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

Posted 30+ days ago

Experience

17+ Years

Monthly Salary

AED 27,000 - 38,000 ($7,291 - $10,261)

Job Location

Dubai - United Arab Emirates (UAE)

Education

Bachelors in Computer Application, Bachelor of Technology/Engineering, Any Graduation, Master of Technology/Engineering(Computers), Master of Science

Nationality

Any Arab National, Any GCC National

Gender

Any

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

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.


Desired Candidate Profile

  • Bachelor’s degree in IT / Computer Science or equivalent.

  • ITIL v3 or v4 – Mandatory.

  • 18+ years of IT experience with at least 7+ years leading service delivery in enterprise managed services.

  • Strong cross-domain understanding: servers, virtualization, network, security, ITSM.

  • Experience with SLA governance and managed services frameworks.

  • Fluent in Arabic and English (spoken & written).

  • Experience in audit readiness (SLA, ISO, SOC, NESA, etc.).

  • Exposure to SLA waiver documentation and service risk handling.

Preferred Background

  • Experience managing UAE / GCC customers.

  • Familiarity with SOC/NOC operations.

  • Worked in hybrid and transition environments.

  • Strong conflict resolution and executive maturity.

Employment Type

    Full Time

Company Industry

Department / Functional Area

Keywords

  • Director Of IT Service Delivery
  • Infrastructure Services
  • Managed Security Services
  • Service Delivery Lead
  • SLA Management
  • OEM
  • Audit Compliance
  • IT Service Management
  • Technical Service Manager
  • Infrastructure Services Manager
  • ITIL
  • IT Delivery Lead

Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com

Sapical Consulting Services

Established in 2019, Sapical Consulting Services (SCS) is a global IT consulting and managed services partner delivering reliable, scalable, and secure technology solutions to modern enterprises. We support organizations from fast-growing startups to Fortune 500 companies, helping them accelerate digital adoption while maintaining operational control. With leadership experience built on decades of combined industry expertise, Sapical delivers services across infrastructure management, cloud transformation, cybersecurity, enterprise platforms, project delivery, and strategic talent augmentation. We operate with a customer-first, outcome-driven model focused on measurable value: Faster service delivery Reduced operational risk Strong SLA commitment High availability environments Predictable cost optimization Our delivery footprint spans India, the UK, Europe, Singapore, and the Middle East, enabling 24×7 support capability and global resource reach.

Read More

Similar Jobs

IT Manager

Confidential Company

  • 13 - 18 Years
  • Sharjah - United Arab Emirates (UAE)

IT Operation Manager

Confidential Company

  • 5 - 10 Years
  • Dubai - United Arab Emirates (UAE)

General Manager – Business & Technology (IT Infrastructure & Security)

Senior Manager - Core Systems Unit

Confidential Company

  • 10 - 15 Years
  • Dubai - United Arab Emirates (UAE)

Sr. Consultant Infrastructure

Client of HR Ways

  • 12 - 18 Years
  • Abu Dhabi - United Arab Emirates
View All