Service Delivery Manager Ghobash Group

1. Service Delivery Management & Operations:

• Oversee end-to-end IT managed services delivery, ensuring compliance with SLAs and KPIs.
• Lead service teams in managing incidents, requests, problem resolution, and change management.
• Continuously optimize IT operations by implementing ITIL best practices and automation.
• Maintain high availability of critical IT infrastructure, applications, and cloud environments.
• Ensure proactive monitoring, reporting, and service reviews to minimize downtime.

2. Client & Stakeholder Management:

• Act as the primary point of contact for clients, ensuring expectations are met or exceeded.
• Conduct regular client meetings, QBRs (Quarterly Business Reviews), and service improvement discussions.
• Address escalations, resolve service-related issues, and manage crisis situations effectively.
• Work closely with internal teams (network, security, cloud, DevOps) to deliver seamless service.

3. ITIL & Service Management Excellence:

• Implement and enforce ITIL best practices for service delivery, incident, problem, and change management.
• Develop and maintain service catalogs, SLAs, and operational procedures.
• Drive service improvement initiatives using ITSM platforms like ServiceNow, BMC Remedy, or Manage Engine

4. Financial & Performance Management:

• Manage service budgets, cost optimization, and resource allocation.
• Drive service revenue growth and profitability by identifying upsell opportunities.
• Track key performance indicators (KPIs) and service efficiency metrics.

5. People & Vendor Management:

• Lead and mentor a team of service desk engineers, technical support staff, and service managers.
• Conduct performance reviews, training programs, and succession planning.
• Manage third-party vendors and service providers to ensure contractual adherence.

6. Security, Compliance & Risk Management:

• Ensure IT services comply with industry regulations (ISO 27001, GDPR, NIST).
• Enforce security best practices, incident response, and data protection policies.
• Mitigate risks by conducting regular service audits and assessments.