Service Delivery Manager

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 | United Arab Emirates | On-site

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

The Service Delivery Manager will be responsible for ensuring consistent service performance, operational excellence, customer satisfaction, SLA achievement, effective governance, and continuous improvement across multiple technology services, teams, vendors, and partners.

This role requires a strong combination of IT service management, operational leadership, stakeholder management, service governance, major incident oversight, and multi-vendor coordination.

Key Responsibilities

Service Delivery & Operational Management

• Own end-to-end service delivery across assigned IT services and technology domains.


• Ensure services are delivered in accordance with agreed 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.


• Ensure effective transition of new and changed services into BAU operations.

IT Service Management

• 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.

Major Incident & Problem Management

• Provide leadership and oversight during critical and major service incidents.


• Ensure appropriate technical teams, vendors, and stakeholders are mobilized for rapid service restoration.


• Maintain clear communication and escalation throughout major incidents.


• Ensure comprehensive post-incident reviews and root-cause analyses are completed.


• Track corrective and preventive actions through to closure.


• Identify recurring operational trends and drive permanent remediation.

Service Governance & Performance

• Establish and maintain effective service governance and reporting frameworks.


• Conduct regular service reviews with stakeholders, technical teams, vendors, and partners.


• Monitor and report performance against SLAs, KPIs, service quality measures, risks, and improvement plans.


• Produce clear management and executive-level service reports.


• Maintain service risks, issues, actions, and improvement plans.


• Ensure timely escalation and resolution of service performance concerns.

Stakeholder Management

• Act as a key service delivery interface between DXC Technology, stakeholders, delivery teams, and technology partners.


• Build trusted relationships with senior stakeholders and service owners.


• Manage expectations and ensure clear, transparent, and timely communication.


• Translate technical service issues into clear business impact and resolution plans.


• Coordinate across multiple technical and business teams to achieve service objectives.


• Maintain a strong focus on customer experience and satisfaction.

Vendor & Partner Management

• Manage service delivery across multiple vendors, partners, and technology providers.


• Monitor vendor performance against agreed service levels and contractual commitments.


• Coordinate resolution of cross-vendor incidents, problems, and operational dependencies.


• Drive accountability for service performance and improvement actions.


• Ensure effective collaboration across the wider service delivery ecosystem.

Service Improvement

• Establish and maintain Continual Service Improvement (CSI) plans.


• Analyze service performance data, trends, recurring incidents, and customer feedback to identify improvement opportunities.


• Drive initiatives to improve service quality, stability, availability, efficiency, and customer experience.


• Identify opportunities for automation, process optimization, and operational efficiency.


• Track improvement initiatives through to measurable outcomes.

Service Continuity & Resilience

• Support service continuity, availability, resilience, and disaster recovery requirements.


• Ensure operational teams maintain appropriate procedures, runbooks, escalation paths, and recovery processes.


• Participate in service continuity and disaster recovery exercises where required.


• Ensure operational risks and service vulnerabilities are identified and appropriately managed.

Required Experience

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related discipline.


• 8+ years of IT service delivery / IT operations experience, including significant experience in a Service Delivery Manager or equivalent role.


• Proven experience managing complex enterprise IT services across multiple technology domains.


• Strong knowledge of ITIL and IT Service Management (ITSM) principles and processes.


• Demonstrated experience managing SLAs, KPIs, service performance, governance, and customer satisfaction.


• Strong experience in Incident, Major Incident, Problem, Change, and Service Level Management.


• Experience managing services within complex multi-vendor environments.


• Proven experience managing senior stakeholders and service review/governance meetings.


• Strong understanding of enterprise IT operations, infrastructure, applications, cloud, network, security, and service support environments.


• Experience with ITSM platforms such as ServiceNow or equivalent.


• Excellent leadership, communication, stakeholder management, analytical, and problem-solving capabilities.

Preferred Experience

• Previous experience managing large-scale technology services in the UAE or wider GCC region.


• Experience supporting complex, business-critical or high-availability technology environments.


• Experience working within large-scale, highly governed enterprise environments.


• Experience managing service transition from project delivery into BAU operations.


• Understanding of service continuity, disaster recovery, availability, capacity, and operational resilience.


• Experience managing multiple technology vendors and service providers.


• ITIL 4 Foundation, ITIL Managing Professional, or equivalent ITSM certification is highly desirable.


• Relevant ServiceNow, cloud, infrastructure, or service management certifications are advantageous.

What We Are Looking For

We are looking for a hands-on Service Delivery Manager who can maintain strong operational control while building trusted relationships with stakeholders.

The successful candidate will understand how complex technology services operate end-to-end and will be able to coordinate multiple technical teams and vendors to maintain service quality, stability, availability, and performance.

The ideal candidate will combine strong ITSM knowledge, operational leadership, stakeholder management, service governance, and a continuous-improvement mindset.

Join DXC Technology and play a key role in delivering reliable, high-quality technology services in the UAE.