Help Desk Analyst à Émirats arabes unis

The Senior Service Delivery Manager (SDM) is responsible for ensuring high-quality IT managed services delivery to clients while maintaining SLAs, improving operational efficiency, and driving customer satisfaction. This role involves managing a team of service professionals, optimizing IT service operations, and fostering strong client relationships to ensure the smooth execution of IT managed services including cloud, network security, and application support.

• Oversee end-to-end IT managed services delivery ensuring compliance with SLAs and KPIs.
• Lead service teams in managing incidents, requests, problem resolution, and change management.
• Continuously optimize IT operations by implementing ITIL best practices and automation.
• Maintain high availability of critical IT infrastructure, applications, and cloud environments.
• Ensure proactive monitoring, reporting, and service reviews to minimize downtime.

• Act as the primary point of contact for clients ensuring expectations are met or exceeded.
• Conduct regular client meetings, QBRs (Quarterly Business Reviews), and service improvement discussions.
• Address escalations, resolve service-related issues, and manage crisis situations effectively.
• Work closely with internal teams (network security, cloud, DevOps) to deliver seamless service.

• Implement and enforce ITIL best practices for service delivery, incident, problem, and change management.
• Develop and maintain service catalogs, SLAs, and operational procedures.
• Drive service improvement initiatives using ITSM platforms like ServiceNow, BMC Remedy, or Manage Engine.

• Manage service budgets, cost optimization, and resource allocation.
• Drive service revenue growth and profitability by identifying upsell opportunities.
• Track key performance indicators (KPIs) and service efficiency metrics.

• Lead and mentor a team of service desk engineers, technical support staff, and service managers.
• Conduct performance reviews, training programs, and succession planning.
• Manage third‑party vendors and service providers to ensure contractual adherence.

• Ensure IT services comply with industry regulations (ISO 27001, GDPR, NIST).
• Enforce security best practices, incident response, and data protection policies.
• Mitigate risks by conducting regular service audits and assessments.

• Bachelor's in Computer Science or a related field.
• ITIL v4, PMP, or PRINCE2 certified.
• 8 years in IT service delivery with 5 years in a managerial role.
• Experience with ITSM platforms (ServiceNow, BMC Remedy, Freshservice).
• Proficiency with cloud platforms (AWS, Azure, GCP).
• Knowledge of networking, cybersecurity, and IT infrastructure.
• Experience with DevOps and automation tools (Ansible, Terraform, Kubernetes).

• Master’s degree in IT.
• 10 years in IT service delivery with 5 years in a managerial role.

No

Full‑time