Service Delivery Manager

Le Chene; Abu Dhabi; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading AI and IT company is seeking a professional in Abu Dhabi to govern end-to-end IT service delivery. The role involves ensuring SLA and OLA adherence, managing incident and change processes, and driving continual service improvements. Candidates should possess strong skills in stakeholder and vendor management, reporting, and communication, along with certifications like ITIL 4 Managing Professional. This is a full-time position within a government entity, requiring 7–9 years of related experience.

Responsibilities

• Govern overall service delivery performance, SLAs, and OLAs.
• Act as primary liaison between business, vendors, and IT operations.
• Develop and maintain SLAs and service performance reports.
• Lead service review meetings with senior stakeholders.
• Ensure incident, problem, and change processes are followed.
• Manage service budgets and resource allocation.
• Drive continual service improvement initiatives.
• Ensure service continuity, risk mitigation, and resilience.

Skills

ITIL 4 Managing Professional (MP)

Strong knowledge of COBIT

Strong knowledge of ISO 20000

Stakeholder management

Vendor management

Contract management

Reporting & analytics (Power BI)

Reporting & analytics (Excel)

Reporting & analytics (ServiceNow dashboards)

Strong leadership skills

Strong communication skills

Job description

• Location : Abu Dhabi, UAE
• Employment : Full Time
• Industry : AI and IT Company
• Sector : Government Entity
• Contract : 1 year – extendable
• Experience : 7–9 Years

Role Overview

Responsible for governing end-to-end IT service delivery, ensuring SLA / OLA adherence, stakeholder alignment, and continual service improvement across enterprise environments.

Key Responsibilities

• Govern overall service delivery performance, SLAs, and OLAs
• Act as primary liaison between business, vendors, and IT operations
• Develop and maintain SLAs and service performance reports
• Lead service review meetings with senior stakeholders
• Ensure incident, problem, and change processes are followed
• Manage service budgets and resource allocation
• Drive continual service improvement initiatives
• Ensure service continuity, risk mitigation, and resilience

Required Skills & Certifications

• ITIL 4 Managing Professional (MP)
• Strong knowledge of COBIT and ISO 20000
• Stakeholder, vendor, and contract management
• Reporting & analytics (Power BI, Excel, ServiceNow dashboards)
• Strong leadership and communication skills