Service Delivery Manager - MSS

CyberGate; Abu Dhabi; Hybrid; AED 200,000 - 300,000; Full time

Job summary

A cybersecurity solutions company in Abu Dhabi is seeking an experienced Service Delivery Manager. The ideal candidate will have over 8 years of service delivery experience, focusing on managing client relations and overseeing service operations. This role offers a blend of office-based and remote work with a strong emphasis on leadership and problem-solving. Competitive compensation will be provided for the right candidate.

Qualifications

• 8+ years in service delivery, operations, or client-facing roles.
• Proven experience in leading high-performance teams.
• Strong analytical and problem-solving skills.

Responsibilities

• Oversee delivery of services to clients, ensuring SLAs are met.
• Manage the service lifecycle from design to implementation.
• Build and maintain long-term relationships with key clients.

Skills

Client Management

Leadership

Problem Solving

Process Management

Communication

Education

Bachelor's degree in Business, IT, Engineering or related field

Tools

Service management tools

Job description

Abu Dhabi, United Arab Emirates | Posted on 08 / 19 / 2025

Overview

CyberGate Defense, an IHC company, is a leading force in cybersecurity innovation, dedicated to enhancing the digital resilience of organizations across the region. Established with the mission to fortify the region’s cybersecurity landscape, CyberGate harnesses extensive expertise to tackle complex information security and operational challenges. Our commitment to driving progress is reflected in our broad range of cybersecurity services and solutions. By leveraging cutting-edge, disruptive technologies, we deliver transformative, human-centric security solutions that safeguard organizations and empower them to navigate a secure and dynamic digital future. With a wealth of in-house knowledge, CyberGate Defense is well-equipped to address the most intricate cybersecurity issues. We strive to make digital transformation secure, accessible, and beneficial, ensuring that organizations throughout the region thrive in an increasingly interconnected digital world.

Job Description

We are seeking an experienced and dynamic Service Delivery Manager with over 8 years of experience in leading and managing the end-to-end delivery of services to clients. This role requires a strategic thinker with a proven track record of managing customer relationships, overseeing service operations, and driving continuous improvement in service delivery processes. The ideal candidate will have excellent leadership, communication, and problem-solving skills, as well as the ability to manage complex service delivery environments and teams.

Responsibilities

• Oversee the delivery of services to clients, ensuring the delivery meets agreed Service Level Agreements (SLAs) and customer expectations.
• Manage the entire service lifecycle, from service design to implementation, ensuring alignment with customer needs and business goals.
• Ensure that service delivery is aligned with the company’s operational capabilities and strategic objectives.
• Build and maintain strong, long-term relationships with key clients and stakeholders, acting as the primary point of contact for escalations and service-related issues.
• Regularly engage with clients to understand their business needs, challenges, and opportunities, offering proactive solutions.
• Lead customer reviews, service improvement plans, and satisfaction surveys to ensure client needs are met and continuously improve service delivery.
• Lead, mentor, and develop cross-functional teams responsible for service delivery, ensuring high levels of performance and accountability.
• Foster a culture of collaboration and continuous improvement within the team, promoting best practices and knowledge sharing.
• Provide training and coaching to team members to enhance their skills and capabilities.
• Track, analyze, and report on service delivery performance metrics, identifying areas for improvement and implementing corrective actions as needed.
• Use key performance indicators (KPIs) and other metrics to measure service success, operational efficiency, and customer satisfaction.
• Prepare regular service reports for senior management, including progress on service delivery, incidents, and improvement initiatives.
• Identify and implement continuous improvement initiatives within service delivery operations, optimizing workflows and increasing operational efficiency.
• Work closely with internal teams (e.g., operations, IT, support, and development) to streamline processes and improve service delivery standards.
• Manage and lead problem-solving initiatives for escalated service issues, ensuring root cause analysis and resolution.
• Develop and manage service delivery budgets, ensuring the appropriate allocation of resources to meet customer and business needs.
• Monitor service delivery costs and identify opportunities for cost optimization without compromising quality.
• Ensure effective resource planning and capacity management to meet the demand for services.
• Identify potential service delivery risks and implement risk mitigation strategies to minimize service disruptions.
• Manage and resolve complex service delivery issues, coordinating with internal teams and customers as necessary.
• Ensure that all service delivery activities comply with legal, regulatory, and industry standards.
• Contribute to the development of the service delivery strategy, helping to shape the future direction of service offerings.
• Stay updated on industry trends and innovations, recommending new service delivery solutions or tools that can enhance customer satisfaction.

Key Skills and Qualifications

• Experience: 8+ years in service delivery, operations, or related roles with a strong focus on managing client-facing services.
• Leadership: Proven experience in leading and managing high-performance teams.
• Client Management: Strong ability to build and maintain long-term client relationships with a focus on customer satisfaction.
• Communication: Excellent communication and interpersonal skills, with the ability to effectively engage with clients, stakeholders, and internal teams.
• Problem Solving: Strong analytical and problem-solving skills, with the ability to address complex service delivery challenges.
• Process Management: Deep understanding of service delivery processes, methodologies (ITIL, Agile, etc.), and service improvement frameworks.
• Technical Proficiency: Familiarity with service management tools, reporting software, and industry-specific technologies.
• Education: A bachelor’s degree in Business, IT, Engineering, or a related field (or equivalent work experience). Relevant certifications (e.g., ITIL, PMP) are a plus.
• Ability to work under pressure and manage multiple tasks simultaneously.
• A customer-first mindset with a focus on driving business results and improving service outcomes.
• Experience in managing large-scale service delivery projects and complex client engagements.

Work Environment

This role will require a mix of office-based and remote work depending on the organization’s structure, with occasional travel for client meetings or onsite support as required.