IT Service Delivery Manager (Arabic Speaker)

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

• 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 in accordance with agreed SLAs, KPIs, operating procedures, and contractual requirements.
• Lead daily, weekly, monthly, and quarterly service-review meetings.
• Review incident, problem, change, capacity, availability, and performance reports.
• Coordinate the resolution of major incidents and act as the first management escalation point.
• Ensure root-cause analyses and corrective-action plans are completed for recurring and high-impact incidents.
• Manage service risks, dependencies, issues, and improvement initiatives.
• Coordinate activities with FTA teams, OEM vendors, third-party service providers, and the existing MSP.
• Ensure operational documentation, escalation matrices, runbooks, and governance records remain current.
• Monitor team performance, resource availability, shift coverage, and on-call readiness.
• Support SLA baselining during transition and operational handover.
• Drive shift-left initiatives, automation, knowledge transfer, and continuous improvement.
• Prepare and present SLA, KPI, capacity, availability, incident, and service-improvement reports.
• Maintain customer satisfaction and ensure timely resolution of service concerns.

Desired Candidate Profile

• Strong understanding of ITIL service-management practices.

• 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

Skills reqts

• Understanding of Nutanix, Linux, Windows, backup, database, network, security, and DR operations.

• Arabic speaking

• ITIL Foundation or ITIL Managing Professional certification

• PMP, PRINCE2, or equivalent project-management certification