Service Delivery Manager - Emirati Talent

The  Service Delivery Manager (SDM) is responsible for ensuring high-quality IT managed services delivery to clients while maintaining SLAs, improving operational efficiency, and driving customer satisfaction. This role involves managing a team of service professionals, optimizing IT service operations, and fostering strong client relationships to ensure the smooth execution of IT managed services, including cloud, network, security, and application support.

1. Service Delivery Management & Operations:

• Oversee end-to-end IT managed services delivery, ensuring compliance with SLAs and KPIs.

• Lead service teams in managing incidents, requests, problem resolution, and change management.

• Continuously optimize IT operations by implementing ITIL best practices and automation.

• Maintain high availability of critical IT infrastructure, applications, and cloud environments.

• Ensure proactive monitoring, reporting, and service reviews to minimize downtime.

2. Client & Stakeholder Management:

• Act as the primary point of contact for clients, ensuring expectations are met or exceeded.

• Conduct regular client meetings, QBRs (Quarterly Business Reviews), and service improvement discussions.

• Address escalations, resolve service-related issues, and manage crisis situations effectively.

• Work closely with internal teams (network, security, cloud, DevOps) to deliver seamless service.

3. ITIL & Service Management Excellence:

• Implement and enforce ITIL best practices for service delivery, incident, problem, and change management.

• Develop and maintain service catalogs, SLAs, and operational procedures.

• Drive service improvement initiatives using ITSM platforms like ServiceNow, BMC Remedy, or Manage Engine

4. Financial & Performance Management:

• Manage service budgets, cost optimization, and resource allocation.

• Drive service revenue growth and profitability by identifying upsell opportunities.

• Track key performance indicators (KPIs) and service efficiency metrics.

5. People & Vendor Management:

• Lead and mentor a team of service desk engineers, technical support staff, and service managers.

• Conduct performance reviews, training programs, and succession planning.

• Manage third-party vendors and service providers to ensure contractual adherence.

6. Security, Compliance & Risk Management:

• Ensure IT services comply with industry regulations (ISO 27001, GDPR, NIST).

• Enforce security best practices, incident response, and data protection policies.

• Mitigate risks by conducting regular service audits and assessments.

Education:

• Minimum: Bachelor’s degree in Computer Science or a related field.

• Desired: Certifications such as ITIL v4, PMP, or PRINCE2.

Experience:

• Minimum of 5+ years of experience in service delivery or related roles.

Skills & Abilities:

• Strong understanding of the ITIL framework (certification is a plus).

• Proven experience managing service contracts and SLAs.

• Excellent communication, client-facing, and stakeholder management skills.

• Strong analytical and problem-solving abilities.

• Ability to lead cross-functional teams and manage multiple priorities in a fast-paced environment.

Compliance with policies and procedures based on the ISO standards adopted by CNS.