IT Service Delivery Lead — NOC/SOC & MSP Operations

Talent Arabia; Oman; On-site; OMR 18,000 - 30,000; Full time

Job summary

Talent Arabia in Muscat, Oman seeks an experienced Service Delivery Manager to oversee IT service delivery operations. You will coordinate technical teams and external vendors, monitor performance against SLAs and KPIs, and manage incident, problem, and change processes to ensure timely resolutions.

The role emphasizes ITIL practices, stakeholder management, and continuous service improvement within MSP environments, offering long-term career growth in IT operations and service delivery.

Qualifications

• Bachelor’s degree in information technology or related field.
• Minimum 5 years in IT operations or service management.
• Strong understanding of NOC, SOC, and helpdesk environments.
• Knowledge of ITIL frameworks and service management practices.
• Experience with SLA and KPI monitoring.
• Understanding of incident, problem, and change management.
• Strong communication, coordination, and stakeholder-management skills.
• Ability to manage technical escalations effectively.
• Familiarity with MSP environments is required.
• Eligibility: Omani nationals only.

Responsibilities

• Manage day-to-day IT service delivery operations.
• Coordinate technical teams and external vendors.
• Monitor IT service performance against agreed SLAs and KPIs.
• Manage incident, problem, and change management processes.
• Handle technical escalations and coordinate timely resolutions.
• Monitor NOC, SOC, and helpdesk service operations.
• Prepare and present service performance reports.
• Identify opportunities to improve IT service quality and operational efficiency.
• Maintain effective communication with stakeholders and service providers.
• Support continuous service improvement initiatives.

Skills

IT operations

Service management

ITIL practices

Stakeholder management

Incident management

Problem management

Change management

Vendor coordination

MSP environment experience

Education

Bachelor’s degree in Information Technology, Computer Science, or a related field

Job description

Talent Arabia in Muscat, Oman seeks an experienced Service Delivery Manager to oversee IT service delivery operations. You will coordinate technical teams and external vendors, monitor performance against SLAs and KPIs, and manage incident, problem, and change processes to ensure timely resolutions.

The role emphasizes ITIL practices, stakeholder management, and continuous service improvement within MSP environments, offering long-term career growth in IT operations and service delivery.