The Service Delivery Manager (SDM) is responsible for ensuring the successful delivery, adoption, and lifecycle management of all IT services offered to government entities. Key responsibilities include coordinating and delivering IaaS, PaaS, SaaS, and XaaS service packages, managing entity engagement, and leading workload migration initiatives to the Sovereign Cloud. The SDM collaborates closely with various IT teams to ensure service stability, high customer satisfaction, and seamless onboarding of entities into the digital ecosystem.
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Location: Sharjah, Emirate, United Arab Emirates
Work Conditions: On-site, Contract (12 months, extendable to long-term or permanent)
Standard Work Hours: 8:00 AM – 5:00 PM (Standard UAE Time)
Notice Period Allowed: 30 days or less
Benefits: Self benefits as per UAE labor law + medical insurance for spouse and two kids
Key Responsibilities:
- Service Delivery to Government Entities:
- Own end-to-end delivery of services to assigned government entities.
- Ensure smooth delivery of service packages including IaaS, PaaS, SaaS, and XaaS.
- Coordinate internally to ensure high-quality service delivery.
- Support IT Operations Manager:
- Assist in day-to-day service operations and escalate operational issues.
- Monitor critical services and ensure operational readiness of new services.
- Lead Entity Onboarding & Workload Migration:
- Manage the full onboarding lifecycle for entities migrating to private and hybrid cloud environments.
- Ensure entity applications meet infrastructure, security, and compliance requirements before migration.
- Key Entity Account Management:
- Act as the primary point of contact for key government entities, understanding their requirements and conducting regular review meetings.
- Incident & Problem Coordination:
- Act as escalation point for major incidents and ensure timely communication.
- Service Improvement & Optimization:
- Identify service enhancement opportunities and recommend process improvements.
- Service Governance & Compliance:
- Ensure services adhere to governance frameworks, security baselines, and compliance requirements.
Qualifications & Experience:
- 7–12 years of experience in Service Delivery, IT Operations, Cloud Services, or Enterprise Service Management.
- Proven experience managing service delivery in complex multi-cloud hosting environments.
- Background working with government or enterprise customers.
Skills & Competencies:
- Technical knowledge of cloud hosting and network basics.
- Strong communication and stakeholder management abilities.
- Highly organized with strong planning and execution skills.
- Customer-focused mindset with negotiation and presentation skills.
Preferred Certifications:
- ITIL v4 Managing Professional or ITIL v4 Foundation (mandatory).
- Cloud certifications (Azure, VMware, Oracle Cloud) are an advantage.
- Project management certifications (PMP / PRINCE2) are beneficial.
Key Deliverables:
- Successful onboarding and migration of entities into managed services.
- Monthly service performance reports for assigned entities.
- Increased adoption of the service catalog by entities.
- High customer satisfaction scores across managed entities.
KPIs:
- Entity onboarding success rate.
- Service SLA compliance.
- Customer satisfaction score (CSAT).
- On-time delivery of migration and onboarding projects.
