Senior IT Service Delivery Lead | ITIL & SLA Excellence

Confidential; Abu Dhabi; On-site; AED 350,000 - 520,000; Full time

Job summary

Confidential in Abu Dhabi seeks an experienced IT Service Delivery Leader to oversee day-to-day IT services and coordinate across servers, applications, security, cloud, and helpdesk. You will ensure SLA/KPI targets are met, act as the main business contact for service issues, and manage incidents, changes and major incidents within a multi-vendor environment.

The role requires 8–12 years of IT service delivery/operations leadership, a strong IT operations background, and ITILv3/ITIL4 Managing

Qualifications

• 8–12 years of IT service delivery/operations leadership experience.
• Strong understanding of ITIL, SLA, KPI, incidents, problems and changes.
• PMP/PRINCE2 beneficial.

Responsibilities

• Manage day-to-day delivery of IT services.
• Coordinate with teams for servers, applications, security, cloud, helpdesk and IT support.
• Monitor SLA and KPI performance and ensure targets are met.
• Act as main contact for business users on service issues.
• Coordinate incidents, problems and service requests.

Skills

IT service delivery

Operations leadership

ITIL/ITSM

Stakeholder communication

Education

Bachelor's degree in IT/Computer field

Job description

Confidential in Abu Dhabi seeks an experienced IT Service Delivery Leader to oversee day-to-day IT services and coordinate across servers, applications, security, cloud, and helpdesk. You will ensure SLA/KPI targets are met, act as the main business contact for service issues, and manage incidents, changes and major incidents within a multi-vendor environment.

The role requires 8–12 years of IT service delivery/operations leadership, a strong IT operations background, and ITILv3/ITIL4 Managing