Senior IT Service Delivery Leader

Solutions21; Abu Dhabi; On-site; AED 300,000 - 600,000; Full time

Job summary

Solutions21 is seeking a Senior IT Service Delivery Manager to lead day-to-day delivery of managed IT services from the Abu Dhabi site. You will act as the primary operational contact for customers and coordinate internal teams, delivery partners and technology vendors to ensure reliable operations and high customer satisfaction.

You will drive ITIL-aligned processes, incident and change governance, and service reporting while overseeing service transitions and continual improvement actions.

Qualifications

• Bachelor's degree or equivalent practical experience in IT, CS, or engineering.
• ITIL 4 Foundation certification; higher ITIL qualifications are a plus.
• Experience with enterprise applications, cloud environments and integration platforms is mandatory.
• Experience managing onsite and remote delivery teams is mandatory.

Responsibilities

• Coordinate services across applications, integrations, infrastructure, cloud, cybersecurity and service desk operations.
• Provide delivery leadership and technical coordination for application and integration support teams.
• Translate customer priorities into clear delivery plans, responsibilities and actions.
• Manage service performance against agreed scope, SLAs and procedures.
• Lead major incidents, including technical response and stakeholder communication.
• Coordinate transition of services into a structured managed-service operating model.
• Maintain service records and contribute to management reviews.

Skills

ITIL knowledge

Stakeholder management

Service delivery leadership

Vendor coordination

Incident management

Education

Bachelor's degree in IT/CS/Engineering

Tools

ServiceNow

Ticketing systems

Job description

Solutions21 is seeking a Senior IT Service Delivery Manager to lead day-to-day delivery of managed IT services from the Abu Dhabi site. You will act as the primary operational contact for customers and coordinate internal teams, delivery partners and technology vendors to ensure reliable operations and high customer satisfaction.

You will drive ITIL-aligned processes, incident and change governance, and service reporting while overseeing service transitions and continual improvement actions.