Service Delivery Manager Abu Dhabi

Confidential; Abu Dhabi; On-site; AED 240,000 - 360,000; Full time

Job summary

Confidential is seeking an experienced IT service delivery leader to manage daily IT services across multi-vendor environments. You will coordinate with servers, applications, security networks, cloud, and helpdesk teams to ensure high-quality service delivery and strong stakeholder communication.

The role emphasizes monitoring SLA/KPI performance, handling incidents and changes, and guiding major incidents and escalations while maintaining close collaboration with business users and vendors.

Qualifications

• Bachelor's degree in IT or a related field.
• 8–12 years in IT service delivery or operations leadership.
• Strong understanding of IT operations and service delivery.
• Experience managing Helpdesk, ITIL, SLA, KPI, incidents, problems, and changes.
• ITIL v3/v4 Managing Professional required; PMP/PRINCE2 beneficial.

Responsibilities

• Manage day-to-day delivery of IT services.
• Coordinate with teams responsible for servers, applications, security networks, cloud, helpdesk, and IT support.
• Monitor SLA and KPI performance and ensure targets are achieved.
• Act as main contact for business users regarding service issues.
• Coordinate incidents, problems, and service requests and follow up.

Skills

IT service delivery

Leadership

Stakeholder communication

Multi-vendor ecosystems

Retail POS/payments domain knowledge

Education

Bachelor's degree in IT/Computer-related field

Tools

ITIL

SLA/KPI management

Incident/problem/change management

Job description

Key Responsibilities

• Manage day-to-day delivery of IT services.
• Coordinate with teams responsible for servers, Applications, Security networks, cloud, helpdesk, and IT support.
• Monitor SLA and KPI performance and ensure service targets are achieved.
• Act as the main contact for business users regarding service issues.
• Coordinate and follow up on incidents, problems, and service requests.
• Support the management of major incidents and escalations.
• Coordinate changes and ensure they are properly planned and implemented.
• Work with external vendors and monitor their service performance.
• Prepare regular service reports and performance updates for management.
• Identify areas for improving service quality, performance, and efficiency.
• Ensure IT services follow established ITIL and service management processes.
• Support projects and ensure new services are properly handed over to the operations team.
• Maintain good communication with technical teams, management, vendors, and business stakeholders.
• Proven experience delivering services across retail POS/payments and corporate IT in multi-vendor ecosystems

Requirements

• Bachelor's degree in IT, Computer related field.
• 8 – 12 years in IT service delivery/operations leadership.
• Good understanding of IT operations.
• Experience managing Helpdesk, ITIL, SLA, KPI, incidents, problems, and changes.
• ITILv3/ITIL4 Managing Professional required; PMP/PRINCE2 beneficial.