Job title: Service Delivery Manager
Job type: Permanent
Emp type: Full-time
Salary type: Monthly
Salary: 35,000.00 AED
Location: Abu Dhabi
Job published: 2021-10-07
Job ID: 32141
Contact name: Katie Atkins
Contact email:

Job Description

Service Delivery Managers needed for a leading digital transformation company based in Abu Dhabi on a permanent basis.


Location – Abu Dhabi

Salary 35,000-40,000 AED/month + benefits (family visa + healthcare + schooling allowance + annual flight for self and family)


Skills and experience

  • ITIL Expert certified
  • Relevant experience in IT Service Management role or similar working in a local or international IT Outsourcing service provider environment. Solid understanding of IT service best practice
  • Proven history of successfully interacting with customers and delivering solutions which meet customer expectations
  • Exceptional planning and organisation experience
  • Experience of working in a customer service environment
  • Excellent technical background on IT (infrastructure & application) management
  • Strong people management skills
  • Excellent time management
  • Excellent interpersonal and communication skills
  • Able to demonstrate initiative and a proactive approach
  • Flexible but methodical and thorough approach- Process oriented
  • Excellent leadership skills in managing dedicated Technical Operations team

Key Responsibilities

  • Manage and grow executive client relationship for a strategic account or portfolio of accounts
  • Supports client in the development of tactical and strategic IT plans and budgets
  • Identify opportunities for growth
  • Identify areas to apply cost efficiency and optimization
  • Develops and nurtures excellent client relationships at the executive and operational levels supporting the Account Manager in establishing the customer/client as a reference Account and supporting growth opportunities
  • Ensures all contracted services are delivered to the approved service model for service support
  • Acts as focal point of contact for all operational issues for the client and the delivery organizations and between Account Manager and Capability Management
  • Ensures delivery of service excellence through monitoring and reporting of performance and acting quickly to address issues as they arise
  • Manages onsite operational resources ensuring responsibilities are understood
  • Ensures that the process is adhered to in accordance to documented procedures
  • Identifies and drives optimization while managing scope, cost of delivery and resources

About the role:

To be responsible for delivery of all high value and in-scope contracted services directly to one or more clients. Works closely with the Account Manager, Project Manager and Capability Managers, service lines, offerings, and Lines of Business (LOB).