Description

Job Overview

We are seeking an experienced Service Delivery Manager to lead IT service delivery operations for our IT division based in Abu Dhabi. The successful candidate will oversee service management processes, ensure compliance with ITIL standards, and foster strong customer relationships to meet business requirements. This role demands expertise in IT service frameworks, vendor management, and continuous service improvement in alignment with industry best practices.

Key Responsibilities

The Service Delivery Manager will be responsible for establishing and optimizing delivery processes, ensuring customer expectations are met consistently, and cultivating effective partnerships internally and externally. Key duties include:

• Gaining a deep understanding of customers’ business needs to align service delivery accordingly
• Managing incident, problem, and change requests to meet contractual obligations
• Leading regular operational service reviews focused on security analytics, performance metrics, and SLA adherence
• Identifying security trends, business risks, and opportunities for enhancement
• Developing and implementing Continual Service Improvement Plans (CSIP)
• Coordinating with third-party vendors and managing supplier relationships effectively
• Designing IT service transformation strategies using ITIL frameworks and industry standards
• Collaborating with vendor counterparts to redefine ITIL governance models for integrated operations
• Driving ITIL-compliant process transformations to improve client IT services
• Maintaining thorough documentation aligned with ITIL and ISO standards
• Ensuring compliance with ITIL protocols and overseeing internal and external audits (including COBIT controls)
• Building Power BI dashboards to deliver clear reporting on project statuses based on ITIL metrics
• Providing Tier 3 support service delivery plans and managing SLA performance
• Reviewing and approving team processes, including root cause analysis and change management
• Implementing a global workforce model to support ITIL-based operational change

Required Skills and Qualifications

• ITIL Certification is mandatory
• Strong leadership qualities with the ability to drive teams and processes
• Excellent communication and interpersonal skills to engage with stakeholders effectively
• Proficient problem-solving and analytical capabilities
• Detail-oriented, diligent, and entrepreneurial mindset with a genuine sense of ownership
• Solid technical knowledge in infrastructure, application, and security management
• Advanced proficiency in Microsoft Office tools including Excel, PowerPoint, and Word
• Arabic language skills are preferred but not essential

How to Apply

Interested candidates can apply by submitting their updated resume.