Senior Service Delivery Manager (SDM)

Computer Network Systems; Dubai; On-site; AED 180,000 - 250,000; Full time

Job summary

A leading company in IT services is seeking a Senior Service Delivery Manager in Dubai. The role requires overseeing high-quality service delivery and managing service teams to optimize IT operations, improve client satisfaction, and ensure compliance with industry standards. Ideal candidates should have extensive experience in IT service management and proven leadership skills in a technology environment.

Qualifications

• 8+ years in IT service delivery, with 5+ years in a managerial role.
• Experience with ITSM platforms and strong background in networking and cybersecurity.
• Proven track record of managing service delivery and client relationships.

Responsibilities

• Oversee end-to-end IT managed services delivery, ensuring compliance with SLAs and KPIs.
• Act as primary contact for clients, conduct regular service discussions.
• Implement ITIL best practices for service delivery and manage service budgets.

Skills

Networking

Cybersecurity

IT infrastructure

DevOps

Automation tools

Education

Bachelor's in computer science or related field

Master’s degree in IT

ITIL v4 certification

PMP certification

PRINCE2 certification

Tools

ServiceNow

BMC Remedy

Freshservice

Job description

The Senior Service Delivery Manager (SDM) is responsible for ensuring high-quality IT managed services delivery to clients while maintaining SLAs, improving operational efficiency, and driving customer satisfaction. This role involves managing a team of service professionals, optimizing IT service operations, and fostering strong client relationships to ensure the smooth execution of IT managed services, including cloud, network, security, and application support.

Key Responsibilities :

1. Service Delivery Management & Operations :

• Oversee end-to-end IT managed services delivery, ensuring compliance with SLAs and KPIs.
• Lead service teams in managing incidents, requests, problem resolution, and change management.
• Continuously optimize IT operations by implementing ITIL best practices and automation.
• Maintain high availability of critical IT infrastructure, applications, and cloud environments.
• Ensure proactive monitoring, reporting, and service reviews to minimize downtime.

2. Client & Stakeholder Management :

• Act as the primary point of contact for clients, ensuring expectations are met or exceeded.
• Conduct regular client meetings, QBRs (Quarterly Business Reviews), and service improvement discussions.
• Address escalations, resolve service-related issues, and manage crisis situations effectively.
• Work closely with internal teams (network, security, cloud, DevOps) to deliver seamless service.

3. ITIL & Service Management Excellence :

• Implement and enforce ITIL best practices for service delivery, incident, problem, and change management.
• Develop and maintain service catalogs, SLAs, and operational procedures.
• Drive service improvement initiatives using ITSM platforms like ServiceNow, BMC Remedy, or Manage Engine

4. Financial & Performance Management :

• Manage service budgets, cost optimization, and resource allocation.
• Drive service revenue growth and profitability by identifying upsell opportunities.
• Track key performance indicators (KPIs) and service efficiency metrics.
• Lead and mentor a team of service desk engineers, technical support staff, and service managers.
• Conduct performance reviews, training programs, and succession planning.
• Manage third-party vendors and service providers to ensure contractual adherence.

6. Security, Compliance & Risk Management :

• Ensure IT services comply with industry regulations (ISO 27001, GDPR, NIST).
• Enforce security best practices, incident response, and data protection policies.
• Mitigate risks by conducting regular service audits and assessments.

Qualifications

Minimum Qualifications :

• Bachelor’s in computer science, or a related field.
• ITIL v4, PMP, PRINCE2 Certified
• 8+ years in IT service delivery, with 5+ years in a managerial role
• ITSM platforms (ServiceNow, BMC Remedy, Freshservice).
• Networking, cybersecurity, and IT infrastructure.
• DevOps and automation tools (Ansible, Terraform, Kubernetes)

Desired Qualifications :

• Master’s degree in IT
• 10+ years in IT service delivery, with 5+ years in a managerial role