Service Delivery Manager - UAE Abu Dhabi

Confidential; Abu Dhabi; On-site; AED 350,000 - 520,000; Full time

Job summary

Confidential in Abu Dhabi seeks an experienced IT Service Delivery Leader to oversee day-to-day IT services and coordinate across servers, applications, security, cloud, and helpdesk. You will ensure SLA/KPI targets are met, act as the main business contact for service issues, and manage incidents, changes and major incidents within a multi-vendor environment.

The role requires 8–12 years of IT service delivery/operations leadership, a strong IT operations background, and ITILv3/ITIL4 Managing

Qualifications

• 8–12 years of IT service delivery/operations leadership experience.
• Strong understanding of ITIL, SLA, KPI, incidents, problems and changes.
• PMP/PRINCE2 beneficial.

Responsibilities

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

Skills

IT service delivery

Operations leadership

ITIL/ITSM

Stakeholder communication

Education

Bachelor's degree in IT/Computer field

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.