Service Delivery Manager – IT Infrastructure (18+ Years -Arabic only) Sapical Consulting Services

Service Delivery Manager – IT Infrastructure (18+ Years)

Location: Dubai, UAE (100% Onsite)
Nationality: Arabic Nationals Except Egyption
Compensation: Open
Availability: Immediate to 30 days

Role Overview

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 Responsibilities

Service 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.