Senior Service Delivery Manager SDM

7 days ago


Dubai, Dubai, United Arab Emirates Ghobash Group Full time

The Senior Service DeliveryManager (SDM) is responsible for ensuringhighquality IT managed services delivery to clients whilemaintaining SLAs improving operational efficiency and drivingcustomer satisfaction. This role involves managing a team ofservice professionals optimizing IT service operations andfostering strong client relationships to ensure the smooth of ITmanaged services including cloud network security and applicationsupport.
KeyResponsibilities:

1.Service Delivery Management &Operations:

  • Overseeendtoend IT managed services delivery ensuring compliance with SLAsand KPIs.
  • Lead service teams in managingincidents requests problem resolution and changemanagement.
  • Continuously optimize IT operationsby implementing ITIL best practices andautomation.
  • Maintain high availability ofcritical IT infrastructure applications and cloudenvironments.
  • Ensure proactive monitoringreporting and service reviews to minimizedowntime.

2. Client& StakeholderManagement:

  • Act as theprimary point of contact for clients ensuring expectations are metor exceeded.
  • Conduct regular client meetingsQBRs (Quarterly Business Reviews) and service improvementdiscussions.
  • Address escalations resolveservicerelated issues and manage crisis situationseffectively.
  • Work closely with internal teams(network security cloud DevOps) to deliver seamlessservice.

3. ITIL& Service ManagementExcellence:

  • Implementand enforce ITIL best practices for service delivery incidentproblem and change management.
  • Develop andmaintain service catalogs SLAs and operationalprocedures.
  • Drive service improvementinitiatives using ITSM platforms like ServiceNow BMC Remedy orManage Engine

4.Financial & PerformanceManagement:

  • Manageservice budgets cost optimization and resourceallocation.
  • Drive service revenue growth andprofitability by identifying upsellopportunities.
  • Track key performance indicators(KPIs) and service efficiencymetrics.

5. People& VendorManagement:

  • Lead andmentor a team of service desk engineers technical support staff andservice managers.
  • Conduct performance reviewstraining programs and successionplanning.
  • Manage thirdparty vendors and serviceproviders to ensure contractualadherence.

6. SecurityCompliance & Risk Management:

  • Ensure IT servicescomply with industry regulations (ISO 27001 GDPRNIST).
  • Enforce security best practices incidentresponse and data protection policies.
  • Mitigaterisks by conducting regular service audits andassessments.

Qualifications:

MinimumQualifications:

  • Bachelorsin computer science or a related field.
  • ITIL v4PMP PRINCE2 Certified
  • 8 years in IT servicedelivery with 5 years in a managerial role
  • ITSMplatforms (ServiceNow BMC RemedyFreshservice).
  • Cloud platforms (AWS AzureGCP).
  • Networking cybersecurity and ITinfrastructure.
  • DevOps and automation tools(Ansible TerraformKubernetes)

DesiredQualifications:

  • Mastersdegree in IT
  • 10 years in IT service deliverywith 5 years in a managerialrole

RemoteWork :

No

EmploymentType :

Fulltime

Key Skills
IT Experience,DataCenter Experience,Problem Management,Network Management,ManagementExperience,Solaris,Customer Support,ServiceNow,IT ServiceManagement,ITIL,Project Management,Operating Systems
Experience: years
Vacancy: 1

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