Senior IT Service Delivery Manager — Multi-Vendor Leadership

Tanqeeb; Abu Dhabi; On-site; AED 420,000 - 620,000; Full time

Job summary

DXC Technology in the United Arab Emirates is seeking an experienced Service Delivery Manager to lead and govern the delivery of complex IT services within a large-scale technology environment in the UAE.

The role emphasizes ensuring service performance, governance, and major incident oversight while coordinating across multiple vendors and partners. You will drive ITIL-based processes and continuous improvement to meet SLAs and customer expectations.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business
• 8+ years of IT service delivery / IT operations experience
• Strong knowledge of ITIL and IT Service Management (ITSM)
• Experience managing SLAs, KPIs, service performance, governance, and customer satisfaction
• Experience with ITSM platforms such as ServiceNow or equivalent

Responsibilities

• Own end-to-end service delivery across assigned IT services and technology domains.
• Ensure services are delivered in accordance with SLAs, KPIs, OLAs, contractual commitments, and quality standards.
• Monitor service performance, availability, reliability, capacity, and operational health.
• Coordinate service delivery activities across internal teams, technical towers, vendors, and partners.
• Identify service delivery gaps and drive corrective and preventive actions.
• Maintain operational readiness and service continuity across the environment.
• Drive effective implementation and operation of ITIL-based service management processes.
• Provide governance across Incident, Major Incident, Problem, Change, Request, Configuration, Availability, Capacity, and Service Level Management.
• Ensure incidents and service requests are managed within agreed service levels.
• Drive root-cause analysis and permanent resolution of recurring service issues.
• Ensure effective change governance while minimizing operational risk and service disruption.
• Promote consistent service management standards across all delivery teams.
• Provide leadership during critical and major service incidents.
• Track corrective and preventive actions through to closure.
• Establish and maintain effective service governance and reporting frameworks.
• Conduct regular service reviews with stakeholders, technical teams, vendors, and partners.

Job description

DXC Technology in the United Arab Emirates is seeking an experienced Service Delivery Manager to lead and govern the delivery of complex IT services within a large-scale technology environment in the UAE.

The role emphasizes ensuring service performance, governance, and major incident oversight while coordinating across multiple vendors and partners. You will drive ITIL-based processes and continuous improvement to meet SLAs and customer expectations.