Service Delivery Manager

Job Brief

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

Key Responsibilities

• Service Delivery: Lead and manage the delivery of IT services across the 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 of Incident, Change, Problem, Release Management, and other ITSM processes. SLA performance improvement and Continuous Service Improvement (SIAM-led delivery model) are 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, and cloud technologies.
• 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 an 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 infrastructure operations related to Azure cloud operations, Network & Security, NOC & SOC, Database, Enterprise monitoring systems and tools, Cybersecurity, End user compute, Service desk, etc.
  • Experience in application space is preferable with any of these or more: SAP S4 Hana, Salesforce, Microsoft technologies, mobile applications, Data and analytics, etc.
  • Knowledge & experience in Lean, Agile, and 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.