IT Service Delivery Leader for Enterprise MSP Ops

OEM Manufacturer in UAE; Dubai; On-site; AED 220,000 - 360,000; Full time

Job summary

OEM Manufacturer in UAE seeks a Service Delivery Manager to oversee day-to-day managed-services operations across infrastructure, backup, database, network security, monitoring and DR. You will lead service reviews and ensure SLA/KPI adherence, coordinating with vendors and internal teams.

The role requires ITIL expertise, experience with enterprise MSP contracts, and strong reporting, negotiation, and stakeholder-management skills. Arabic speaking is a plus for this position.

Qualifications

• ITIL service-management practices are required.
• Experience managing enterprise infrastructure managed-services contracts.
• Knowledge of incident, problem, change, configuration, capacity, and availability management.
• Strong stakeholder, vendor, and escalation management skills.
• Excellent reporting, presentation, negotiation, and communication skills.
• Ability to manage multidisciplinary technical teams.

Responsibilities

• Act as the single point of contact for day-to-day managed-services operations.
• Manage service delivery across infrastructure, backup, database, network security, monitoring, and disaster recovery functions.
• Ensure services are delivered per SLAs, KPIs, SOPs, and contracts.
• Lead daily/weekly/monthly/quarterly service-review meetings.
• Review incident, problem, change, capacity, availability, and performance reports.
• Coordinate major incident resolution and act as first management escalation point.
• Ensure root-cause analyses and corrective-action plans for recurring incidents.

Skills

ITIL knowledge

Stakeholder management

Vendor escalation

Reporting & presentation

Multidisciplinary teams

Arabic speaking

Nutanix

Linux

Windows

Backup

Database

Network

Security

DR operations

Tools

Nutanix

Linux

Windows

Backup

Database

Network

Security

DR operations

Job description

OEM Manufacturer in UAE seeks a Service Delivery Manager to oversee day-to-day managed-services operations across infrastructure, backup, database, network security, monitoring and DR. You will lead service reviews and ensure SLA/KPI adherence, coordinating with vendors and internal teams.

The role requires ITIL expertise, experience with enterprise MSP contracts, and strong reporting, negotiation, and stakeholder-management skills. Arabic speaking is a plus for this position.