Service Delivery Manager at Ghobash Group

Dubai, Dubai, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

08 Feb, 26

Salary

0.0

Posted On

10 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Communication, Stakeholder Management, ITIL Processes, Service Delivery, Incident Management, Problem Management, Change Management, Analytical Skills, Coordination Skills, Performance Reporting, Resource Management, Vendor Coordination, Continuous Improvement, Financial Management, Contractual Management

Industry

Investment Management

Description

Company Description CNS is a technology company that powers the future by providing digital solutions essential to support all enterprise and human development. While growing and managing a robust pool of supplier-partners for the benefit of our clients has always been a priority, we are constantly re-inventing ourselves. Founded in 1987 with more than 30 years of experience, CNS employs over 320 employees including more than 250 certified engineers. We offer in-depth expertise and a range of best-in-class products that support the digital transformation of all major industries. With offices in three countries, we have an extensive reach into, and regional knowledge of the Middle East markets. A shift into levering our many years of experience to develop pioneering software in-house will add yet another dimension to our highly innovative solutions-portfolio. Job Description Responsible for managing end-to-end IT service delivery across multiple accounts, ensuring SLA compliance, operational excellence, and customer satisfaction. Oversee daily operations, team performance, and service governance in line with ITIL standards. Coordinate with internal teams and vendors to deliver reliable managed services, drive process improvements, and maintain strong client relationships with key stakeholders such as EHS, MOHAP, and IACAD. 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. Qualifications Education Bachelor’s degree in Information Technology, Computer Science, or related field Master’s Degree in IT Management, Business Administration (MBA), or related field is Desired. Experience Minimum 8–10 years of experience in IT operations or service delivery, including 3–5 years in a managerial role Experience managing large-scale managed service contracts for government or healthcare sectors (Desired) Skills & Abilities Strong leadership, communication, and stakeholder management skills In-depth understanding of ITIL processes (Incident, Problem, Change, Asset, and Service Request Management) Proven ability to manage cross-functional teams and ensure SLA compliance Excellent reporting, analytical, and coordination skills Desired: ITIL v4 Certified PMP or equivalent project management certification Experience in automation, monitoring tools (e.g., Dynatrace, ManageEngine, BMC Helix) Strong financial and contractual management capabilities Additional Information Compliance with policies and procedures based on the ISO standards adopted by CNS.

Responsibilities

Responsible for managing end-to-end IT service delivery across multiple accounts, ensuring SLA compliance and operational excellence. Oversee daily operations, team performance, and service governance in line with ITIL standards.