Service Delivery Manager
Summary
Oversee end-to-end IT service delivery, manage helpdesk operations, and ensure SLAs are met while driving continuous improvement and stakeholder satisfaction.
The Service Delivery Manager will be responsible for leading and managing end-to-end IT service delivery, ensuring exceptional customer satisfaction and compliance with agreed Service Level Agreements (SLAs). The role involves overseeing IT Helpdesk and Service Desk operations, managing service performance, coordinating cross-functional teams, driving continuous service improvement, and maintaining strong relationships with clients and stakeholders.
Requirements
- Bachelor's Degree in Information Technology, Computer Science, or a related field (Master's preferred).
- Minimum 10 years of experience in IT Managed Services, IT Service Delivery, or IT Operations.
- Proven experience managing large-scale IT Helpdesk or Service Desk operations.
- Strong knowledge of IT Service Management (ITSM) frameworks and ITIL best practices.
- ITIL Foundation Certification is mandatory; PMP certification is an added advantage.
- Excellent experience in SLA/KPI management, service reporting, incident management, and continual service improvement.
- Strong leadership, stakeholder management, communication, and team management skills.
- Experience working with ITSM tools such as SMAX, ServiceNow, or similar platforms is preferred.
- Fluent in Arabic and English (written and spoken).
- Ability to work in a fast-paced, customer-focused environment and lead cross-functional teams effectively.
