Senior IT Service Delivery Manager

About the role

The Senior IT Service Delivery Manager will lead the day‑to‑day delivery of managed IT services for enterprise customers in Abu Dhabi. Acting as the primary operational contact, you will coordinate internal teams, delivery partners and technology vendors to ensure reliable operations, high customer satisfaction and adherence to service levels.

Key responsibilities

• Coordinate services across business applications, integrations, infrastructure, cloud, cybersecurity and service‑desk operations.
• Provide delivery leadership and technical coordination for application and integration support teams.
• Translate customer priorities into clear delivery plans, manage incidents, risks, capacity and corrective actions.
• Lead ITIL‑aligned incident, problem, change, release and knowledge‑management processes, including major incident coordination.
• Oversee change assessment, approvals, scheduling and post‑implementation reviews.
• Maintain accurate service records, prepare performance reports and drive continual service improvement.

Required profile

• Proven experience managing multi‑tower IT managed services for enterprise customers (minimum 5 years).
• Strong understanding of business applications, integrations, infrastructure and security dependencies.
• Demonstrated ability to lead major incidents, service transitions and operational governance.
• Bachelor’s degree in IT, Computer Science, Engineering or equivalent; ITIL 4 Foundation certification.
• Excellent communication, stakeholder management and problem‑solving skills.

Required skills

• Change Control
• Service Management
• Integration Platforms
• Cloud Environments
• Incident Management
• Enterprise Applications
• ITIL