Service Delivery Manager

Job Description/Specification:

We are seeking a Service Delivery Manager to lead end-to-end IT service delivery for a large enterprise

managed services engagement. The role owns SLA performance, stakeholder relationships, and the operating

cadence of a multidisciplinary IT team across infrastructure, applications, and end-user services.

Key Responsibilities

Own service delivery against agreed SLAs/SLOs and report performance to senior stakeholders.

Lead the weekly/monthly governance cadence (operations review, change board, problem review).

Manage escalations across L1/L2/L3 layers and drive root-cause closure for major incidents.

Run capacity, demand, and resourcing plans; coordinate onboarding/transition of new resources.

Drive continuous service improvement (CSI) initiatives and quarterly service reviews.

Own the commercial health of the engagement: revenue, margin, travel/expense, and scope governance.

Champion ITIL v4 practices and ensure ITSM tool hygiene across the engagement.

Required Qualifications

Bachelor's degree in Computer Science, Engineering, or equivalent.

ITIL v4 Foundation certification (Intermediate / Strategic Leader preferred).

10+ years in IT services with at least 5 years managing enterprise service delivery.

Demonstrated SLA / contract management experience on multi-tower engagements.

Strong stakeholder management at senior leadership level; comfortable with steering committees.

Native or fluent Arabic AND professional English (written + spoken) — non-negotiable.

Currently in Qatar OR willing to relocate within 60 days.

Preferred / Nice To Have

PMP or PRINCE2 certification.

Prior experience delivering managed services in the GCC region.

Exposure to ServiceNow or BMC Helix as an ITSM platform.

Experience overseeing 24x7 NOC and Service Desk operations.

Languages: Arabic (Native or Fluent) + English — Mandatory

Working pattern: Business hours + on-call escalation