# Service Delivery Manager

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

[Apply for this job](https://jobs.workable.com/view/e965019e-9786-4948-806e-4e9ba5d9c6b0)

## Description

Key Responsibilities

\- Manage end-to-end delivery of IT managed services in accordance with contractual SLAs and KPIs.

\- Monitor service performance, availability, incident resolution, and customer satisfaction.

\- Manage incident, problem, and change management processes in an ITIL-aligned environment.

\- Handle escalations, root cause analysis (RCA), and corrective action plans.

\- Prepare monthly and quarterly service performance reports and SLA dashboards.

\- Conduct regular service review meetings with stakeholders.

\- Coordinate with technical teams and third-party vendors to ensure timely service delivery.

\- Manage risks, service issues, and continuous service improvement initiatives.

\- Coordinate change control approvals for system upgrades, patches, and service changes.

\- Maintain accurate service documentation and ensure compliance with agreed standards.

## Requirements

\- 10+ years of experience in IT service delivery management.

\- Strong experience managing enterprise IT services against contractual SLAs and KPIs.

\- Solid knowledge of ITIL-based incident, problem, and change management.

\- Proven experience in escalation management, RCA, and service performance reporting.

\- Experience coordinating cross-functional technical teams and external vendors.

\- Strong stakeholder management, communication, and problem-solving skills.

\- Experience with ServiceNow, Jira Service Management, BMC Remedy, or similar tools.

\- Strong risk management and continuous service improvement capabilities.

\- Excellent English communication skills.

## Benefits

\### Preferred Qualifications

\- Bachelor's degree in Computer Science, Information Technology, or a related field.

\- ITIL Foundation certification.

\- PMP or equivalent project management certification.

\- Additional service management certifications are an advantage.