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it service delivery manager

CNS Middle East

<div>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 &amp; RESPONSIBILITIES<ul><li>
Oversee end-to-end IT service delivery for clients, ensuring adherence to SLAs, KPIs, and contractual obligations.</li><li>
Lead and manage on-site and offshore support teams, including Service Desk, NOC, Network, and Infrastructure resources.</li><li>
Conduct regular governance and review meetings with clients to present service performance, improvement plans, and incident trends.</li><li>
Manage the incident, problem, and change management processes in compliance with ITIL standards.</li><li>
Monitor and ensure high service availability, quick issue resolution, and effective escalation management.</li><li>
Collaborate with internal departments (HR, Finance, Procurement, and Logistics) to ensure smooth resource and operational management.</li><li>
Drive continuous service improvement initiatives, including automation, proactive monitoring, and process optimization.</li><li>
Prepare and present monthly performance and SLA reports, highlighting service metrics, CSAT, and action plans.</li><li>
Manage resource planning, hiring, replacements, and performance reviews in coordination with HR and project leads.</li><li>
Ensure cost efficiency and margin control while maintaining high-quality service delivery.</li><li>
Oversee vendor coordination for renewals, upgrades, and issue resolutions (e.g., Cisco, Dynatrace, ManageEngine, VMware, etc.).</li><li>
Maintain strong client relationships with IT Directors and senior stakeholders, acting as a single point of contact (SPOC) for all service-related matters.</li><li>
Ensure compliance with organizational policies, governance frameworks, and audit requirements.</li></ul> 

Qualifications 
Education<ul><li>
Bachelor&rsquo;s degree in Information Technology, Computer Science, or related field</li><li>
Master&rsquo;s Degree in IT Management, Business Administration (MBA), or related field is Desired.</li></ul>
Experience<ul><li>
Minimum 8&ndash;10 years of experience in IT operations or service delivery, including 3&ndash;5 years in a managerial role</li><li>
Experience managing large-scale managed service contracts for government or healthcare sectors (Desired)</li></ul>
Skills &amp; Abilities<ul><li>
Strong leadership, communication, and stakeholder management skills</li><li>
In-depth understanding of ITIL processes (Incident, Problem, Change, Asset, and Service Request Management)</li><li>
Proven ability to manage cross-functional teams and ensure SLA compliance</li><li>
Excellent reporting, analytical, and coordination skills</li></ul>
Desired:<ul><li>
ITIL v4 Certified</li><li>
PMP or equivalent project management certification</li><li>
Experience in automation, monitoring tools (e.g., Dynatrace, ManageEngine, BMC Helix)</li><li>
Strong financial and contractual management capabilities</li></ul> 
Additional Information<div></div> 
Compliance with policies and procedures based on the ISO standards adopted by CNS.</div>

Service Delivery Manager

Ministry of Education Dubai

Job Description Since the establishment of the union of the United Arab Emirates in 1971, education has received the utmost attention of the founding leader, Sheikh Zayed bin Sultan Al Nahyan, may Allah have mercy on him, and his founding brothers. They believed that education was the cornerstone of building an enabled community that could keep pace with the advancements. Over the past decades, the wise leadership of the country was keen on building an educational system that matched its counterparts in the advanced nations. It harnessed for this purpose all the required capabilities, to achieve the country's agenda and national vision in this regard. Sincere efforts have also been made to develop education and adopt the best systems that achieve high-quality education outputs, to achieve the future visions and aspirations of the wise leadership. Since investing in human capital is the main objective, the UAE has been keen on establishing the Ministry of Education and creating the appropriate environment to build pioneering Emirati schools, in terms of standards, form, and content they provide. It also made sure that such schools provided high-quality educational environment and owned the most technically advanced tools to be able to graduate generations that could pursue their university education confidently in higher education institutions to fulfil the requirements of labour market. The MOE has also provided a smart learning system and high-quality digital platforms, side by side with the continuous development of school curriculums, according to national learning standards, assessment policy that is based on assessing for learning, and highest quality standards that match the best international practices. Various learning tracks, moreover, have been provided to support the capabilities and skills of students and achieve the country's strategy of encouraging the culture of creativity and innovation through providing the students with the skills of the 21st century and motivating them to have new ideas that relate to the reality they live in and foresee the future. This will eventually help in finding radical, sustainable solutions to the major issues, improving competitiveness, and supporting smart government in its attempts to keep pace with global advancements, advance education, and push it to broad horizons of excellence, leadership, and competitiveness. Department Definition: Seeking a dynamic and experienced Director of Digital Operations to lead and manage key IT functions, including Network and Platform Management, IT Support &amp; Service Delivery, and Control &amp; Monitoring Management. The ideal candidate will oversee the seamless operation of IT infrastructure, ensuring reliability, scalability, and alignment with the organization s digital transformation goals. Main Job Duties &amp; Responsibilities: Network &amp; Platform Management Section: - Oversee the design, implementation, and maintenance of network infrastructure, including LAN, WAN, and wireless systems. - Ensure the reliability, scalability, and performance of IT platforms and network systems. - Implement proactive monitoring tools and resolve network-related incidents promptly. - Collaborate with teams to integrate emerging technologies into the IT infrastructure. IT Support &amp; Service Delivery Section: - Lead and enhance the Service Desk operations to deliver exceptional technical support, ensuring seamless user experience for all stakeholders. - Drive IT service delivery excellence by aligning processes with established SLAs, organizational goals, and industry best practices. - Implement and monitor performance metrics to improve incident response and resolution times, proactively addressing recurring issues to enhance overall service quality. - Foster a customer-centric approach by continuously evaluating and improving user satisfaction through feedback, data analysis, and service reviews. - Oversee user enablement programs, including tailored training sessions, knowledge base development, and multi-channel support (e.g., phone, email, live chat) to empower end-users and reduce dependency on support teams. Control &amp; Monitoring Management Section: - Lead the implementation of system monitoring tools to proactively detect and address issues. - Ensure operational visibility and analytics through dashboards and performance metrics. - Supervise the resolution of critical issues to minimize disruptions in IT services. - Oversee the creation and delivery of operational reports to senior leadership. Definition: Skills - 15+ years of experience in IT Operations. - A bachelor s or master s degree in computer science, Data Science, Information Technology, or a related field. - Knowledge of ITIL frameworks and incident management best practices. - Familiarity with network monitoring tools, service desk platforms, and analytics systems. - Experience with cloud platforms and digital transformation initiatives. - Strong understanding of cybersecurity principles and compliance requirements. - Ability to drive innovation and optimize IT service delivery processes. - Communication: Excellent skills to convey technical information to diverse stakeholders. - Problem-Solving: Analytical skills to address challenges and make data-driven decisions. - Change Management: Expertise in managing transitions and technology adoption. - Project Management: Experience overseeing large-scale IT projects and ensuring timely delivery. - Speaking, Reading &amp; Writing English &amp; Arabic.

Director - IT Digital Operation (UAE National)

Confidential Company

<ul><li>Track and monitor service requests and work orders, ensuring they are resolved within agreed SLAs.</li><li>Coordinate with technicians, authorized service centers, and third-party vendors to ensure timely service delivery.</li><li>Follow up with external service vendors to ensure adherence to contractual terms and compliance requirements.</li><li>Maintain service records and provide regular reports on SLA performance, compliance, and outstanding cases.</li><li>Ensure customer complaints and escalations are handled promptly and resolved to satisfaction.</li><li>Support the Service Manager in identifying process gaps and recommending improvements in service operations.</li><li>Ensure proper documentation, warranty validation, and closure of work orders.</li><li>Collaborate with logistics and parts teams to ensure timely availability of spare parts required for service.</li></ul>

Service Delivery Executive

Majid Al Futtaim

Key Responsibilities
<ul>
<li>Design, implement, and maintain robust IT service management frameworks in line with ITIL or similar industry standards.</li>
<li>Oversee key ITSM processes such as incident, problem, change, and release management to ensure operational continuity.</li>
<li>Lead the Continuous Service Improvement (CSI) function by identifying and executing improvement initiatives across IT operations.</li>
<li>Develop and track KPIs to measure service performance, prepare reports, and deliver insights for data-driven decision-making.</li>
<li>Collaborate with cross-functional teams to align IT services with business objectives and ensure customer satisfaction.</li>
<li>Act as a senior escalation point for high-impact incidents, ensuring timely communication, root cause analysis, and resolution.</li>
<li>Manage and mentor the ITSM and CSI team, promoting best practices, accountability, and a proactive service culture.</li>
<li>Conduct governance reviews, maintain documentation, and ensure adherence to compliance standards.</li>
<li>Work closely with DevOps and infrastructure teams to align service delivery with agile and automation principles.</li>
<li>Continuously assess ITSM tools, recommending improvements or new solutions to enhance efficiency and transparency.</li>
</ul>

Lead Service Management & Continuous Service Improvement

DXC Technology

Key Responsibilities: <ul> <li>Oversee the end-to-end delivery of ServiceNow solutions and services, ensuring they are delivered on time, within scope, and within budget.</li> <li>Manage and lead the ServiceNow delivery team, including developers, administrators, and business analysts.</li> <li>Ensure adherence to ITIL and other relevant best practices in service management.</li> </ul> Client Relationship Management: <ul> <li>Serve as the primary point of contact for clients regarding ServiceNow services and support.</li> <li>Build and maintain strong relationships with clients, understanding their needs, and ensuring their satisfaction with ServiceNow services.</li> <li>Conduct regular service review meetings with clients to discuss performance, improvements, and future needs.</li> </ul> Project Management: <ul> <li>Lead and manage ServiceNow implementation projects, including planning, execution, monitoring, and closing phases.</li> <li>Develop and maintain project plans, schedules, and budgets.</li> <li>Ensure effective communication and coordination among project stakeholders.</li> </ul> Quality Assurance and Improvement: <ul> <li>Implement and monitor quality assurance processes to ensure the delivery of high-quality ServiceNow solutions.</li> <li>Identify opportunities for service improvements and implement changes to enhance service delivery.</li> <li>Conduct post-implementation reviews and lessons learned sessions to continuously improve service delivery processes.</li> </ul> Team Leadership and Development: <ul> <li>Provide leadership, mentorship, and development opportunities to the ServiceNow delivery team.</li> <li>Conduct regular performance reviews and provide constructive feedback.</li> <li>Foster a collaborative and high-performing team culture.</li> </ul> Service Monitoring and Reporting: <ul> <li>Monitor service performance metrics and ensure adherence to Service Level Agreements (SLAs).</li> <li>Prepare and present regular service performance reports to clients and senior management.</li> <li>Proactively identify and resolve service issues to minimize disruptions and maintain service quality.</li> </ul>

ServiceNow Service Delivery Manager

Hilton

<div>Restaurant Manager for Conrad Dubai
A Restaurant Manager will oversee and direct the seamless operation of the restaurants by delivering highly efficient, effective service ensuring all financial, legal and brand standards are met. The Restaurant Manager will be responsible for supporting the execution of business strategy in collaboration with the Director of Food &amp; Drinks, while ensuring the delivery of an outstanding guest experience. 
 
What will I be doing?
As a Restaurant Manager, you are responsible for managing restaurant operations to deliver an excellent Guest and Member experience. To excel in this role you should maintain the attitude, behaviours and values that follow.<ul><li>
Effectively Manager the daily operations of the restaurant ensuring smooth and efficient service.</li><li>
Supervise and support all team members to uphold the agreed standards of food and beverage service.</li><li>
Liaise and cooperate effectively with other departments to ensure a seamless coordination in service delivery.</li><li>
Ensure compliance with Health and Safety, Food Hygiene, and all statutory regulations.
</li><li>Manage the restaurants operational budgets, ensuring strict cost control and expenditure approval.</li><li>
Design and implement sales promotions</li><li>
Manage supplier relationships placing orders as needed based on business demands.</li><li>
Ensure all internal control systems and audit requirements are adhered to at all times.</li><li>
Train, coach and develop team members to enhance skills, product knowledge and service excellence.</li><li>
Foster a learning culture where team members feel valued, motivated and rewarded.
</li></ul>What are we looking for?
A Restaurant Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To excel in this role, you should;<ul><li>
Have strong knowledge of restaurant operations, including front of house service, food and beverage menus, and luxury service standards.</li><li>
Be proficient with reservation systems, POS platforms, inventory management systems, and daily financial reconciliation</li><li>
Have solid understanding of P&amp;L management, budgeting, labour cost control and financial reporting.</li><li>
Have proven leadership skills with the ability to inspire, motivate and manager diverse teams effectively,</li><li>
Be skilled in employee scheduling, delegation, coaching, performance management and conflict resolution.</li></ul> 
What will it be like to work for Conrad Hotels and Resorts?
Conrad Hotels &amp; Resorts combines contemporary design, sophisticated amenities and personalized service. Conrad&rsquo;s guest service is instinctive, discreet and enhanced by innovation to provide exceptional travel experiences all over the world. And, our amazing Team Members are at the heart of it all!</div>

Restaurant Manager for Conrad Dubai

Job Description:The Service Manager has a daily operations responsibility to run and manage the processes execution (i.e. Incident, Change, Problem Management and Capacity Management).Ensure delivery teams are aware of all the processes, procedures and available documentation.Participate to internal delivery reviews and meetings, drives delivery toward excellence and proactivity.CommunicationInterfacing with the client IT Leadership and VIP community members.Interfacing with Customer counterparts (Process owners, Service Management Function).Communicate service status and issues to Client IT Leadership.Incident ManagementManage the incident lifecycle, including detection, logging, classification, prioritization, investigation, resolution, and closure of incidents.o Coordinate with IT teams and service desk to ensure timely resolution of incidents and minimize downtime.o Escalate incidents as necessary according to established escalation processes.o Communicate incident status, impact, and resolution progress to stakeholders, including users and management.o Conduct post-incident reviews to identify root causes and ensure continuous improvement in incident management processes.o Maintain and update the incident management process documentation and ensure compliance with ITIL or other relevant frameworks.o Develop and deliver training on incident management processes and tools to IT staff.o Collaborate with Problem and Change Managers to ensure seamless coordination between incident, problem, and change management processes.Skills &amp; Requirementso Expertise in incident management and coordination.o Strong analytical and problem-solving skills.o Excellent communication and interpersonal skills.o Ability to work under pressure and manage high-stress situations.o Strong organizational and multitasking skills.

On-site - Incident Manager

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