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.
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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.
