Service Delivery Manager

Ghobash Group; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

A technology services provider in Dubai is seeking an experienced IT Service Delivery Manager to oversee IT service delivery and ensure compliance with SLAs and ITIL standards. The ideal candidate has 8-10 years of experience in IT operations with strong leadership and stakeholder management skills. This full-time role requires managing cross-functional teams and maintaining client relationships for effective service governance.

Qualifications

• 8-10 years of experience in IT operations or service delivery.
• 3-5 years in a managerial role.
• Experience managing large-scale service contracts.

Responsibilities

• Oversee end-to-end IT service delivery ensuring SLA compliance.
• Lead on-site and offshore support teams.
• Manage incident, problem, and change management processes.

Skills

Leadership skills

Stakeholder management

ITIL processes

Analytical skills

Coordination skills

Education

Bachelor's degree in Information Technology

Master's Degree in IT Management or MBA

Tools

Dynatrace

ManageEngine

BMC Helix

Cisco

VMware

Job description

Responsible for managing end-to-end IT service delivery across multiple accounts ensuring SLA compliance operational excellence and customer satisfaction. Oversee daily operations team performance and service governance in line with ITIL standards. Coordinate with internal teams and vendors to deliver reliable managed services drive process improvements and maintain strong client relationships with key stakeholders such as EHS MOHAP and IACAD.

DUTIES & RESPONSIBILITIES

• Oversee end-to-end IT service delivery for clients ensuring adherence to SLAs KPIs and contractual obligations.
• Lead and manage on-site and offshore support teams including Service Desk NOC Network and Infrastructure resources.
• Conduct regular governance and review meetings with clients to present service performance improvement plans and incident trends.
• Manage the incident problem and change management processes in compliance with ITIL standards.
• Monitor and ensure high service availability quick issue resolution and effective escalation management.
• Collaborate with internal departments (HR Finance Procurement and Logistics) to ensure smooth resource and operational management.
• Drive continuous service improvement initiatives including automation proactive monitoring and process optimization.
• Prepare and present monthly performance and SLA reports highlighting service metrics CSAT and action plans.
• Manage resource planning hiring replacements and performance reviews in coordination with HR and project leads.
• Ensure cost efficiency and margin control while maintaining high-quality service delivery.
• Oversee vendor coordination for renewals upgrades and issue resolutions (e.g. Cisco Dynatrace ManageEngine VMware etc.).
• Maintain strong client relationships with IT Directors and senior stakeholders acting as a single point of contact (SPOC) for all service-related matters.
• Ensure compliance with organizational policies governance frameworks and audit requirements.

Qualifications

Education

• Bachelors degree in Information Technology Computer Science or related field
• Masters Degree in IT Management Business Administration (MBA) or related field is Desired.

Experience

• Minimum 810 years of experience in IT operations or service delivery including 35 years in a managerial role
• Experience managing large-scale managed service contracts for government or healthcare sectors (Desired)

Skills & Abilities

• Strong leadership communication and stakeholder management skills
• In-depth understanding of ITIL processes (Incident Problem Change Asset and Service Request Management)
• Proven ability to manage cross-functional teams and ensure SLA compliance
• Excellent reporting analytical and coordination skills

Desired

• ITIL v4 Certified
• PMP or equivalent project management certification
• Experience in automation monitoring tools (e.g. Dynatrace ManageEngine BMC Helix)
• Strong financial and contractual management capabilities

Additional Information

Compliance with policies and procedures based on the ISO standards adopted by CNS.

Remote Work

No

Employment Type

Full-time