IT Service Delivery Lead - Multi-Tower Ops

solutions21 fzco; Abu Dhabi; On-site; AED 300,000 - 540,000; Full time

Job summary

solutions21 fzco in Abu Dhabi seeks a Senior IT Service Delivery Manager to lead day-to-day delivery of managed IT services. You will coordinate internal teams, partners and vendors to provide reliable operations and high customer satisfaction.

You will drive incident and change processes, manage SLAs, and deliver performance reports while aligning with governance and continual service improvement plans.

Qualifications

• Bachelor’s degree or equivalent practical experience required.
• ITIL 4 Foundation certification desirable; advanced ITIL a plus.
• Experience with enterprise applications, cloud and integration platforms.
• Experience leading onsite and remote delivery teams.

Responsibilities

• Lead day-to-day delivery of managed IT services and ensure customer satisfaction.
• Coordinate internal teams, delivery partners and vendors across multi-tower services.
• Translate customer priorities into delivery plans with clear actions.
• Manage service performance against scope and SLAs; drive improvements.
• Lead major incidents, change, release, and knowledge-management processes.
• Prepare service reports and ensure readiness for reviews.
• Escalate risks and issues; maintain runbooks and knowledge articles.

Skills

IT service management

Stakeholder management

ITIL knowledge

Vendor coordination

Incident management

Change and release control

Leadership & governance

Education

Bachelor's degree in IT / CS / Engineering

Job description

solutions21 fzco in Abu Dhabi seeks a Senior IT Service Delivery Manager to lead day-to-day delivery of managed IT services. You will coordinate internal teams, partners and vendors to provide reliable operations and high customer satisfaction.

You will drive incident and change processes, manage SLAs, and deliver performance reports while aligning with governance and continual service improvement plans.