Service Delivery Manager

Tanqeeb; Dubai; On-site; AED 300,000 - 540,000; Full time

Job summary

Tanqeeb is seeking an experienced Service Delivery Manager in Dubai to oversee end-to-end service delivery, uphold SLAs, and drive continuous improvement across IT operations. You will manage incidents, changes, and escalation paths while building strong client relationships with cross-functional teams.

The role emphasizes leadership, KPI monitoring, and governance, with opportunities for career growth in a dynamic, international environment in Dubai.

Qualifications

• Bachelor’s degree in IT, Computer Science, Business Administration, or a related field preferred.
• 5+ years of experience in service delivery, IT operations, customer success, or technology management.
• Strong understanding of ITSM, SLA management, incident/problem/change management, and service governance.
• Knowledge of ITIL frameworks and service-management best practices.
• Experience with ITSM platforms such as Service Now, Jira Service Management, or similar tools.
• Strong analytical, reporting, problem-solving, and decision-making abilities.
• Excellent communication, stakeholder-management, negotiation, and leadership skills.
• UAE/GCC experience is an advantage.
• ITIL, PMP, PRINCE2, or relevant professional certifications are an advantage.

Responsibilities

• Manage end-to-end service delivery and ensure services consistently meet agreed objectives and SLAs.
• Monitor KPIs, SLAs, service quality, availability, response times, and customer satisfaction.
• Build strong relationships with clients, business stakeholders, vendors, and internal teams.
• Oversee incident, problem, request, and escalation management to ensure timely resolution.
• Coordinate change and service-improvement initiatives while minimizing operational disruption.
• Prepare service reports, performance dashboards, reviews, and management updates.
• Identify service risks, recurring issues, and operational gaps, then implement corrective actions.
• Drive continuous improvement across processes, systems, workflows, and service performance.
• Lead, coach, and develop service delivery and operations teams.
• Work closely with technical, project, security, infrastructure, and business teams to deliver reliable services.

Skills

Leadership

Stakeholder management

ITIL knowledge

ITSM platforms

SLA management

Incident/Problem/Change management

Data analysis

Communication

UAE/GCC experience

Education

Bachelor's degree in IT/CS/Business Admin

5+ years relevant experience

Tools

ServiceNow

Jira Service Management

Job description

WE’RE HIRING: SERVICE DELIVERY MANAGER

Dubai, United Arab Emirates

IT Service Delivery | Operations | Customer Experience

Management Opportunity | Service Excellence | Career Growth

LEAD SERVICE EXCELLENCE. DRIVE PERFORMANCE. DELIVER RESULTS IN DUBAI!

We’re looking for an experienced Service Delivery Manager to oversee service operations, strengthen client relationships, and ensure consistent delivery against agreed performance standards. If you have strong leadership, stakeholder-management, and operational skills, this could be your next career opportunity!

ROLE RESPONSIBILITIES

• Manage end-to-end service delivery and ensure services consistently meet agreed objectives and SLAs.


• Monitor KPIs, SLAs, service quality, availability, response times, and customer satisfaction.


• Build strong relationships with clients, business stakeholders, vendors, and internal teams.


• Oversee incident, problem, request, and escalation management to ensure timely resolution.


• Coordinate change and service-improvement initiatives while minimizing operational disruption.


• Prepare service reports, performance dashboards, reviews, and management updates.


• Identify service risks, recurring issues, and operational gaps, then implement corrective actions.


• Drive continuous improvement across processes, systems, workflows, and service performance.


• Lead, coach, and develop service delivery and operations teams.


• Work closely with technical, project, security, infrastructure, and business teams to deliver reliable services.

QUALIFICATIONS

• Bachelor’s degree in IT, Computer Science, Business Administration, or a related field preferred.


• 5+ years of experience in service delivery, IT operations, customer success, or technology management.


• Strong understanding of ITSM, SLA management, incident/problem/change management, and service governance.


• Knowledge of ITIL frameworks and service-management best practices.


• Experience with ITSM platforms such as Service Now, Jira Service Management, or similar tools.


• Strong analytical, reporting, problem-solving, and decision-making abilities.


• Excellent communication, stakeholder-management, negotiation, and leadership skills.


• UAE/GCC experience is an advantage.


• ITIL, PMP, PRINCE2, or relevant professional certifications are an advantage.

WHY JOIN US

• Take a key leadership role in service operations within Dubai’s dynamic business environment.


• Drive measurable improvements in service quality, efficiency, and customer satisfaction.


• Work with modern technology, service-management platforms, and cross-functional teams.


• Collaborate with clients and professionals in a diverse international environment.


• Build strong leadership experience with opportunities for long-term career progression.