Senior IT Service Delivery Lead | SLA & ITIL Expert

Ghobash Group; Dubai; On-site; AED 360,000 - 550,000; Full time

Job summary

Ghobash Group in Dubai seeks an experienced IT Service Delivery Manager to oversee end-to-end service delivery across multiple accounts, ensuring SLA compliance, operational excellence and customer satisfaction. You will lead on-site and offshore teams, coordinate with vendors and internal departments, and act as SPOC for key stakeholders such as EHS, MOHAP and IACAD.

The role requires ITIL expertise, strong governance, incident/problem/change management, and the ability to drive improvements,

Qualifications

• Bachelor's degree in Information Technology or Computer Science or related field.
• Masters in IT Management / MBA or related field is desirable.
• Minimum 8–10 years in IT operations or service delivery with managerial experience.

Responsibilities

• Oversee end-to-end IT service delivery for multiple accounts, ensuring SLA adherence and contractual obligations.
• Lead on-site and offshore support teams (Service Desk, NOC, Network, Infrastructure).
• Conduct governance meetings with clients to review performance, incidents, and improvement plans.
• Manage incident, problem, and change processes per ITIL standards.
• Collaborate with HR, Finance, Procurement, and Logistics to optimize resources and costs.
• Drive automation, proactive monitoring, and process optimization to improve CSAT and service metrics.

Skills

Leadership

Stakeholder mgmt

ITIL

SLA management

Service reporting

Education

Bachelors in IT/CS

MBA/IT Management (desired)

Tools

Dynatrace

ManageEngine

Cisco

VMware

Job description

Ghobash Group in Dubai seeks an experienced IT Service Delivery Manager to oversee end-to-end service delivery across multiple accounts, ensuring SLA compliance, operational excellence and customer satisfaction. You will lead on-site and offshore teams, coordinate with vendors and internal departments, and act as SPOC for key stakeholders such as EHS, MOHAP and IACAD.

The role requires ITIL expertise, strong governance, incident/problem/change management, and the ability to drive improvements,