Service Delivery Lead / Manager | KBC Technologies Group | Dubai, UAE

KBC Technologies Group; Dubai; On-site; AED 260,000 - 380,000; Full time

Job summary

KBC Technologies Group in Dubai, UAE is seeking an experienced Service Delivery Lead/Manager to oversee enterprise IT service delivery, client relationships, SLA governance, and service lifecycle operations on-site. You will lead cross-functional teams, manage incidents and problem lifecycles, and drive CSI initiatives while ensuring UAE market compliance.

Lead executive partnerships with GCC enterprise clients, mentor technical teams, and drive automation to optimize service delivery costs

Qualifications

• Bachelor's degree in a technical field.
• 8–10+ years in IT service delivery or operations leadership.
• Mandatory UAE and GCC market experience.
• Strong ITIL (v4) knowledge and certifications preferred.
• Proven ability to manage enterprise SLAs and CSAT.

Responsibilities

• Lead IT service delivery operations and client accounts across Dubai and GCC.
• Establish and enforce SLAs, KPIs, and quality metrics.
• Manage major incident escalations, RCA, and CSI programs.
• Oversee ITIL lifecycles including incident, problem, change, and release management.
• Build executive relationships with client stakeholders and partners.
• Mentor and manage technical teams including service desk leads.
• Drive automation and cost-effective resource use across centers.
• Prepare executive status reports, SLA audits, and policy frameworks.

Skills

ITIL service management

Leadership

Stakeholder management

Incident and problem management

GCC market experience

Education

Bachelor's degree in Computer Science, Information Technology, or related field

Tools

ServiceNow

Jira Service Management

Zendesk

Job description

Position Summary

KBC Technologies Group is actively seeking an experienced, high-caliber, and technical Service Delivery Lead / Manager with proven UAE and GCC market experience to join our technology management team in Dubai on a full-time permanent on-site basis. In this critical operational leadership role, you will be responsible for overseeing enterprise service delivery, client relationship management, SLA governance, and IT service lifecycle operations. You will leverage your deep specialist expertise in ITIL service management, incident governance, cross-functional team leadership, and regional GCC market dynamics to deliver uncompromised operational excellence and client satisfaction. This opportunity offers competitive executive compensation, strategic technical visibility, and exceptional career growth prospects within a premier global technology solutions and consulting enterprise.

Detailed Job Description

As a Service Delivery Lead / Manager supporting enterprise technology services at KBC Technologies Group in Dubai, UAE, you will take full operational, tactical, and strategic ownership of service desk performance, client satisfaction metrics, escalation management, and delivery governance. Your day-to-day responsibilities include managing end-to-end IT service delivery, monitoring SLAs and KPIs, directing incident and problem management lifecycles, coordinating technical support squads, and cultivating trusted executive partnerships with key GCC enterprise clients. You will utilize your proactive stakeholder management and leadership skills to drive service quality improvement initiatives. Furthermore, you will manage application requirements via direct email to Ravi Sinha at [e-mail], ensuring strict compliance with mandatory UAE and GCC market service delivery experience.

Key Responsibilities

• Lead, direct, and optimize comprehensive IT service delivery operations, client accounts, and support workflows across Dubai and the broader GCC region.
• Establish, monitor, and enforce rigorous Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational quality metrics.
• Manage major incident escalations, crisis response, root-cause analysis (RCA), and continuous service improvement (CSI) programs.
• Oversee ITIL service management lifecycles including incident management, problem management, change management, and release management.
• Cultivate and maintain strong executive relationships with client stakeholders, technology partners, and regional vendor networks.
• Mentor, coach, and manage a multidisciplinary team of technical support engineers, system administrators, and service desk leads.
• Drive operational efficiency, automation of routine service workflows, and cost-effective resource utilization across service delivery centers.
• Author meticulous executive status reports, service performance reviews, SLA audits, and operational policy frameworks.

Required Qualifications & Skills

• Bachelor's degree in Computer Science, Information Technology, Business Administration, Systems Engineering, or a related technical discipline.
• Minimum of 8 to 10+ years of progressive professional experience in IT service delivery, service management, or technical operations leadership.
• Mandatory hands-on professional working experience within the United Arab Emirates (UAE) and GCC technology markets.
• Deep practical knowledge of ITIL frameworks (ITIL v4 Managing Professional or Service Transition certification preferred).
• Proven track record managing enterprise SLAs, client satisfaction scores (CSAT), and high-availability IT support operations.
• Exceptional leadership, stakeholder management, crisis negotiation, and cross-functional communication capabilities.
• Excellent written and verbal English communication skills with strong executive presentation abilities (Arabic language proficiency is a plus).
• Mandatory legal work eligibility in the United Arab Emirates with local residency and availability for on-site operations in Dubai.

Nice-to-Have Skills

• Professional service management certifications (e.g., ITIL Expert / Master, PMP, COBIT, Certified ScrumMaster).
• Prior professional working experience in top-tier global IT service providers, managed service providers (MSPs), or enterprise telecommunications firms in the GCC.
• Familiarity with enterprise ITSM tooling (e.g., ServiceNow, Jira Service Management, Zendesk).
• Advanced knowledge of cloud infrastructure governance and cybersecurity compliance standards.