Description:
We are hiring a senior, Arabic-speaking Service Delivery Manager to own the end-to-end delivery of IT Managed Services for a prestigious UAE engagement.
This role demands strong leadership across Infrastructure, Security, Service Desk, and ITSM, along with executive stakeholder management, audit readiness, and the ability to manage high-pressure environments with diplomacy and control.
Key ResponsibilitiesService Delivery & Governance
- Own daily service delivery across on-prem, hybrid, and cloud environments.
- Ensure strict adherence to SLAs, KPIs, OLAs, and contractual commitments.
- Drive Incident, Problem, Change, Capacity, and Availability processes aligned to ITIL v4.
- Lead service reviews (daily/weekly/monthly) with client leadership.
- Identify risks, implement mitigation, and run continual service improvement programs.
Customer & Stakeholder Management
- Act as the single point of accountability for the customer.
- Translate technical matters into business impact.
- Manage sensitive conversations, escalations, and executive expectations.
- Ensure bilingual (Arabic/English) communication standards in meetings and reports.
Team Leadership & Escalation
- Direct cross-functional L1–L3 teams across:
- Windows / Linux
- Virtualization
- Network & Security
- Service Desk & EUC
- Lead major incidents and war-room governance with internal teams and OEMs.
- Oversee ticket quality, RCA accuracy, and change documentation.
OEM & Third-Party Management
- Coordinate with vendors for product issues, replacements, upgrades, and advisories.
- Govern DR drills, patch cycles, and CAB-driven changes.
Documentation, Compliance & Control
Own and maintain:
- SOPs, Runbooks, ITSM workflows
- HLDs / LLDs
- Risk & audit registers
- DR and BCP documentation
- SLA dashboards & service reports
- Knowledge base & RCA repository
Ensure lifecycle governance, approvals, periodic reviews, and audit compliance.
Asset & License Governance
- Manage complete infra asset inventory (physical & virtual).
- Track EOS/EOL, warranty, and support contracts.
- Ensure licensing compliance and timely renewals.
Required Qualifications
- Bachelor’s degree in IT / Computer Science or equivalent.
- ITIL v3 or v4 – Mandatory.
- 18+ years of IT experience with at least 7+ years leading service delivery in enterprise managed services.
- Strong cross-domain understanding: servers, virtualization, network, security, ITSM.
- Experience with SLA governance and managed services frameworks.
- Fluent in Arabic and English (spoken & written).
- Experience in audit readiness (SLA, ISO, SOC, NESA, etc.).
- Exposure to SLA waiver documentation and service risk handling.