Service Delivery Manager | IT Operations | 5+ Years | Muscat, Oman

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

Location

Muscat, Oman

Job Category

• Information Technology (IT) & Software
• Telecommunications
• Customer Service & Support
• Operations & Supply Chain

Job Overview

A Service Delivery Manager position is available in Muscat, Oman for an experienced IT professional with 5+ years of experience in IT operations and service management. The role focuses on managing IT service delivery, coordinating technical teams and vendors, monitoring service performance, and ensuring effective resolution of operational issues.

The position requires knowledge of Network Operations Centre (NOC), Security Operations Centre (SOC), helpdesk operations, ITIL practices, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and incident, problem, and change management. The role provides opportunities for professional development, IT service management training, and long-term career growth in IT operations and service delivery.

Key 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.

Requirements & Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum 5 years of experience in IT operations or service management.
• Strong understanding of IT operations, 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.

Salary, Benefits & Career Growth

Salary and compensation details were not provided by the employer and therefore are not listed.

The position offers opportunities for:

• Professional development in IT service management.
• ITIL and related service-management training and certification opportunities, where supported by the employer.
• Exposure to IT operations, service delivery, vendors, and technical teams.
• Career progression within IT service management and operations.
• Development of leadership and stakeholder-management skills.