Service Delivery Manager | Dubai, UAE

kbctechnologies; United Arab Emirates; On-site; AED 300,000 - 520,000; Full time

Job summary

kbctechnologies in Dubai, UAE seeks a Senior Service Delivery Manager for onsite operations. You will lead day-to-day managed-services delivery, ensuring SLA compliance and coordinating multidisciplinary teams across infrastructure, backup, database, and security.

The role emphasizes governance, incident management, and continuous service improvement. Ideal candidates have 10+ years in IT service management, strong stakeholder and vendor management skills, and ITIL certifications.

Qualifications

• 10+ years of professional IT experience.
• Strong ITIL service-management knowledge.
• Experience managing enterprise infrastructure managed-services contracts.
• Knowledge of incident, problem, change, configuration, capacity, and availability management.
• Excellent reporting and stakeholder communication skills.
• Ability to lead multidisciplinary technical teams.

Responsibilities

• Act as the primary point of contact for day-to-day managed-services operations.
• Oversee service delivery across infrastructure, backup, database, network security, monitoring, and disaster recovery.
• Ensure SLAs, KPIs, procedures and contracts are met.
• Lead service-review meetings daily, weekly, monthly, quarterly.
• Coordinate major incidents and escalation processes.
• Drive continuous improvement and automation initiatives.
• Prepare and present service performance reports.
• Maintain documentation and runbooks.

Skills

ITIL service-management

Stakeholder management

Vendor management

Service governance

Incident & problem management

Team leadership

Communication skills

On-site operations

Education

Bachelor’s degree in IT/CS/Engineering

Tools

Nutanix

Linux

Windows

Backup tooling

Database

Network security

Disaster recovery

Job description

Location: Dubai, UAE

Job Category:

• Information Technology (IT) & Software
• Operations & Supply Chain
• Business Development
• Customer Service & Support
• Administration & Office Support

Job Overview

A leading organization is hiring an experienced Service Delivery Manager for an onsite position in Dubai, UAE. The role will serve as the primary point of contact for managed infrastructure services and will be responsible for operational governance, SLA compliance, service performance, customer communication, resource coordination, and continuous service improvement.

The Service Delivery Manager will oversee service delivery across infrastructure, backup, database, network security, monitoring, and disaster recovery functions. The position requires strong stakeholder and vendor management capabilities, along with the ability to coordinate multidisciplinary technical teams and manage major incidents, service risks, operational dependencies, and escalation processes.

This opportunity is suited to senior IT service-management professionals seeking continued career growth in enterprise managed services. Professional development may include ITIL certification, project-management qualifications, service governance, automation, knowledge management, and continuous‑improvement initiatives.

Key Responsibilities

• Act as the primary point of contact for day-to-day managed-services operations.
• Manage service delivery across infrastructure, backup, database, network security, monitoring, and disaster recovery functions.
• Ensure services comply with agreed SLAs, KPIs, operating procedures, and contractual requirements.
• Lead daily, weekly, monthly, and quarterly service‑review meetings.
• Review incident, problem, change, capacity, availability, and performance reports.
• Coordinate major‑incident resolution and act as the first management escalation point.
• Ensure root‑cause analyses and corrective‑action plans are completed for recurring and high‑impact incidents.
• Manage service risks, dependencies, issues, and improvement initiatives.
• Coordinate activities with FTA teams, OEM vendors, third‑party service providers, and the existing MSP.
• Ensure operational documentation, escalation matrices, runbooks, and governance records remain current.
• Monitor team performance, resource availability, shift coverage, and on‑call readiness.
• Support SLA baselining during transition and operational handover.
• Drive shift‑left initiatives, automation, knowledge transfer, and continuous improvement.
• Prepare and present SLA, KPI, capacity, availability, incident, and service‑improvement reports.
• Maintain customer satisfaction and ensure timely resolution of service concerns.

Requirements & Qualifications

• 10+ years of professional experience.
• Strong understanding of ITIL service‑management practices.
• Experience managing enterprise infrastructure managed‑services contracts.
• Knowledge of incident, problem, change, configuration, capacity, and availability management.
• Strong stakeholder, vendor, and escalation management skills.
• Excellent reporting, presentation, negotiation, and communication skills.
• Ability to manage multidisciplinary technical teams.
• Understanding of Nutanix, Linux, Windows, backup, database, network, security, and disaster‑recovery operations.
• Ability to work onsite with on‑call escalation support.

Preferred Qualifications

• Bachelor’s degree in IT, Computer Science, Engineering, or a related discipline.
• ITIL Foundation or ITIL Managing Professional certification.
• PMP, PRINCE2, or equivalent project‑management certification.
• Experience working with government or regulated organizations in the UAE.

Salary, Benefits & Career Growth

Salary and specific employment benefits have not been provided in the original job announcement.

This role offers opportunities for career growth in enterprise IT service management, managed infrastructure operations, operational governance, and service improvement. Professional development may include ITIL and project‑management certifications, leadership development, service automation, vendor management, and enterprise service‑governance experience.

Work Model: Onsite, 8×5 with on‑call escalation support