# Service Delivery Manager/Project Manager

**Company:** [BlackStone eIT](https://jobs.workable.com/companies/tibAGcW55dzHFist5SpD3s.md)
**Location:** Dubai, United Arab Emirates
**Workplace:** on site
**Employment type:** Full-time
**Department:** Project Management

[Apply for this job](https://jobs.workable.com/view/b85650a4-7cdb-4e34-852f-0b477efd731a)

## Description

Role Purpose

Lead Blackstone's mobilisation and managed services delivery for **Entity**, providing one accountable interface for service performance, team coordination, governance, reporting and escalation. The role manages Blackstone's obligations without replacing **Entity**'s internal Project Manager or approval authority.

Key Responsibilities

-   Prepare and maintain the mobilisation, transition and service management plan, including dependencies, risks, milestones and readiness criteria.
-   Lead Blackstone's multidisciplinary onsite and offshore team and coordinate priorities with **Entity**'s Project Manager and designated stakeholders.
-   Manage service reviews, SLA/KPI reporting, risks, issues, escalations, action tracking and continuous service improvement.
-   Ensure incidents, problems, changes and service requests are governed through the agreed ITSM processes and escalation paths.
-   Coordinate candidate onboarding, knowledge transfer, access readiness, documentation and operational handover activities.
-   Maintain accurate monthly service reporting, decision logs, dependency tracking and executive-level updates.
-   Control scope and ensure that additional requirements, material changes or commercial impacts are assessed and confirmed through the agreed governance process.
-   Coordinate with Blackstone technical practices and third parties where specialist support is required.

## Requirements

Minimum Experience and Qualifications

-   Minimum 8 years of relevant IT delivery experience, including at least 3 years leading managed services, service transition or multi-domain support teams.
-   Demonstrable experience managing SLA-based services, customer governance, escalations and operational reporting.
-   ITIL 4 Managing Professional or equivalent service management certification preferred.
-   PMP or PRINCE2 Practitioner preferred.
-   Strong written and verbal English; Arabic is strongly preferred for this client-facing role.

Preferred Profile

-   Previous experience delivering services to UAE government entities.
-   Working knowledge of TDRA and related federal hosting, connectivity and approval processes.
-   Experience coordinating hybrid teams across infrastructure, applications, cybersecurity, data and end-user support.

Expected Contribution

-   Mobilisation milestones and dependencies are managed transparently and escalated early.
-   Service reporting is accurate, timely and aligned with the mutually confirmed SLA/KPI schedule.
-   Client decisions, risks, actions and scope changes are documented and governed.
-   Blackstone teams operate as one coordinated delivery unit.