The company is seeking a highly skilled and experienced MSS - Service Delivery Manager who will play a critical role in ensuring the efficient and effective delivery of our cybersecurity services to our clients. The individual will be responsible for managing service delivery processes, leading a team of cybersecurity professionals, and maintaining strong client relationships.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Responsibilities:
- Understand the scope of delivery as per the contract and proposal regarding the customer.
- Identify all contractual KPIs and coordinate measurement, both internally and to the customer.
- Proactively raise any potential gaps/issues to management before the customer does.
- Conduct monthly meetings with clients and quarterly meetings with management, or more frequently as agreed.
- Prepare for customer meetings with presentations and collect required information internally.
- Maintain a list of issues/gaps, follow up internally, and provide summaries to customers as needed.
- Keep all presentations, meeting minutes, and risk, issues, actions, and dependencies (RAID) tracker in a central repository.
- Establish a role as a Single Point of Contact (SPOC) for services provided to customers.
- Manage customer escalations effectively.
- Identify upsell or cross-sell opportunities for MSS services and liaise with Solution Architecture/BDM team.
- Coordinate service incident reporting with internal delivery teams.
- Create and execute service remediation/improvement plans.
Qualifications & Skills:
- UAE Nationals are encouraged to apply.
- Degree in Computer Science, Information Systems, Computer Engineering, or a related degree, or relevant industry experience.
- Expert skills in IT service delivery with a minimum of 5 years of experience as a Service Delivery Manager.
- Solid background in IT service management, particularly in cybersecurity, and understanding of management systems (ISMS, BCMS, QMS).
- ITIL accreditation or equivalent relevant experience is preferred.
- Proficient in Office 365 and ITSM Systems.
- Knowledge of information security technologies, concepts, and standards.
- Excellent organizational, communication, presentation, and training skills.
- Strong interpersonal skills and ability to collaborate with others.
Benefits:
- Health insurance with a leading global provider for medical insurance.
- Career progression through challenging projects.
- Employee engagement and wellness activities throughout the year.
- Excellent learning and development opportunities.
- Annual flight tickets.
- Inclusive and diverse working environment.
- Flexible/Hybrid working environment.
- Open-door policy.
About Us:
The company is the cybersecurity arm of e& enterprise and provides leading enterprise businesses across the Middle East with strategic consultancy combined with tailored information security solutions and services. Established in the Middle East since 2004 and strategically acquired by e& in 2020, the company has become a trusted IT security advisor capable of strengthening cyber defenses and safeguarding businesses.
