Service Delivery Manager & Technical Account Lead

DeepSource Technologies; Dubai; On-site; USD 90,000 - 130,000; Full time

Job summary

A leading technology company seeks an IT Service Delivery Manager to own and manage service contracts, ensuring operational excellence in highly regulated environments. The role involves overseeing performance metrics, change management, and acting as the primary liaison for technical issues. The ideal candidate will bring over 10 years of experience in service delivery and hold an ITIL v4 certification, facilitating executive communications regarding technical aspects.

Qualifications

• 10+ years of IT service delivery management experience, preferably in regulated industries.
• Working knowledge of Kubernetes concepts.
• Experience in environments governed by strict compliance standards.

Responsibilities

• Own and manage the managed services contract, including KPIs and SLAs.
• Oversee change management processes, including CAB approvals.
• Lead the CSI backlog and improvement roadmap.

Skills

Service Delivery Management

Client Liaison

Change Management

Leadership

Education

ITIL v4 Managing Professional certification

Job description

Act as the single point of accountability for service delivery performance, client escalation, and continual service improvement (CSI) — ensuring operational excellence and alignment with strategic business outcomes.

Key Responsibilities

• Own and manage the managed services contract , including KPIs , SLAs , and penalty frameworks; deliver detailed monthly service review reports .
• Oversee change management processes , including CAB approvals and root cause analysis (RCA) sign-offs for incidents.
• Manage resource staffing plans , maintain skill matrices , and ensure compliance with HSE and IS governance standards.
• Lead the CSI backlog and improvement roadmap , ensuring measurable progress against business objectives .
• Act as the primary technical liaison, translating complex issues (e.g., related to Kubernetes environments) for non-technical stakeholders.

Requirements

• 10+ years of IT service delivery management experience, preferably in regulated industries (e.g., oil & gas, government, finance).
• ITIL v4 Managing Professional (MP) certification or higher.
• Working knowledge of Kubernetes concepts and ability to facilitate executive-level communication on technical matters.
• Preferred Attributes
• Strong leadership in client-facing roles with a focus on service excellence.
• Experience in environments governed by strict compliance standards and mission-critical infrastructure .
• Familiarity with related operational frameworks is a plus.