About the Role
We're looking for a Service Delivery Manager to be based on-site, acting as the key bridge between the client, internal teams, and offshore Managed Services and delivery teams. This role is focused on ensuring consistent service quality, SLA compliance, and smooth day-to-day operations across cloud and managed services environments (with a strong GCP focus). This position also encompasses the responsibilities of a Technical Delivery Manager and provides dedicated project supervision.
Key Responsibilities
- Own day-to-day service delivery operations in an on-site 8x5 setup.
- Act as the primary point of contact for client coordination and IT service-related communication.
- Technical Oversight & Execution: Supervise the technical work, follow up with the teams on their assigned tasks, and ensure that the work is executed on time.
- Ensure all operational SLAs and KPIs are consistently met and tracked, ensuring there is no breach of the service level agreement and KPIs.
- Follow up on the incident and problem tickets, and follow up on implementing service request tickets by the teams.
- Ensure the roles and responsibilities of the teams are defined and facilitate communication between the various levels (L1, L2, and L3) to ensure that services are managed properly.
- Project Supervision: Supervise project execution efficiently and in accordance with best practices, coordinate with the technical teams in other departments to ensure the work is executed as planned, escalate and address associated risks, and contribute to submitting periodic reports on project status.
- Architecture & Translation: Align service delivery and solutions with enterprise architecture principles, and translate business requirements into technical requirements for implementation.
- Stakeholder & Vendor Management: Manage the relationship with intersecting departments. Coordinate with internal teams and third-party vendors to ensure service continuity and issue resolution, and facilitate communication with vendors to bring the best solutions.
- Monitor service performance and proactively flag any risks or SLA breaches.
- Manage and coordinate between on-site and offshore delivery teams to ensure seamless execution.
- Lead escalation management and act as the Level 1 escalation point for the client.
- Review and validate all operational reports to ensure quality and accuracy.
- Provide regular reporting on service performance, SLA compliance, and operational activities to client stakeholders.
- Drive continuous improvement of operational processes, policies, and procedures to align with the client environment.
What We're Looking For
- Bachelor's degree in computer science, information technology, computer engineering, or equivalent.
- ITIL 4.0 Foundation Certificate.
- At least 10 years of experience in providing IT services, 5 of which must be in managed services.
- Proven experience in Service Delivery or IT Operations within a managed services or cloud environment.
- Has wide practical experience in various technologies, including extensive experience with M365 (Microsoft 365) services.
- Demonstrable experience in defining and enforcing enterprise architecture standards.
- Proven ability to translate complex business requirements into actionable technical requirements.
- Has excellent practical experience in managing teams.
- Has excellent practical experience in developing policies and procedures.
- Has excellent practical experience in quality-of-service delivery.
- Strong understanding of SLA/KPI management, reporting, and service governance.
- Experience working with distributed teams (on-site + offshore model).
- Familiarity with Google Cloud Platform (GCP) or other cloud platforms (AWS/Azure).
- Solid understanding of ITIL processes (Incident, Problem, Change Management).
- Strong communication and stakeholder management skills.
- Ability to handle escalations and work in a fast-paced, client-facing environment.
- Fluency in spoken and written Arabic and English is preferred.
