Service Delivery Manager

BlackStone eIT

Responsibilities

\- Manage end-to-end delivery of IT managed services in accordance with contractual SLAs and KPIs.
\- Monitor service performance, availability, incident resolution, and customer satisfaction.
\- Manage incident, problem, and change management processes in an ITIL-aligned environment.
\- Handle escalations, root cause analysis (RCA), and corrective action plans.
\- Prepare monthly and quarterly service performance reports and SLA dashboards.
\- Conduct regular service review meetings with stakeholders.
\- Coordinate with technical teams and third-party vendors to ensure timely service delivery.
\- Manage risks, service issues, and continuous service improvement initiatives.
\- Coordinate change control approvals for system upgrades, patches, and service changes.
\- Maintain accurate service documentation and ensure compliance with agreed standards.

\- 10+ years of experience in IT service delivery management.
\- Strong experience managing enterprise IT services against contractual SLAs and KPIs.
\- Solid knowledge of ITIL-based incident, problem, and change management.
\- Proven experience in escalation management, RCA, and service performance reporting.
\- Experience coordinating cross-functional technical teams and external vendors.
\- Strong stakeholder management, communication, and problem-solving skills.
\- Experience with ServiceNow, Jira Service Management, BMC Remedy, or similar tools.
\- Strong risk management and continuous service improvement capabilities.
\- Excellent English communication skills.

\- Bachelor's degree in Computer Science, Information Technology, or a related field.
\- ITIL Foundation certification.
\- PMP or equivalent project management certification.
\- Additional service management certifications are an advantage.

BlackStone eIT · Dubai, United Arab Emirates · Full-time · Posted 2026-10-28