Senior IT Service Delivery Manager – SLA-Driven Delivery

Blackstone eIT; Dubai; Presencial; AED 420.000 - 660.000; Tempo integral

Resumo da vaga

Blackstone eIT in Dubai seeks an experienced IT Service Delivery Manager to lead end-to-end management of enterprise IT services in line with contractual SLAs and KPIs.

You will monitor performance, incidents, and customer satisfaction; manage ITIL-based incident, problem, and change processes; coordinate with cross-functional teams and vendors; and deliver regular service performance reports and reviews to stakeholders.

Qualificações

• Bachelor's degree in CS/IT or related field.
• ITIL Foundation certification.
• PMP or equivalent project management certification.
• Additional service management certifications are an advantage.

Responsabilidades

• Deliver IT managed services per SLAs and KPIs.
• Monitor performance, availability, incidents, and customer satisfaction.
• Lead ITIL-aligned incident, problem, and change management.
• Coordinate with vendors to ensure timely service delivery.
• Prepare monthly/quarterly performance reports and SLA dashboards.
• Conduct service reviews with stakeholders.
• Manage risks and drive continuous service improvement.
• Coordinate change approvals for upgrades and patches.
• Maintain service documentation and standards compliance.
• 10+ years of IT service delivery management experience.

Conhecimentos

IT service delivery

ITIL processes

RCA

Stakeholder management

Communication

Problem solving

Vendor coordination

Formação

Bachelor's degree in Computer Science or Information Technology

Ferramentas

ServiceNow

Jira Service Management

BMC Remedy

Descrição da vaga

Blackstone eIT in Dubai seeks an experienced IT Service Delivery Manager to lead end-to-end management of enterprise IT services in line with contractual SLAs and KPIs.

You will monitor performance, incidents, and customer satisfaction; manage ITIL-based incident, problem, and change processes; coordinate with cross-functional teams and vendors; and deliver regular service performance reports and reviews to stakeholders.