience writing or defending SLA waiver justifications.

Desirable Experience

• Prior experience handling UAE clients or GCC engagements.
• Understanding of security operations and SOC / NOC coordination in a heterogeneous infrastructure.
• Experience in conflict de-escalation emotional intelligence and managing complex customer behavior.
• Knowledge of change transition (CT) environments and handling hybrid infra operations.

Soft Skills

• Calm composed and diplomatic under pressure.
• Strong verbal and written communicator.
• Highly structured documentation-focused.
• Proactive takes ownership and drives outcomes.

Behavioral & Leadership Competencies

• Stakeholder Diplomacy - manages escalations and behavioral issues tactfully
• Documentation Rigor - maintains structured compliant and auditable records
• Technical Breadth - understands cross-domain infra / security scope
• Ownership & Accountability - drives outcomes without passing blame
• Multilingual Communication - delivers technical and business-level updates in Arabic and English

Work Environment

• Environment : 24x7 mission-critical
• Flexibility : Must be available for escalations emergency tasks and war-room handling beyond working hours
• Location : 100% Onsite Dubai UAE

Required Experience

Manager

Key Skills

IT Experience, Data Center Experience, Problem Management, Network Management, Management Experience, Solaris, Customer Support, ServiceNow, IT Service Management, ITIL, Project Management, Operating Systems

Employment Type

Full-Time

Experience

years

Vacancy

1

Monthly Salary

30000 - 32000