IT Service Delivery Lead – SLA, ITIL & Customer Success

Ghobash Group; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

A technology services provider in Dubai is seeking an experienced IT Service Delivery Manager to oversee IT service delivery and ensure compliance with SLAs and ITIL standards. The ideal candidate has 8-10 years of experience in IT operations with strong leadership and stakeholder management skills. This full-time role requires managing cross-functional teams and maintaining client relationships for effective service governance.

Qualifications

• 8-10 years of experience in IT operations or service delivery.
• 3-5 years in a managerial role.
• Experience managing large-scale service contracts.

Responsibilities

• Oversee end-to-end IT service delivery ensuring SLA compliance.
• Lead on-site and offshore support teams.
• Manage incident, problem, and change management processes.

Skills

Leadership skills

Stakeholder management

ITIL processes

Analytical skills

Coordination skills

Education

Bachelor's degree in Information Technology

Master's Degree in IT Management or MBA

Tools

Dynatrace

ManageEngine

BMC Helix

Cisco

VMware

Job description

A technology services provider in Dubai is seeking an experienced IT Service Delivery Manager to oversee IT service delivery and ensure compliance with SLAs and ITIL standards. The ideal candidate has 8-10 years of experience in IT operations with strong leadership and stakeholder management skills. This full-time role requires managing cross-functional teams and maintaining client relationships for effective service governance.