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Posted:
We are seeking an experienced Service Delivery Manager to oversee the delivery of ICT Managed Services in the UAE. The role is focused on maintaining service excellence, managing customer and stakeholder relationships, ensuring SLA compliance, and coordinating with technical teams to deliver reliable and high-quality IT services.
The successful candidate will have strong ITIL and ITSM knowledge along with practical experience managing major incidents, problems, and changes. A solid understanding of cloud, infrastructure, networking, and security technologies is also required, together with the ability to drive continuous service improvement.
Key Responsibilities:
• Manage the delivery of ICT Managed Services and ensure agreed service standards are consistently achieved.
• Build and maintain strong relationships with customers and key stakeholders.
• Monitor and govern Service Level Agreements (SLAs) and address service performance issues.
• Coordinate Major Incident, Problem, and Change Management activities.
• Lead service reviews and communicate service performance, risks, and improvement opportunities.
• Collaborate with cross-functional technical teams to resolve critical service issues.
• Drive continuous service improvement initiatives across managed services.
• Support effective ITSM processes and maintain a customer-focused approach to service delivery.
Requirements:
• Proven professional experience in ICT and Managed Services.
• Strong customer and stakeholder management capabilities.
• Good knowledge of ITIL and ITSM frameworks.
• Practical experience with ServiceNow is preferred.
• Experience handling Major Incident, Problem, and Change Management processes.
• Understanding of Azure and cloud technologies.
• Good knowledge of infrastructure, networking, and security technologies.
• Experience with SLA governance, service reviews, and continuous service improvement.
• Strong leadership, communication, and problem-solving skills.
• Strong knowledge of:
• ICT Managed Services and service delivery
• ITIL and ITSM frameworks
• Azure and cloud infrastructure
• Network and security technologies
• SLA governance and service improvement
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