Senior Service Delivery Manager - Drive Excellence & Growth

Tanqeeb; Dubai; On-site; AED 300,000 - 540,000; Full time

Job summary

Tanqeeb is seeking an experienced Service Delivery Manager in Dubai to oversee end-to-end service delivery, uphold SLAs, and drive continuous improvement across IT operations. You will manage incidents, changes, and escalation paths while building strong client relationships with cross-functional teams.

The role emphasizes leadership, KPI monitoring, and governance, with opportunities for career growth in a dynamic, international environment in Dubai.

Qualifications

• Bachelor’s degree in IT, Computer Science, Business Administration, or a related field preferred.
• 5+ years of experience in service delivery, IT operations, customer success, or technology management.
• Strong understanding of ITSM, SLA management, incident/problem/change management, and service governance.
• Knowledge of ITIL frameworks and service-management best practices.
• Experience with ITSM platforms such as Service Now, Jira Service Management, or similar tools.
• Strong analytical, reporting, problem-solving, and decision-making abilities.
• Excellent communication, stakeholder-management, negotiation, and leadership skills.
• UAE/GCC experience is an advantage.
• ITIL, PMP, PRINCE2, or relevant professional certifications are an advantage.

Responsibilities

• Manage end-to-end service delivery and ensure services consistently meet agreed objectives and SLAs.
• Monitor KPIs, SLAs, service quality, availability, response times, and customer satisfaction.
• Build strong relationships with clients, business stakeholders, vendors, and internal teams.
• Oversee incident, problem, request, and escalation management to ensure timely resolution.
• Coordinate change and service-improvement initiatives while minimizing operational disruption.
• Prepare service reports, performance dashboards, reviews, and management updates.
• Identify service risks, recurring issues, and operational gaps, then implement corrective actions.
• Drive continuous improvement across processes, systems, workflows, and service performance.
• Lead, coach, and develop service delivery and operations teams.
• Work closely with technical, project, security, infrastructure, and business teams to deliver reliable services.

Skills

Leadership

Stakeholder management

ITIL knowledge

ITSM platforms

SLA management

Incident/Problem/Change management

Data analysis

Communication

UAE/GCC experience

Education

Bachelor's degree in IT/CS/Business Admin

5+ years relevant experience

Tools

ServiceNow

Jira Service Management

Job description

Tanqeeb is seeking an experienced Service Delivery Manager in Dubai to oversee end-to-end service delivery, uphold SLAs, and drive continuous improvement across IT operations. You will manage incidents, changes, and escalation paths while building strong client relationships with cross-functional teams.

The role emphasizes leadership, KPI monitoring, and governance, with opportunities for career growth in a dynamic, international environment in Dubai.