Service Delivery Manager (sdm) – L3 / Lead
Dubai, DU, AE, United Arab Emirates
Job Description
Service Delivery Manager (SDM) - L3 / Lead - Hybrid
Job Summary:
The SDM oversees all Managed Service Provider (MSP) operations, ensuring SLA/KPI compliance, accurate ITSM reporting, and coordination with infrastructure, security, AV, and SaaS teams. Acts as the primary operational contact between the customer, MSP, and MSSP.
Key Responsibilities
Lead daily operational governance across all IT service domains. Manage SLAs, KPIs, ticket compliance, and reporting accuracy. Chair monthly/weekly service review meetings with stakeholders. Implement ITIL processes (Incident/Problem/Change). Manage escalations and ensure customer satisfaction. Coordinate with MSSP for security operations alignment. Drive continual service improvement (CSI).
Required Skills
7-12 years of IT experience, 3-5 years in SDM roles. Strong knowledge of ITSM tools (ServiceNow, ManageEngine, Remedy). ITIL v3/v4 Certified. Excellent communication and leadership skills.
Job Type: Full-time
Application Question(s):
Nationality Notice Period & Earliest Joining Expected Salary How do you manage P1 escalation processes? What dashboards or reports have you previously delivered?
Experience:
SDM : 5 years (Preferred) MSP/MSSP: 5 years (Preferred) ITIL processes: 6 years (Preferred)
Location:
* Dubai (Preferred)
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Job Detail
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Job IdJD2170956
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, DU, AE, United Arab Emirates
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EducationNot mentioned