Service Delivery Manager (Arabic Speaker)

We are seeking an experienced Service Delivery Manager to oversee the end-to-end delivery of IT services across multiple clients in a shared services model. This leadership role requires managing diverse technical teams while ensuring client satisfaction, operational excellence, and adherence to ITIL best practices. The ideal candidate is a strategic leader with strong client engagement skills, deep knowledge of enterprise IT ecosystems, and the ability to communicate effectively in both Arabic and English.

Key Responsibilities:

• Own and drive IT service delivery, ensuring compliance with SLAs, KPIs, and service excellence.
• Manage and coordinate shared and dedicated IT teams, including Helpdesk Support, Network and Cloud (Azure) Engineers, Systems Engineers, and IT Security Engineers.
• Implement and maintain ITIL-aligned processes: Incident, Problem, Change, and Knowledge Management.
• Maintain team rosters, shift schedules, timely escalations, and resource availability.
• Lead recruitment, onboarding, training, and succession planning for service delivery teams.
• Develop and enforce Standard Operating Procedures (SOPs) for service consistency and risk mitigation.
• Act as the Single Point of Contact (SPOC) for clients, conducting service reviews and presenting performance dashboards.
• Collaborate with internal stakeholders (HR, Finance, Presales) to optimize delivery and cost-effectiveness.
• Lead daily stand-ups with the client, provide regular KPI status reports, and prepare project plans for 30/60/120 days.
• Ensure availability for onsite and on-call support when required.

Requirements:

• Experience: Minimum 7 years in IT Service Delivery/Operations Management, with at least 3 years in managed services.
• Technical Expertise: Strong knowledge of IT infrastructure, Microsoft Azure, Helpdesk operations, and cybersecurity.
• Frameworks: Hands-on experience with ITIL best practices.
• Leadership: Proven success managing cross-functional and remote teams.
• Communication: Fluent Arabic speaker (mandatory) with excellent spoken and written English skills.
• Certifications:
  • Mandatory: ITIL v3 or v4 Certification.
  • Preferred: PMP, PRINCE2, or equivalent project management certification.