Service Delivery Manager Ghobash Group

DUTIES & RESPONSIBILITIES

• Oversee end-to-end IT service delivery for clients, ensuring adherence to SLAs, KPIs, and contractual obligations.
• Lead and manage on-site and offshore support teams, including Service Desk, NOC, Network, and Infrastructure resources.
• Conduct regular governance and review meetings with clients to present service performance, improvement plans, and incident trends.
• Manage the incident, problem, and change management processes in compliance with ITIL standards.
• Monitor and ensure high service availability, quick issue resolution, and effective escalation management.
• Collaborate with internal departments (HR, Finance, Procurement, and Logistics) to ensure smooth resource and operational management.
• Drive continuous service improvement initiatives, including automation, proactive monitoring, and process optimization.
• Prepare and present monthly performance and SLA reports, highlighting service metrics, CSAT, and action plans.
• Manage resource planning, hiring, replacements, and performance reviews in coordination with HR and project leads.
• Ensure cost efficiency and margin control while maintaining high-quality service delivery.
• Oversee vendor coordination for renewals, upgrades, and issue resolutions (e.g., Cisco, Dynatrace, ManageEngine, VMware, etc.).
• Maintain strong client relationships with IT Directors and senior stakeholders, acting as a single point of contact (SPOC) for all service-related matters.
• Ensure compliance with organizational policies, governance frameworks, and audit requirements.