IT Service Delivery Lead — SLA & Incident Management

Confidential Jobs; Muscat; On-site; OMR 18,000 - 30,000; Full time

Job summary

Confidential Jobs in Oman is seeking an IT Service Delivery Manager to oversee day-to-day IT services, coordinating with servers, applications, security networks, cloud, helpdesk and IT support teams. You will act as the main contact for business users on service issues and drive improvements.

The role requires a Bachelor's in IT, 5+ years of IT experience, and strong ITIL/ITSM knowledge. You will monitor SLA/KPI, manage incidents and changes, and collaborate with vendors to ensure reliable

Qualifications

• Bachelor's degree in IT or a computer-related field.
• 5+ years of IT experience.
• Good understanding of IT operations.
• Experience managing NOC, SOC, Helpdesk, ITIL, SLA, KPI, incidents, problems, and changes.

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.
• Familiar with NOC, SOC, MSP

Skills

IT operations

NOC

SOC

ITIL

SLA

KPI

Incidents & changes

Education

Bachelor's degree in IT, Computer related field

Job description

Confidential Jobs in Oman is seeking an IT Service Delivery Manager to oversee day-to-day IT services, coordinating with servers, applications, security networks, cloud, helpdesk and IT support teams. You will act as the main contact for business users on service issues and drive improvements.

The role requires a Bachelor's in IT, 5+ years of IT experience, and strong ITIL/ITSM knowledge. You will monitor SLA/KPI, manage incidents and changes, and collaborate with vendors to ensure reliable