Service Delivery Manager
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Before you apply
LocationDubai, Dubai, United Arab Emirates
Typefull-time
SenioritySenior
Experience10+ yrs
DepartmentOutsource
Company size201–500 people
PostedOct 28, 2026 · 1w ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
10+ years of experience in IT service delivery management
Strong experience managing enterprise IT services against contractual SLAs and KPIs
Solid knowledge of ITIL-based incident, problem, and change management
Proven experience in escalation management, RCA, and service performance reporting
Experience coordinating cross-functional technical teams and external vendors
Strong stakeholder management, communication, and problem-solving skills
Experience with ServiceNow, Jira Service Management, BMC Remedy, or similar tools
Strong risk management and continuous service improvement capabilities
Excellent English communication skills
Bachelor's degree in Computer Science, Information Technology, or a related field
ITIL Foundation certification
PMP or equivalent project management certification
Skills
ServiceNow
Jira Service Management
BMC Remedy
Responsibilities
Key Responsibilities
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Manage end-to-end delivery of IT managed services in accordance with contractual SLAs and KPIs.
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Monitor service performance, availability, incident resolution, and customer satisfaction.
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Manage incident, problem, and change management processes in an ITIL-aligned environment.
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Handle escalations, root cause analysis (RCA), and corrective action plans.
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Prepare monthly and quarterly service performance reports and SLA dashboards.
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Conduct regular service review meetings with stakeholders.
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Coordinate with technical teams and third-party vendors to ensure timely service delivery.
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Manage risks, service issues, and continuous service improvement initiatives.
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Coordinate change control approvals for system upgrades, patches, and service changes.
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Maintain accurate service documentation and ensure compliance with agreed standards.
Requirements
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10+ years of experience in IT service delivery management.
•
Strong experience managing enterprise IT services against contractual SLAs and KPIs.
•
Solid knowledge of ITIL-based incident, problem, and change management.
•
Proven experience in escalation management, RCA, and service performance reporting.
•
Experience coordinating cross-functional technical teams and external vendors.
•
Strong stakeholder management, communication, and problem-solving skills.
•
Experience with ServiceNow, Jira Service Management, BMC Remedy, or similar tools.
•
Strong risk management and continuous service improvement capabilities.
•
Excellent English communication skills.
Benefits
Preferred Qualifications
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Bachelor’s degree in Computer Science, Information Technology, or a related field.
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ITIL Foundation certification.
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PMP or equivalent project management certification.
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Additional service management certifications are an advantage.