Head of Service Delivery - IT Infrastructure

Head of IT Service Delivery – Dubai

Responsibilities

• Lead the successful delivery of complex infrastructure, security, and middleware integration projects across multiple OEMs (e.g., IBM, Cisco, Microsoft, Oracle).
• Ensure delivery excellence across all stages: planning, execution, monitoring, and closure.
• Drive delivery governance, quality assurance, and adherence to SLAs and KPIs.
• Build and lead a high-performing delivery and support team across infrastructure, middleware, integration, security, and CX technologies.
• Define KPIs and performance goals; coach and mentor managers and leads across functions.
• Collaborate with OEM partners (e.g., IBM, Red Hat, Cisco, Fortinet, etc.) to align solution delivery with product capabilities and updates.
• Stay abreast of emerging technologies to guide delivery transformation and competency development.
• Establish and refine standard operating procedures, delivery methodologies, and playbooks for repeatability and scalability.
• Implement tools and platforms for automation, monitoring, and project tracking.
• Own P&L responsibilities for the delivery and support functions.
• Optimize resource allocation across projects and support engagements while ensuring
• Act as a key escalation point for critical project or support issues.
• Ensure alignment with client expectations through regular governance meetings and executive reporting.
• Ensure all delivery and support operations comply with security standards, regulatory requirements, and customer contractual obligations.
• Implement robust risk identification, mitigation, and reporting practices.

Requirements

• 7–10 years of relevant experience.
• Proven experience in delivering Software, Network, and IT Managed Services.
• Strong proficiency in SDLC and stakeholder management.
• Prior to moving into a managerial role, must have worked as either a Software Developer or an IT Infrastructure/Network Engineer.