Head of Service Delivery
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Key skills for this role
About the Role
Nityo Infotech seeks a seasoned infrastructure leader for a Head of Service Delivery role with a prestigious Middle East client. Requires 20+ years of IT infrastructure experience and 8-10+ years in senior service delivery leadership, with P&L ownership and managed services expertise.
Key Skills for This Role
Responsibilities
- Own end to end delivery of Managed Services accounts ensuring SLA/KPI compliance and customer satisfaction
- Lead 24x7 operations across NOC, Service Desk, End User Computing, Data Center Operations, Field Services
- Drive service excellence through ITIL aligned Incident, Problem, Change, and Escalation Management
- Act as executive escalation point and build strong relationships with CIOs, IT Directors, and key stakeholders
- Drive Quarterly Business Reviews (QBRs), CSAT/NPS programs, and customer retention initiatives
- Lead and mentor large delivery teams including Service Managers, Technical Leads, Engineers, and Support Staff
- Own delivery P&L, resource planning, profitability, and cost optimization
Requirements
- 20+ years of IT Infrastructure experience
- 8–10+ years in senior Service Delivery leadership roles
- Proven experience managing large Managed Services portfolios with P&L ownership
- Strong background in Infrastructure Operations, Service Transition, and Customer Success
- Experience leading large scale delivery teams (200+ headcount preferred)
- Exposure to global enterprise customers and complex stakeholder environments
- Strong understanding of ITIL Framework
Full Job Posting
Position Overview
- We are hiring for one of our prestigious clients in the Middle East.
- Looking for a seasoned infrastructure leader with strong background in Managed Services, Service Delivery, Operations, Customer Success, and P&L Management.
Key Responsibilities
- Own end to end delivery of Managed Services accounts ensuring SLA/KPI compliance and customer satisfaction.
- Lead 24x7 operations across: NOC, Service Desk, End User Computing (EUC), Data Center Operations, Field Services.
- Drive service excellence through ITIL aligned Incident, Problem, Change, and Escalation Management.
- Act as executive escalation point and build strong relationships with CIOs, IT Directors, and key stakeholders.
- Drive Quarterly Business Reviews (QBRs), CSAT/NPS programs, and customer retention initiatives.
- Lead and mentor large delivery teams including Service Managers, Technical Leads, Engineers, and Support Staff.
- Own delivery P&L, resource planning, profitability, and cost optimization.
Requirements
- 20+ years of IT Infrastructure experience.
- 8–10+ years in senior Service Delivery leadership roles.
- Proven experience managing large Managed Services portfolios with P&L ownership.
- Strong background in Infrastructure Operations, Service Transition, and Customer Success.
- Experience leading large scale delivery teams (200+ headcount preferred).
- Exposure to global enterprise customers and complex stakeholder environments.
- Strong understanding of ITIL Framework.
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