Service Delivery Manager

Raqmiyat; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

A UAE-based IT and digital transformation company is seeking a Service Management professional in Dubai. This role involves ensuring the effective delivery of services per service level agreements, managing client relationships, and requiring certifications like ITIL and PMP. The ideal candidate should possess strong skills in incident management, service improvement, and relationship-building, ensuring a proactive approach to client satisfaction and service excellence in a fast-paced environment.

Qualifications

• Experience in service management and delivery according to SLAs.
• Strong background in client relationship management and communication.
• Certifications in ITIL, PMP, Agile, or relevant technical domains.

Responsibilities

• Ensure timely service delivery according to SLAs and KPIs.
• Oversee incident, problem, change, and release management.
• Build and maintain client relationships and conduct service reviews.
• Serve as main client contact for escalations and communications.
• Build strong client relationships and gather business needs.
• Conduct regular service reviews and status meetings with clients.

Skills

Service Level Agreement (SLA) management

Incident management

Change management

Client relationship management

Proactive service improvement

Education

ITIL Foundation or higher Certifications

PMP / PRINCE2 / Agile Certification

Microsoft / AWS / Cisco Certifications

Tools

ITIL Foundation

PMP

Agile certification

Certificates from Microsoft

AWS certification

Cisco certification

Job description

Dubai, United Arab Emirates | Posted on 05/23/2025

Raqmiyat is a UAE-based IT and digital transformation company specializing in consulting, staffing, and enterprise technology solutions. We empower banking, government, and enterprise clients across the Middle East to achieve their digital objectives.

Job Description

Service Management & Delivery

• Ensure the timely and effective delivery of services according to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  
• Oversee day-to-day service operations, including incident, problem, change, and release management.
  
• Identify areas for service improvement and implement proactive measures.
  

Client Relationship Management

• Serve as the main point of contact for client escalations and service-related communications.
  
• Build and maintain strong relationships with clients, ensuring a clear understanding of their business needs and expectations.
  
• Conduct regular service reviews and status meetings with clients.
  

Preferred Certifications:

• ITIL Foundation or higher
  
• PMP, PRINCE2, or Agile certification (optional but advantageous)
  
• Relevant technical certifications depending on the service domain (e.g., Microsoft, AWS, Cisco)