Service Delivery Manager

Role Overview

Workplace

• The role is on-site in the United Arab Emirates.

Service Delivery and Operations

• Own end-to-end service delivery across assigned IT services and technology domains.
• Ensure services meet agreed SLAs, KPIs, OLAs, contractual commitments, and quality standards.
• Monitor service performance, availability, reliability, capacity, and operational health.
• Coordinate internal teams, technical towers, vendors, and partners.
• Maintain operational readiness and transition new or changed services into BAU operations.

IT Service Management

• Drive ITIL-based service management processes.
• Govern incident, major incident, problem, change, request, configuration, availability, capacity, and service level management.
• Ensure incidents and service requests are managed within agreed service levels.
• Drive root-cause analysis and permanent resolution of recurring service issues.
• Promote consistent service management standards across delivery teams.

Incident and Problem Management

• Lead oversight during critical and major service incidents.
• Mobilize technical teams, vendors, and stakeholders for rapid service restoration.
• Maintain communication and escalation throughout major incidents.
• Complete post-incident reviews and root-cause analyses.
• Track corrective and preventive actions through closure.

Governance and Stakeholders

• Establish service governance and reporting frameworks.
• Conduct service reviews and report performance against SLAs, KPIs, risks, and improvement plans.
• Manage relationships with senior stakeholders, service owners, vendors, partners, and delivery teams.
• Translate technical service issues into business impact and resolution plans.
• Maintain focus on customer experience and satisfaction.

Improvement and Resilience

• Establish continual service improvement plans.
• Analyze performance data, recurring incidents, and customer feedback to identify improvements.
• Drive initiatives for service quality, stability, availability, efficiency, and customer experience.
• Support service continuity, disaster recovery, availability, capacity, and operational resilience requirements.

Required Experience

• Bachelor's degree in information technology, computer science, engineering, business, or a related discipline.
• At least 8 years of IT service delivery or IT operations experience, including significant Service Delivery Manager or equivalent experience.
• Experience managing complex enterprise IT services across multiple technology domains.
• Strong ITIL and ITSM knowledge.
• Experience managing SLAs, KPIs, governance, customer satisfaction, and service performance.
• Experience in incident, major incident, problem, change, and service level management.
• Experience in complex multi-vendor environments.
• Experience managing senior stakeholders and service review or governance meetings.
• Experience with ServiceNow or an equivalent ITSM platform.

Preferred Experience

• Experience managing large-scale technology services in the UAE or wider GCC region.
• Experience supporting business-critical or high-availability technology environments.
• Experience managing service transition from project delivery into BAU operations.
• ITIL 4, ServiceNow, cloud, infrastructure, or service management certifications are preferred or advantageous.