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Service Delivery Manager - UAE Abu Dhabi

Confidential

26 days ago

Full TimeMid Level

Key Responsibilities

Manage day-to-day delivery of IT services.
Coordinate with teams responsible for servers, Applications, Security networks, cloud, helpdesk, and IT support.
Monitor SLA and KPI performance and ensure service targets are achieved.
Act as the main contact for business users regarding service issues.
Coordinate and follow up on incidents, problems, and service requests.
Support the management of major incidents and escalations.
Coordinate changes and ensure they are properly planned and implemented.
Work with external vendors and monitor their service performance.
Prepare regular service reports and performance updates for management.
Identify areas for improving service quality, performance, and efficiency.
Ensure IT services follow established ITIL and service management processes.
Support projects and ensure new services are properly handed over to the operations team.
Maintain good communication with technical teams, management, vendors, and business stakeholders.
Proven experience delivering services across retail POS/payments and corporate IT in multi-vendor ecosystems

Requirements

Bachelor's degree in IT, Computer related field.
8 â€“ 12 years in IT service delivery/operations leadership.
Good understanding of IT operations.
Experience managing Helpdesk, ITIL, SLA, KPI, incidents, problems, and changes.
ITILv3/ITIL4 Managing Professional required; PMP/PRINCE2 beneficial.

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About the company

Confidential

Construction and Manufacturing • 1-50 employees

Key Responsibilities

Manage day-to-day delivery of IT services.
Coordinate with teams responsible for servers, Applications, Security networks, cloud, helpdesk, and IT support.
Monitor SLA and KPI performance and ensure service targets are achieved.
Act as the main contact for business users regarding service issues.
Coordinate and follow up on incidents, problems, and service requests.
Support the management of major incidents and escalations.
Coordinate changes and ensure they are properly planned and implemented.
Work with external vendors and monitor their service performance.
Prepare regular service reports and performance updates for management.
Identify areas for improving service quality, performance, and efficiency.
Ensure IT services follow established ITIL and service management processes.
Support projects and ensure new services are properly handed over to the operations team.
Maintain good communication with technical teams, management, vendors, and business stakeholders.
Proven experience delivering services across retail POS/payments and corporate IT in multi-vendor ecosystems

Requirements

Bachelor's degree in IT, Computer related field.
8 â€“ 12 years in IT service delivery/operations leadership.
Good understanding of IT operations.
Experience managing Helpdesk, ITIL, SLA, KPI, incidents, problems, and changes.
ITILv3/ITIL4 Managing Professional required; PMP/PRINCE2 beneficial.

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