Service Delivery Manager

BlackStone eIT; Dubai; On-site; AED 420,000 - 660,000; Full time

Job summary

Blackstone eIT in Dubai seeks an experienced IT Service Delivery Manager to lead end-to-end management of enterprise IT services in line with contractual SLAs and KPIs.

You will monitor performance, incidents, and customer satisfaction; manage ITIL-based incident, problem, and change processes; coordinate with cross-functional teams and vendors; and deliver regular service performance reports and reviews to stakeholders.

Qualifications

• Bachelor's degree in CS/IT or related field.
• ITIL Foundation certification.
• PMP or equivalent project management certification.
• Additional service management certifications are an advantage.

Responsibilities

• Deliver IT managed services per SLAs and KPIs.
• Monitor performance, availability, incidents, and customer satisfaction.
• Lead ITIL-aligned incident, problem, and change management.
• Coordinate with vendors to ensure timely service delivery.
• Prepare monthly/quarterly performance reports and SLA dashboards.
• Conduct service reviews with stakeholders.
• Manage risks and drive continuous service improvement.
• Coordinate change approvals for upgrades and patches.
• Maintain service documentation and standards compliance.
• 10+ years of IT service delivery management experience.

Skills

IT service delivery

ITIL processes

RCA

Stakeholder management

Communication

Problem solving

Vendor coordination

Education

Bachelor's degree in Computer Science or Information Technology

Tools

ServiceNow

Jira Service Management

BMC Remedy

Job description

Key Responsibilities

• Manage end-to-end delivery of IT managed services in accordance with contractual SLAs and KPIs.
• Monitor service performance, availability, incident resolution, and customer satisfaction.
• Manage incident, problem, and change management processes in an ITIL-aligned environment.
• Handle escalations, root cause analysis (RCA), and corrective action plans.
• Prepare monthly and quarterly service performance reports and SLA dashboards.
• Conduct regular service review meetings with stakeholders.
• Coordinate with technical teams and third-party vendors to ensure timely service delivery.
• Manage risks, service issues, and continuous service improvement initiatives.
• Coordinate change control approvals for system upgrades, patches, and service changes.
• Maintain accurate service documentation and ensure compliance with agreed standards.
• 10+ years of experience in IT service delivery management.
• Strong experience managing enterprise IT services against contractual SLAs and KPIs.
• Solid knowledge of ITIL-based incident, problem, and change management.
• Proven experience in escalation management, RCA, and service performance reporting.
• Experience coordinating cross-functional technical teams and external vendors.
• Strong stakeholder management, communication, and problem-solving skills.
• Experience with ServiceNow, Jira Service Management, BMC Remedy, or similar tools.
• Strong risk management and continuous service improvement capabilities.
• Excellent English communication skills.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• ITIL Foundation certification.
• PMP or equivalent project management certification.
• Additional service management certifications are an advantage.