Strategic IT Service Delivery Leader — Incidents & SLAs

Solutions21 FZCO; Abu Dhabi; Presencial; AED 280 000 - 450 000; Tempo integral

Resumo da oferta

Solutions21 FZCO is seeking a Senior IT Service Delivery Manager to lead day-to-day managed IT services delivery. You will coordinate internal teams, delivery partners and technology vendors to ensure reliable operations and high customer satisfaction.

The role acts as the primary operational contact for customers, translating priorities into delivery plans, managing incidents and changes, and leading governance across service delivery. Onsite presence in the UAE is required.

Qualificações

• Proven experience managing multi-tower IT managed services for enterprise customers.
• Experience coordinating internal teams, delivery partners and third-party vendors.
• Strong knowledge of ITIL, SLAs, service reporting and change control.
• Experience with enterprise applications, cloud environments and integration platforms is mandatory.
• Experience managing onsite and remote delivery teams is mandatory.

Responsabilidades

• Coordinate services across applications, integrations, infrastructure, cloud, cybersecurity and service desk operations.
• Provide delivery leadership and technical coordination for application and integration support teams.
• Translate customer priorities into clear delivery plans, responsibilities and actions.
• Ensure appropriate support coverage, specialist availability and continuity arrangements.
• Manage service performance against agreed scope, service levels and operating procedures.
• Coordinate delivery partners, incidents, risks, capacity and corrective actions within a unified service model.
• Resolve cross-team dependencies and maintain clear ownership of service issues.
• Drive vendor escalations through to service restoration or an agreed workaround.
• Lead ITIL-aligned incident, problem, change, release, request, configuration and knowledge-management processes.

Conhecimentos

ITIL principles

Stakeholder management

Incident & Change management

Vendor coordination

Formação académica

Bachelor's degree in IT/CS/Eng

ITIL 4 Foundation certification

Descrição da oferta de emprego

Solutions21 FZCO is seeking a Senior IT Service Delivery Manager to lead day-to-day managed IT services delivery. You will coordinate internal teams, delivery partners and technology vendors to ensure reliable operations and high customer satisfaction.

The role acts as the primary operational contact for customers, translating priorities into delivery plans, managing incidents and changes, and leading governance across service delivery. Onsite presence in the UAE is required.