IT Service Delivery Manager

Vanderlande; Dubai; On-site; AED 63,000 - 86,000; Full time

Job summary

Vanderlande is seeking an IT Service Delivery Manager to oversee and support smart IT solutions deployed at airports worldwide, coordinating international specialists to ensure reliable service performance and customer satisfaction.

You will plan and evaluate service delivery activities, lead handovers, and collaborate with Sales, Engineering, and Life Cycle Services to strengthen our Airports IT Solutions and service standards.

Qualifications

• Bachelor's degree in CS/IT/IS or related field.
• Hands-on IT infrastructure and software development experience.
• Affinity with IT and Industrial Automation; interest in logistics.
• Proficiency in ITIL-aligned IT Service Management practices.
• Analytical, problem-solving, proactive and hands-on mindset.
• Excellent English; comfortable working cross-functionally; travel internationally.

Responsibilities

• Plan, authorize and evaluate service delivery activities.
• Guide operational handovers and support efforts.
• Coordinate across customer service, engineering, product and sales teams.
• Improve Airports IT Solutions and Vanderlande service standards.
• Provide clear reporting on service delivery performance and issues.
• Support pre-sales with service-related input during contract definition.

Skills

ITIL knowledge

IT infrastructure

Analytical skills

Cross-functional communication

Willing to travel

Education

Bachelor's degree in Computer Science/Information Technology/Information Systems or related field

Job description

IT Service Delivery Manager

As IT Service Delivery Manager you will play a pivotal role in managing and supporting our smart IT solutions deployed at airports worldwide These mission-critical solutions include software that orchestrates baggage transport advanced data analytics platforms and IT infrastructure You will connect our customers with the Service Management organization and coordinate international specialists to ensure reliable service performance and customer satisfaction

Introduction

As IT Service Delivery Manager you will play a pivotal role in managing and supporting our smart IT solutions deployed at airports worldwide These mission-critical solutions include software that orchestrates baggage transport advanced data analytics platforms and IT infrastructure You will connect our customers with the Service Management organization and coordinate international specialists to ensure reliable service performance and customer satisfaction

What will you be doing

This dynamic role combines strategic oversight with hands‑on coordination You will plan authorize and evaluate service delivery activities guide operational handovers and support efforts and work across customer service engineering product and sales stakeholders to strengthen our Airports IT Solutions and service standards

Responsibilities

• Oversee the implementation of new or modified service contracts ensuring alignment with operational capabilities and customer expectations
• Manage the handover of newly installed systems or services to the Service team ensuring readiness for ongoing support and maintenance
• Coordinate support efforts by bringing together the right teams tools and information while assigning and monitoring work across internal teams and external partners
• Collaborate with Service Desks internal teams and customer stakeholders to identify and implement improvements in Airports IT Solutions and Vanderlande service standards
• Provide clear reporting on service delivery performance including achievements challenges and improvement plans and prioritize known issues for product development teams to support timely resolution and feedback
• Analyze customer feedback facilitate workshops to identify business opportunities and service improvements and support Sales with service‑related input during pre‑sales and contract definition

What do we ask from you

• A professional degree in Computer Science Information Technology Information Systems Mathematics or a related technical field
• Solid understanding of and hands‑on experience with IT infrastructure and software development environments
• Affinity with IT and Industrial Automation together with a strong interest in logistics and operational processes
• Proficiency in ITIL‑aligned IT Service Management practices and frameworks
• A proactive pragmatic and results‑focused approach supported by strong analytical and problem‑solving skills and a hands‑on attitude toward execution and continuous improvement
• Excellent spoken and written English confidence working in cross‑functional and multicultural teams and willingness to travel internationally on occasion

About the team

The Airports IT Services team is part of the IT Delivery Group which operates globally in selling delivering and servicing IT solutions for airports You will work closely with colleagues across Sales Engineering Project Management and Life Cycle Services

About Vanderlande

Vanderlande builds automated systems for airports and parcel logistics managing baggage from check‑in to reclaim and sorting parcels across some of the world s largest delivery networks A place to grow with people who bring out the best in each other

What we offer

In this challenging and responsible position you will have the chance to make a significant contribution to industry‑leading projects and be connected to our dedicated people and customers We offer a position in an informal international and professional working environment with a lot of scope for personal development By joining our profitable and growing company you will be able to reach your goals and focus on your future

This position offers a competitive salary range of 5 665 90 to 7 689 43 gross per month excluding 8 holiday allowance Through exceeding performance expectations you even have the possibility to grow outside this scale

On top of your fixed salary you ll receive the following secondary benefits