Manager - Client Delivery & Operations

About KATIM

KATIM is a leader in developing innovative secure communication products and solutions for governments and businesses. As an integral part of the Space & Cyber Technologies cluster at EDGE, one of the world’s most distinguished advanced technology groups, KATIM stands as a beacon of trust in an ever-evolving landscape where cyber risks are a constant menace.

Our aim is to satisfy the growing demand for advanced cyber capabilities by delivering resilient, secure, end-to-end solutions across four fundamental business units: Networks, Ultra Secure Mobile Devices, Applications, and Satellite Communications.

With a global presence spanning from our headquarters in Abu Dhabi to offices in the UAE and Finland, KATIM empowers organisations worldwide with the unwavering assurance that their mission-critical information and communications remain private and secure, no matter the circumstance.

Welcome to KATIM, where innovation and security converge to redefine the way you protect your most valuable assets in the digital world.

The Manager in the CDO team is responsible for leading a team of engineers, managing client relationships, and ensuring high-quality delivery of client solutions. This role involves strategic oversight of testing, incident resolution, POC execution, and collaboration with cross-functional teams to drive continuous improvement in processes, tools, and client satisfaction.

Key Responsibilities

• Lead and mentor a team of engineers, fostering skill development and performance excellence.
• Oversee resource planning, task allocation, and monitoring of team deliverables.
• Drive a culture of accountability, innovation, and client-centricity within the team.
• Serve as the escalation point for high-priority client issues, ensuring SLA adherence and timely resolutions.
• Develop and maintain strong client relationships through regular communication and status updates.
• Provide strategic insights and recommendations to clients, ensuring alignment with business goals.
• Define testing strategies and ensure the team delivers high-quality, validated client solutions.
• Drive continuous improvements in testing processes, tools, and automation.
• Monitor testing metrics and ensure deliverables align with client requirements and specifications.
• Oversee the management of critical incidents, ensuring root cause analysis and timely resolution.
• Define and refine escalation processes to enhance incident response efficiency.
• Proactively identify and address recurring issues, implementing long-term solutions.
• Oversee POC planning and execution, ensuring alignment with client objectives and technical feasibility.
• Provide strategic guidance on POC outcomes and ensure effective client handoff post-POC.
• Lead the team in creating detailed POC reports with actionable insights and recommendations.
• Collaborate with Engineering, SRE, and Project Management teams to align technical and delivery objectives.
• Represent the CDO team in leadership discussions, contributing to strategic decisions and initiatives.
• Advocate for team needs and drive resource and process optimization.
  
  

Education and Minimum Qualification

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (required).
• Master's degree in Business Administration (MBA), Technology Management, or a related discipline (preferred).
• 7+ years of experience in software testing, client delivery, or IT service management.
• Proven 3+ years in a leadership or managerial role, overseeing technical teams and large-scale client engagements.
• Strong experience in software development lifecycle (SDLC) and testing methodologies, with a focus on automation and process improvement.
• Extensive hands-on experience with incident management, testing frameworks, and client support in dynamic environments.
• Demonstrated ability to manage cross-functional teams and drive alignment across diverse stakeholders.
  
  

Key Skills

Technical Skills:

• Proficiency in testing frameworks, automation tools, and ITSM platforms.
• Strong understanding of SDLC, Agile, and DevOps practices.
• Experience with cloud technologies, monitoring tools, and advanced incident resolution.
• Incident Management: Familiarity with ITSM tools (e.g., ServiceNow, Zendesk).
  
  

Non-Technical Skills:

• Leadership: Proven ability to lead large teams and drive high performance.
• Client Management: Exceptional skills in building and maintaining client relationships.
• Communication: Strong stakeholder engagement and executive-level reporting.
• Strategic Thinking: Capability to align team objectives with business goals.
  
  

Certifications (Preferred):

• ISTQB Advanced Level, ITIL Intermediate, and certifications in Agile/SAFe methodologies.
• Cloud certifications (AWS/Azure) and DevOps credentials (e.g., Docker, Kubernetes).
• Leadership certifications (e.g., PMI-PBA, SAFe Agilist).
  
  

#KATIM