Service Delivery Manager

Ghobash Group; Dubai; On-site; AED 320,000 - 520,000; Full time

Job summary

Ghobash Group is seeking an experienced IT Service Delivery Manager to oversee end-to-end service delivery across multiple accounts in the UAE. You will ensure SLA compliance, drive improvements, and maintain strong client relationships with senior stakeholders.

The role requires leading on-site and offshore teams, governance, and incident management in line with ITIL standards. The ideal candidate brings 8–10 years in IT operations or service delivery, with experience in large managed services

Qualifications

• Bachelor's degree in Information Technology or Computer Science.
• Master's degree in IT Management or MBA is desirable.
• Minimum 8–10 years of experience in IT operations or service delivery.
• Experience managing large-scale managed service contracts for government or healthcare sectors (Desired).

Responsibilities

• Oversee end-to-end IT service delivery for clients, ensuring adherance to SLAs and contractual obligations.
• Lead on-site and offshore support teams including Service Desk, NOC, Network and Infrastructure resources.
• Conduct governance meetings with clients to present performance and incident trends.
• Manage incident, problem and change management processes per ITIL standards.
• Monitor service availability and escalation management to ensure customer satisfaction.
• Collaborate with HR, Finance, Procurement and Logistics for resource planning and operations.
• Drive continuous service improvement, automation and monitoring initiatives.
• Prepare monthly performance and SLA reports with CSAT and actions.

Skills

Leadership

Stakeholder management

ITIL processes

SLA compliance

Cross-functional teams

Reporting and analytics

Vendor coordination

Governance

Education

Bachelor's degree in Information Technology or Computer Science

Master's degree in IT Management or MBA (Desired)

Tools

Dynatrace

ManageEngine

Cisco

VMware

BMC Helix

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