IT Service Delivery Leader — Gov & Healthcare Ops

Ghobash Group; Dubai; Presencial; AED 320 000 - 520 000; Tempo integral

Resumo da oferta

Ghobash Group is seeking an experienced IT Service Delivery Manager to oversee end-to-end service delivery across multiple accounts in the UAE. You will ensure SLA compliance, drive improvements, and maintain strong client relationships with senior stakeholders.

The role requires leading on-site and offshore teams, governance, and incident management in line with ITIL standards. The ideal candidate brings 8–10 years in IT operations or service delivery, with experience in large managed services

Qualificações

• Bachelor's degree in Information Technology or Computer Science.
• Master's degree in IT Management or MBA is desirable.
• Minimum 8–10 years of experience in IT operations or service delivery.
• Experience managing large-scale managed service contracts for government or healthcare sectors (Desired).

Responsabilidades

• Oversee end-to-end IT service delivery for clients, ensuring adherance to SLAs and contractual obligations.
• Lead on-site and offshore support teams including Service Desk, NOC, Network and Infrastructure resources.
• Conduct governance meetings with clients to present performance and incident trends.
• Manage incident, problem and change management processes per ITIL standards.
• Monitor service availability and escalation management to ensure customer satisfaction.
• Collaborate with HR, Finance, Procurement and Logistics for resource planning and operations.
• Drive continuous service improvement, automation and monitoring initiatives.
• Prepare monthly performance and SLA reports with CSAT and actions.

Conhecimentos

Leadership

Stakeholder management

ITIL processes

SLA compliance

Cross-functional teams

Reporting and analytics

Vendor coordination

Governance

Formação académica

Bachelor's degree in Information Technology or Computer Science

Master's degree in IT Management or MBA (Desired)

Ferramentas

Dynatrace

ManageEngine

Cisco

VMware

BMC Helix

Descrição da oferta de emprego

Ghobash Group is seeking an experienced IT Service Delivery Manager to oversee end-to-end service delivery across multiple accounts in the UAE. You will ensure SLA compliance, drive improvements, and maintain strong client relationships with senior stakeholders.

The role requires leading on-site and offshore teams, governance, and incident management in line with ITIL standards. The ideal candidate brings 8–10 years in IT operations or service delivery, with experience in large managed services