Service Delivery Manager

Job Brief

We are seeking an experienced IT Service Delivery Manager to lead delivery of IT services / operations / transitions across infrastructure and application landscape. To ensure seamless, high-quality IT support and services to external and internal stakeholders. Should be a proactive leader with a strong technical background, exceptional communication skills, thought leadership skills and ability to manage service delivery in a fast-paced environment. Exposure to hospitality, construction management, facility management, real estate domain will be an added advantage.

Key Responsibilities

• Service Delivery : Lead and manage the delivery of IT services across infrastructure and application landscape.
• Team Management: Lead a team of IT professionals, providing guidance, mentoring, and performance evaluations to ensure high service standards.
• Stakeholder Collaboration: Work closely with business units , and external vendors to identify IT needs and deliver tailored solutions.
• Service Management: Sound knowledge on Incident, Change, Problem, Release Management & other ITSM processes. SLA performance improvement, Continuous service improvement SIAM led delivery model will be desirable.
• Process Improvement: Develop and implement IT service management processes (e.g., ITIL framework) to enhance efficiency and customer satisfaction.
• Project Management: Lead IT projects related to application development, system upgrades, infrastructure enhancements, and digital transformation initiatives.
• Vendor Coordination: Manage relationships with third-party IT service providers, ensuring contract compliance and quality service delivery.
• Budget & Resource Planning: Assist in budgeting for IT services and ensure optimal allocation of resources to meet operational demands.
• Compliance & Security: Ensure IT services comply with UAE regulations (e.g., TRA guidelines) and maintain robust cybersecurity standards.
• Digital skills – Exposure to automation initiatives, GenAI, data & cloud.
• Reporting: Provide regular updates to senior management on service performance, KPIs, and improvement plans.

Requirements

• Education: Bachelor’s degree in information technology, Computer Science, or a related field. A Master’s degree or professional certifications (e.g., ITIL, PMP) are a plus.
• Experience: 15+ years of experience in IT service delivery or management in a IT services company with at least 3 years in a leadership role.
• Technical Skills:
• Proficiency in ITIL framework and service management tools (e.g., ServiceNow, Jira).
• Experience in managing infra operations related to Azure cloud operations, Network & Security, NOC & SOC, Database, Enterprise monitoring systems and tools, Cyber security, End user compute, Service desk, etc.,
• On application space it is preferable to have experience on any one of these or more - SAP S4 Hana, Salesforce, Microsoft technologies, mobile applications, Data and analytics, etc.,
• Knowledge & Experience on Lean, Agile, DevOps practices will be an added advantage
• Soft Skills:
• Good presentation skills and ability to manage discussions with C level leadership
• Strong leadership and team management abilities.
• Excellent communication and stakeholder management skills.
• Analytical mindset with a focus on problem-solving and process optimization.
• Language: Fluency in English is required.
• Eligibility: Valid UAE residency visa or eligibility to work in the UAE.

Personal Attributes

• Customer-focused with a commitment to delivering exceptional service.
• Adaptable and able to thrive in a dynamic, multicultural environment.
• Detail-oriented with strong organizational skills.
• Proactive and innovative in addressing challenges and improving services.