Service Delivery Manager - End User Support

Antal International LLC-FZ; Abu Dhabi; On-site; AED 150,000 - 200,000; Full time

Job summary

Antal International LLC-FZ is looking for an experienced Service Delivery Manager in Abu Dhabi to lead and optimize IT service delivery. The ideal candidate should have 10-15 years in IT, focusing on end-user support and a proven track record in managing Service Desk operations. Expect a focus on continuous improvement initiatives and strong stakeholder management skills.

This role promotes a diverse workplace and welcomes all qualified candidates, particularly encouraging women to apply.

Qualifications

• 10–15 years of IT experience, mainly in end-user support and service delivery.
• Proven track record managing Service Desk operations.
• Solid project management background with timely delivery.

Responsibilities

• Manage day-to-day End User Support operations.
• Define and manage SLAs and KPIs for IT services.
• Drive continuous improvement in service performance.

Skills

End User Support

Service Delivery Management

Project Management

ITIL

Stakeholder Management

Education

ITIL Certification (v3/v4 preferred)

Job description

Job Summary

For our customer, one of the largest digital transformation companies in the region, we are seeking an experienced and dynamic Service Delivery Manager (SDM) with a strong background in End User Support to lead and optimise IT service delivery across our organisation. This role is ideal for someone who began their career in a technical role and successfully transitioned into service delivery management, bringing deep expertise in technology, user experience, and operational excellence. The successful candidate will manage the Service Desk, End User Support Services, and Identity Access Management (IAM) ensuring high levels of customer satisfaction and alignment with business objectives.

Key Responsibilities

• Lead and manage day‑to‑day End User Support operations including Service Desk, desktop support, and IAM services.
• Define and manage SLAs, OLAs and KPIs for IT services to ensure consistent high‑quality service delivery.
• Act as the primary point of contact for all service‑related escalations and for communication with key stakeholders.
• Drive continuous improvement initiatives to enhance service performance, user satisfaction and operational efficiency.
• Collaborate with cross‑functional teams and vendors to align IT services with business needs and strategic objectives.
• Implement ITIL‑based service management best practices and ensure compliance with internal and external standards.
• Develop and deliver service reporting dashboards and conduct regular reviews with business and IT leadership.
• Manage service improvement projects and transformation initiatives to deliver measurable business outcomes.
• Provide leadership for a geographically distributed team, fostering a customer‑centric, accountable culture.
• Support budgeting, resource planning and vendor management within the scope of end‑user support services.

Qualifications

• 10–15 years overall IT experience, with a significant portion in end‑user support and service delivery management.
• Proven track record of managing Service Desk operations, IAM, and desktop and end‑user support teams.
• Experience leading transformation programmes, tool migrations, or process optimisations with tangible outcomes.
• Solid background in project management, with the ability to deliver initiatives on time and within scope.
• Recognised for achievements, awards or industry recognition in service delivery or customer experience.
• Excellent communication, stakeholder management and leadership skills.
• Background in hands‑on technical roles (e.g., desktop support, systems administration) before moving into SDM roles.
• Strong understanding of ITIL, with certifications such as ITIL v3/v4 preferred.

Diversity & Inclusion

We are committed to fostering a diverse and inclusive workplace and welcome applications from all qualified candidates. As part of our commitment to improving gender diversity, we particularly encourage women to apply. All applications will be assessed on merit, based on skills, experience and suitability for the role.