As a Service Delivery Manager (Team Manager) within the DES team, you will lead a team of 8+ engineers with diverse technical skill sets, ensuring the reliable delivery of services and regional projects while maintaining operational excellence, customer satisfaction, and compliance with Service Level Agreements (SLAs). You will be responsible for team leadership, service operations, stakeholder management, resource planning, and escalation handling, while driving continuous improvement and aligning service delivery with business objectives. As a hands-on technical leader, you will actively contribute to troubleshooting, automation, technical initiatives, and process optimization, ensuring high service quality, operational efficiency, and service profitability.
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Responsibilities
- Lead and manage a team of engineers, ensuring effective resource planning, skill development, high performance, and a collaborative, growth-oriented culture.
- Act as the primary customer and stakeholder escalation point, leading major incident management, coordinating cross-functional teams, and providing timely executive communications.
- Achieve Customer Satisfaction (CSAT) and Net Promoter Score (NPS) targets, addressing low scores through actionable improvement plans.
- Drive ITIL service management practices, including change, release, incident, and problem management, while participating in governance reviews and ensuring adherence to quality processes and KPIs.
- Build and maintain strong customer and stakeholder relationships, proactively addressing feedback, improving service quality, and supporting business growth and service adoption.
- Define and execute operational and DevOps improvement initiatives, monitor service and team KPIs, and drive automation, reliability, and continuous improvement.
- Collaborate closely with Product Owners, Delivery Managers, Production Engineers, and other cross-functional teams to achieve organizational goals and ensure 24×7 service availability.
- Actively contribute hands-on to technical tasks, including troubleshooting complex issues, participating in code reviews, optimizing infrastructure, and improving system reliability.
- Work directly with engineers to design and implement scalable, high-availability solutions, leveraging industry best practices.
- Ensure traffic boosting and service usage of managed services by collaborating with the Account/Marketing team.
- Be the owner of project financial management, respecting the management approved margins.
Requirements
- Experience with overseeing project scope and requirements, SLAs, change and customer relationship management, project handovers, and ITIL foundation, practitioner, service manager and practitioner release and control certifications.
- Fluency in English and Arabic.
- Strong communication and stakeholder management skills.
- Degree in Computer, Electrical or Telecommunications Engineering or a related field.
- 10+ years of experience in software and services delivery, including at least 3 years of experience managing engineering teams of at least 5 team members.
- Proven experience in operations or team management within IT or technical environments.
- Knowledge of IT Service Management (ITSM) processes and tools, project management, SLAs, and change management.
- Hands-on experience with key technologies such as Public Cloud Operations (preferred GCP), Linux Administration, Application Support, CI/CD, Infrastructure as Code, Kubernetes/Docker.
- Experience in project budgeting and financial management.
