IT Service Delivery Leader - Incident & Ops Excellence

Category; Oman; On-site; OMR 31,000 - 40,000; Full time

Job summary

Chanel seeks a Service Delivery Manager to steward IT production services for integration platforms, ensuring stability, availability, and performance. You will interface with architects, support teams, and external vendors to uphold SLAs and OLAs while driving operational excellence.

The role emphasizes incident/problem management, governance, and continuous improvement through ITIL practices, Lean IT, and automation, with strong collaboration across internal and external partners.

Qualifications

• 7+ years in IT service management, RUN operations (production, support, maintenance).
• Proficient in ITIL v4.
• Strong leadership with cross-functional/offshore teams experience.
• Capable of managing major incidents and RCA processes.
• Clear English communication (French a plus).

Responsibilities

• Oversee daily IT operations (monitoring, incidents, changes).
• Ensure SLA/OLA compliance for all production services.
• Track and report KPIs; manage governance and run perimeter.
• Coordinate maintenance activities with technical teams.
• Lead post-incident reviews and implement corrective actions.
• Drive continuous improvement (ITIL, Lean IT, automation).

Skills

ITIL v4

Leadership

Cross-functional teams

Incident management

English communication

Offshore teams management

Education

Bachelor's degree in Computer Science or IT Management

Tools

ServiceNow

Jira Service Management

Dynatrace

ELK stack

Docker

Kubernetes

CI/CD

Job description

Chanel seeks a Service Delivery Manager to steward IT production services for integration platforms, ensuring stability, availability, and performance. You will interface with architects, support teams, and external vendors to uphold SLAs and OLAs while driving operational excellence.

The role emphasizes incident/problem management, governance, and continuous improvement through ITIL practices, Lean IT, and automation, with strong collaboration across internal and external partners.