service delivery lead

Accenture

Skill required: Procure to Pay - Payment Processing Operations 
Designation: Procure to Pay Operations Manager 
Qualifications:Any Graduation
 
Years of Experience:13 to 18 years
 
About Accenture 
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song&mdash; all powered by the world&rsquo;s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
 
What would you do? A service delivery Lead is responsible for making sure that services are being seamlessly delivered to the clients of an organization. They are in charge of a variety of tasks, such as leading delivery teams, , rectifying reliability issues, monitoring progress, tracking CPI, KPIs,. A service delivery Lead is a vital role in boosting the Client experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands. &bull; Great understanding of Finance and Accounts business ( PTP Preferable) &bull; Collaborating with technical design teams to set standards for software, hardware, and security &bull; Enabling high-level performance benchmarks for process after screening PMM, Celonis and available data POV&rsquo;s Make payments using checks, wire, swift, direct debits etc. as part of invoice processing cycle. Additionally, execute manual payments and automated payment runs, run potential duplicate payments reports and take appropriate action and execute payment related controls. 
What are we looking for? &bull; Providing functional SME support to the team to manage client / teams effectively 1. Client Relationship Management: Service Delivery Leads need strong interpersonal and communication skills to build and maintain relationships with clients. They should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process. 2. Leadership: They should possess leadership qualities to guide and motivate their team members. This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork. 3. Project Management: Service Delivery Lead often oversee multiple projects or initiatives. 4. Problem-Solving: Service Delivery Lead should be adept at analyzing complex situations, identifying problems, and proposing effective solutions. They should have the ability to think critically and make decisions quickly to address service-related challenges. 5. Financial Management: They should have knowledge of budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goals. Continuous Improvement: Service Delivery Leads should have a mindset of continuous improvement. They should proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.
 
Roles and Responsibilities: &bull; Strong Domain / Technical Knowledge: Hands-on ETE experience to manage PTP, MDM and SCM clients in Managed service model &bull; Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary &bull; Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews &bull; Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery &bull; Developing a deep understanding of projects to gain insights into the scope of service delivery &bull; Taking accountability for service delivery performance, meeting customer expectations, and driving future demand &bull; Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization Performance and Quality Management &bull; Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades &bull; Providing accurate and regular reports to the management on performance of the service delivery &bull; Leading personnel management, including staff recruitment, performance assessment, training, and mentoring &bull; Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
 
Any Graduation

Procure to Pay Operations Manager

Infogain

<div>
 
 Roles &amp; Responsibilities
 
 
 
 
 Service Delivery Manager (SDM)
 
 will provide delivery leadership for multiple engineering teams within an infrastructure managed service offering. The SDM is a customer facing role and requires successful management client and employee expectations. The position also requires leadership, strong ability to multi-task, prioritize, communicate, and provide direction for a global and diverse set of teams. The successful candidate will have the ability to manage and evolve existing services across multiple practices and assist partner teams with growth strategies.
 
 
 
 Roles And Responsibilities
 
 
 
 <ul>
 <li>
 Provide leadership to diverse engineering teams.
 </li>
 <li>
 Develop, implement and monitor real-time data analytics and report to customers on service delivery performance regularly.
 </li>
 <li>
 Engage in team member on-boarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place and followed by each program.
 </li>
 <li>
 Lead internal and customer meetings covering delivery performance, service improvements, and quality.
 </li>
 <li>
 Be accountable for the quality of service and performance; ensure future demand from growth and projects are well defined and proposed solutions are communicated to the customer in a timely manner.
 </li>
 <li>
 Work closely with partner teams to support growth, including help with services content for Statements of Work/RFPs, and the development of enhanced managed service capabilities.
 </li>
 <li>
 Collaborate with lead engineers and stakeholders to define the roadmap for all programs and translate into action items to be implemented.
 </li>
 <li>
 Work closely with resourcing teams to develop program pipelines and a process for hiring strong candidates and interview where necessary.
 </li>
 <li>
 Further develop and maintain employee retention goals and incentives for employee satisfaction.
 </li>
 <li>
 Lead the collaborative and flexible project planning process by prioritizing the work that needs to be done against the capacity and capability of the team.
 
 
 </li>
 </ul>
 
 Skills And Experience
 
 
 
 <ul>
 <li>
 5+ years&rsquo; experience selecting and leading a global team of network engineers delivering business value using technology solutions in high-tech operations space.
 </li>
 <li>
 3+ years of experience with Service Delivery and Client Management with strong customer relationship management skills.
 </li>
 <li>
 Proven ability to understand and manage problem solving and opportunities in the context of IT infrastructure solutioning, design and deployment in a major network services environment.
 </li>
 <li>
 Analytical, problem-solving, and negotiation experience.
 </li>
 <li>
 Coordination and multi-tasking experience across a regional/global scope
 </li>
 <li>
 Experienced in executing multiple tasks simultaneously.
 </li>
 <li>
 Experienced collaborating with different individuals across external organizations, within other geographies, and "roll-up the sleeves" in order to accomplish all necessary tasks.
 </li>
 <li>
 Cross-functional leadership experience.
 </li>
 <li>
 Organizational and time management experience.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in MIS, computer science, systems engineering, electrical engineering, business or a related field.
 </li>
 <li>
 Networking or data center experience with a minimum certification of CCNA/JNCIA or equivalent.
 </li>
 <li>
 Strong interpersonal skills and ability to supervise, mentor, and lead teams of up to 50 engineers.
 </li>
 <li>
 Understanding of operations &amp; technologies within the infrastructure capacity provisioning and deployment practices.
 </li>
 <li>
 Ability to create quarterly business reviews using data analysis/metrics, data compilation, deck preparation, message consistency and client collaboration.
 </li>
 <li>
 Understanding of basic P&amp;L and financial management.
 </li>
 <li>
 Excellent English oral and written communication skills with the ability to speak and write at executive levels.
 
 
 </li>
 </ul>
 
 Experience
 
 
 
 <ul>
 <li>
 14-16 Years
 
 
 </li>
 </ul>
 
 Skills
 
 
 
 <ul>
 <li>
 Primary Skill: Product Management (SDT)
 </li>
 <li>
 Sub Skill(s): Product Management (SDT)
 </li>
 <li>
 Additional Skill(s): Product Management (SE), JIRA, Stakeholder Management, Delivery Management (SE)
 
 
 </li>
 </ul>
 
 About The Company
 
 
 
 Infogain is a human-centered digital platform and software engineering company based out of Silicon Valley. We engineer business outcomes for Fortune 500 companies and digital natives in the technology, healthcare, insurance, travel, telecom, and retail &amp; CPG industries using technologies such as cloud, microservices, automation, IoT, and artificial intelligence. We accelerate experience-led transformation in the delivery of digital platforms. Infogain is also a Microsoft (NASDAQ: MSFT) Gold Partner and Azure Expert Managed Services Provider (MSP).
 
 
 Infogain, an Apax Funds portfolio company, has offices in California, Washington, Texas, the UK, the UAE, and Singapore, with delivery centers in Seattle, Houston, Austin, Krak&oacute;w, Noida, Gurgaon, Mumbai, Pune, and Bengaluru.
</div>

Product Manager

VaporVM

<div><div><div>Date Posted:</div>
12 February, 2026</div>
<div><div>Industry:</div>
IT Services and IT Consulting</div>
<div><div>Location:</div>
VAPORVM IT SERVICES DMCC</div></div>
 <div><h2 class="jobSectionHeader">Job Description:</h2> 
<div><h1 class="jobSectionHeader">Service Delivery Manager</h1>
<h1 class="jobSectionHeader">Telco Cybersecurity Operations</h1>
<h1 class="jobSectionHeader">Role Purpose</h1>

The Service Delivery Manager (SDM) is accountable for the end-to-end delivery, stability, and continuous improvement of Telco Cybersecurity Operations, ensuring contractual, regulatory, and operational commitments are consistently met. This role acts as the primary operational interface between cybersecurity operations, network/NOC teams, vendors, and client stakeholders, ensuring SLAs, OLAs, and SLOs are achieved while protecting the integrity, independence, and operational effectiveness of the cybersecurity function.
<h1 class="jobSectionHeader">
Key Responsibilities</h1>
<h2 class="jobSectionHeader">Service Delivery &amp; Operational Governance</h2>
<ul><li>Own and manage end-to-end service delivery for Telco Cybersecurity Operations (SOC, NOC-SOC integration, network security, infrastructure security).</li></ul>
<ul><li>Define, monitor, and enforce SLAs, OLAs, and SLOs across internal teams, partners, and third-party vendors.</li></ul>
<ul><li>Ensure service continuity, availability, and resilience across mission-critical telco environments (core, access, transport, IMS, MCX, IoT).</li></ul>
<ul><li>Chair and govern operational service reviews, including daily, weekly, and monthly service cadence.</li></ul>
<ul><li>Drive service improvement initiatives based on trend analysis, RCA, and operational KPIs.</li></ul> 

<h2 class="jobSectionHeader">
Stakeholder &amp; Client Management</h2>
<ul><li>Act as the single accountable operational owner for cybersecurity service delivery toward the customer.</li></ul>
<ul><li>Lead senior stakeholder engagement across technology, network, operations, and business teams.</li></ul>
<ul><li>Represent cybersecurity operations in cross-functional forums, ensuring security positions are clearly articulated, justified, and professionally defended using risk, impact, and service-assurance arguments.</li></ul>
<ul><li>Manage escalations calmly and authoritatively, balancing service availability, security posture, and contractual obligations.</li></ul>
<ul><li>Build strong, trusted relationships with client counterparts, including service owners, NOC heads, infrastructure leaders, and risk/compliance teams.</li></ul>
<h2 class="jobSectionHeader">
SLA / OLA / SLO Management &amp; Reporting</h2>
<ul><li>Design, implement, and continuously refine service metrics and dashboards.</li></ul>
<ul><li>Ensure transparent and accurate SLA reporting, including breach analysis and remediation plans.</li></ul>
<ul><li>Translate technical service data into executive-level insights for senior management.</li></ul>
<ul><li>Drive corrective actions and service recovery plans when targets are at risk.</li></ul>
<ul><li>Lead service acceptance, transition, and stabilization for new services or platforms.</li></ul>
<h2 class="jobSectionHeader">
Team Leadership &amp; People Management</h2>
<ul><li>Lead and manage large, multi-disciplinary operations teams, including SOC analysts, security engineers, NOC interfaces, and service coordinators.</li></ul>
<ul><li>Establish clear roles, RACI, shift models, and escalation paths.</li></ul>
<ul><li>Foster a culture of operational discipline, accountability, and continuous improvement.</li></ul>
<ul><li>Coach team leads and senior engineers on stakeholder communication, prioritization, and incident handling.</li></ul>
<ul><li>Ensure operational readiness through training, runbooks, and drills.</li></ul> 

<h2 class="jobSectionHeader">
Telco, NOC &amp; Security Operations Integration</h2>
<ul><li>Ensure seamless operational integration between SOC and NOC functions.</li></ul>
<ul><li>Oversee security monitoring across telco networks, core infrastructure, cloud platforms, and critical applications.</li></ul>
<ul><li>Coordinate incident handling across network, security, and IT domains.</li></ul>
<ul><li>Ensure incident, problem, and change management processes align with telco operational realities.</li></ul>
<ul><li>Support major incident management (MIM) and post-incident reviews.</li></ul>
<h2 class="jobSectionHeader">
Risk, Compliance &amp; Service Assurance</h2>
<ul><li>Ensure cybersecurity services align with regulatory, contractual, and internal governance requirements.</li></ul>
<ul><li>Participate in audits, compliance reviews, and service assurance assessments.</li></ul>
<ul><li>Ensure service delivery models support high-availability and mission-critical environments.</li></ul>
<ul><li>Identify operational risks early and implement mitigation plans.</li></ul>
<h1 class="jobSectionHeader">
Required Experience &amp; Qualifications</h1>
<h2 class="jobSectionHeader">Experience</h2>
<ul><li>10+ years in service delivery, operations, or managed services roles within Telco, Critical Infrastructure, or Large Enterprise environments.</li></ul>
<ul><li>Strong hands-on experience managing SLA, OLA, and SLO-driven services.</li></ul>
<ul><li>Proven background in NOC operations, Telco networks, or large-scale infrastructure operations.</li></ul>
<ul><li>Demonstrated experience managing large operations teams (24&times;7 environments preferred).</li></ul>
<ul><li>Prior exposure to SOC / Cybersecurity Operations within telco or service provider environments.</li></ul>
<ul><li>Track record of managing complex stakeholders and high-pressure operational situations.</li></ul>
<h1 class="jobSectionHeader">
Technical &amp; Domain Knowledge</h1>
<ul><li>Solid understanding of: Telco network architectures (core, access, transport)</li></ul>
<ul><li>NOC operations and tooling</li></ul>
<ul><li>SOC operations, incident management, and escalation models</li></ul>
<ul><li>Network and infrastructure security concepts</li></ul>
<ul><li>Familiarity with ITSM frameworks (ITIL or equivalent).</li></ul>
<ul><li>Comfortable engaging with engineers, architects, and executives alike.</li></ul>
<h1 class="jobSectionHeader">
Leadership &amp; Behavioral Attributes</h1>
<ul><li>Strong executive presence with the ability to hold firm positions professionally and credibly.</li></ul>
<ul><li>Calm, structured, and decisive under pressure.</li></ul>
<ul><li>Excellent communication skills&mdash;both written and verbal.</li></ul>
<ul><li>Highly organized with strong governance and follow-through.</li></ul>
<ul><li>Able to balance security rigor with service availability and business priorities.</li></ul>
<h1 class="jobSectionHeader">
Preferred / Nice to Have</h1>
<ul><li>Experience in mission-critical telco services (MCX, public safety, private LTE/5G).</li></ul>
<ul><li>Experience in multi-vendor, multi-technology environments.</li></ul>
<ul><li>Exposure to regulatory or national critical infrastructure environments.</li></ul>
<ul><li>Formal ITSM or service management certifications.</li></ul></div></div>

Service Delivery Manager

Creativelogicx

Owns the delivery performance of services, ensuring SLA/KPI compliance, service governance, risk control, and client satisfaction. Acts as the operational bridge between clients, internal teams, and partners, driving excellence in IT service delivery across global accounts.Responsibilities1. Service Governance &amp; Client Engagement<ul><li>Lead Monthly/Quarterly Service Reviews with clients, presenting SLA dashboards, incident trends, and improvement plans.</li><li>Maintain governance frameworks for each account &mdash; ticket performance, resource utilization, risk registers, and service roadmaps.</li><li>Partner with Client Success Managers to ensure service performance aligns with client expectations.</li></ul>2. Operational Oversight<ul><li>Govern daily service delivery operations across accounts (Hands &amp; Feet dispatch, field services, infra rollouts, support).</li><li>Ensure SLA/KPI compliance across incidents, requests, and problem management.</li><li>Oversee knowledge base usage, playbooks, and escalation workflows.</li></ul>3. Escalation &amp; Risk Management<ul><li>Act as escalation bridge between client stakeholders, engineers, and internal finance/ops teams.</li><li>Lead incident reviews, drive root-cause analysis (RCA), and ensure corrective/preventive actions are implemented.</li><li>Proactively identify risks (capacity, resource, compliance) before they impact service delivery.</li></ul>4. Resource &amp; Vendor Coordination<ul><li>Coordinate resource allocation with internal teams and global partner networks.</li><li>Manage subcontractors/vendors for service delivery, ensuring compliance and SLA performance.</li><li>Balance resource load between steady-state delivery and project activities.</li></ul>5. Reporting &amp; Financial Alignment<ul><li>Provide structured reporting: weekly/monthly dashboards, SLA trends, cost vs budget, margin tracking.</li><li>Support commercial teams in identifying service improvement opportunities tied to renewals or expansions.</li><li>Monitor service profitability &mdash; utilization, field travel, penalties, and cost leakage.</li></ul>6. Continuous Service Improvement (CSI)<ul><li>Drive ongoing improvement initiatives &mdash; automation, process refinement, knowledge management.</li><li>Benchmark against industry best practices (ITIL, ISO, client requirements).</li><li>Promote a culture of proactive service delivery and operational excellence.</li></ul>REQUIREMENTS(MUST HAVE /MANDATORY)&middot; 8&ndash;10 years of experience in IT service delivery governance, with 5+ years in SLA-driven environments.&middot; Proven record of managing enterprise client accounts across multiple regions.&middot; Strong knowledge of ITIL processes (incident, problem, change, request).&middot; Demonstrated capability in escalation management and RCA/SIP.&middot; Excellent communication and client-facing presentation skills.&middot; Ability to coordinate cross-functional and multi-vendor teamsREQUIREMENTS(NICE TO HAVE / PREFFERED)&middot; ITIL Intermediate/Expert certification.&middot; Experience with enterprise ITSM platforms (ServiceNow, Remedy, Jira Service Management).&middot; Familiarity with dispatch/field engineering models and global subcontractor networks.&middot; Financial acumen &mdash; understanding of cost, margin, and commercial levers.&middot; Prior experience with global IT services/consulting companies.Job Type: Full-timeWork Location: In person

Service Delivery Manager (Commercial)

Tata Consultancy Services

<div>
 
 The Service Delivery Manager is responsible for leading and managing end-to-end IT service delivery operations, with a strong focus on ITIL-aligned processes and End User Computing (EUC) services. The role ensures high-quality, efficient, and customer-centric IT services while driving continuous improvement, compliance, and operational excellence across distributed teams and complex environments.
 
 
 
 
 
 
 Key Responsibilitie
 
 s
 
 
 
 1. Service Delivery &amp; Operations Management
 
 
 
 &middot; Own overall delivery of IT services across End User Computing landscape (Windows/Mac endpoints, mobility, collaboration tools, application packaging, patching, device lifecycle).
 
 
 &middot; Ensure adherence to ITIL best practices across Incident, Problem, Change, Asset, and Knowledge Management.
 
 
 &middot; Maintain service quality through monitoring SLAs, OLAs, KPIs, and customer satisfaction metrics.
 
 
 &middot; Ensure smooth execution of BAU operations and major operational events (releases, upgrades, transitions, migrations).
 
 
 &middot; Lead escalations and ensure timely closure with RCA and preventive action plans.
 
 
 
 2. Stakeholder &amp; Customer Management
 
 
 
 &middot; Serve as the single point of contact (SPOC) for senior business stakeholders, technology partners, and internal leadership.
 
 
 &middot; Facilitate governance meetings, service reviews, and executive-level reporting.
 
 
 &middot; Understand business needs and translate them into operational priorities and service improvements.
 
 
 
 3. Team Leadership &amp; Performance Management
 
 
 
 &middot; Manage and mentor cross-functional teams, including service desk, deskside support, EUC engineers, L2/L3 operations, and vendor teams.
 
 
 &middot; Drive talent development, succession planning, and team capability uplift.
 
 
 &middot; Enforce high performance, quality, and service culture across global teams.
 
 
 
 4. End User Computing Expertise
 
 
 
 &middot; Oversee endpoint management platforms like MECM/SCCM, Intune, Autopilot, JAMF, MDM solutions.
 
 
 &middot; Guide teams on imaging, application packaging, patching, OS deployment, device security baselines, and device lifecycle refresh.
 
 
 &middot; Ensure adherence to compliance, cybersecurity, and enterprise architecture standards.
 
 
 
 5. ITIL Governance &amp; Process Excellence
 
 
 
 &middot; Implement and enhance ITIL processes driving operational consistency.
 
 
 &middot; Drive continual service improvement (CSI) through analytics, automation, and proactive problem management.
 
 
 &middot; Support audits, compliance checks, and risk assessments.
 
 
 
 6. Project &amp; Transition Management
 
 
 
 &middot; Lead service transitions, onboarding new services, technology rollouts, and EUC modernization initiatives.
 
 
 &middot; Work closely with PMO and architects on planning, readiness, and execution.
 
 
 &middot; Ensure documentation (SOPs, runbooks, SLAs) is complete and kept current.
 
 
 
 
 
 
 Required Skills &amp; Competencies
 
 
 
 
 Technical Skills
 
 
 
 &middot; Deep hands-on understanding of EUC technologies:
 
 
 o Microsoft Endpoint Manager (SCCM/MECM, Intune, Autopilot)
 
 
 o Windows 10/11, macOS, M365, Active Directory, Group Policies
 
 
 o VDI technologies (Citrix/VMware) &ndash; preferred
 
 
 o MDM/MAM solutions, Collaboration tools (Teams, Outlook, SharePoint)
 
 
 &middot; Strong knowledge of ITIL framework, service operations, and governance.
 
 
 &middot; Experience with CMDB, ITSM tools (ServiceNow preferred).
 
 
 
 Leadership &amp; Behavioral Skills
 
 
 
 &middot; Strong communication (written &amp; verbal), negotiation, and customer-facing skills.
 
 
 &middot; Ability to manage diverse global teams and vendors.
 
 
 &middot; Strategic thinker with an analytical and problem-solving mindset.
 
 
 &middot; High attention to detail, accountability, and ownership.
 
 
 &middot; Ability to operate under pressure and manage large-scale environments.
 
 
 
 
 
 
 Experience Requirements
 
 
 
 &middot; 15+ years of overall IT experience, with a minimum of 8+ years in Service Delivery Management roles.
 
 
 &middot; Proven leadership in large, complex enterprise IT environments.
 
 
 &middot; Demonstrated expertise in End User Computing delivery and operational excellence.
 
 
 &middot; Experience handling global stakeholders and distributed support teams.
 
 
 &middot; Prior experience managing ITIL-based service operations and transformation programs.
 
 
 
 
 
 
 Education &amp; Certifications
 
 
 
 &middot; Bachelor&rsquo;s degree in Computer Science, IT, Engineering, or equivalent.
 
 
 &middot; ITIL v3/v4 Foundation Certification (mandatory).
 
 
 &middot; ITIL Intermediate/Expert level certifications (preferred).
 
 
 &middot; Relevant technology certifications (Microsoft, ITSM, EUC tools) are an added advantage.
 
 
 
 
 
 
 Soft Skills
 
 
 
 &middot; Customer-centric approach
 
 
 &middot; Strong ownership and accountability
 
 
 &middot; Team player and strong collaborator
 
 
 &middot; Continuous improvement mindset
 
 
 &middot; Proactive and self-driven
 
</div>

Service Delivery Manager-IT Infra (EUC)

Starlink Qatar

<div>
 📌 𝗗𝗲𝘀𝗰𝗿𝗶𝗽𝘁𝗶𝗼𝗻:
 
 
 We are seeking an experienced Service Delivery &amp; Quality Assurance Lead to spearhead a landmark digital transformation in Doha, Qatar. In this strategic role, you will be responsible for leading the end-to-end evolution of a major national platform from its current version to the next generation. You will establish the master delivery governance framework, ensuring structured oversight across all technical, operational, and governance workstreams. Your leadership will be critical in managing the integrated master schedule, coordinating complex cross-vendor release trains, and enforcing a rigorous quality assurance strategy. This position demands a leader who can ensure service continuity during a complex transition, manage program-level risks, and drive operational readiness. You will collaborate with senior stakeholders to provide clear assurance and reporting, championing a culture of delivery excellence and continuous improvement.
 
 
 ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
 
 
 🎯 𝗥𝗲𝗾𝘂𝗶𝗿𝗲𝗺𝗲𝗻𝘁𝘀:
 
 
 &rtrif; Extensive program management experience leading large-scale, complex, cloud-based ICT transformations.
 
 
 &rtrif; Proven expertise in establishing and managing delivery governance frameworks, including change control (CAB) and stage-gate processes.
 
 
 &rtrif; Demonstrated ability to own and maintain an Integrated Master Schedule (IMS) with multiple cross-vendor dependencies.
 
 
 &rtrif; Deep knowledge in defining and implementing comprehensive Quality Assurance (QA) and Test Strategies (SIT, UAT, Performance, Security).
 
 
 &rtrif; Experience in leading operational readiness, service transition, and defining SLA/OLA frameworks.
 
 
 &rtrif; Skilled in orchestrating complex release management, including cutover planning, go/no-go assessments, and hypercare.
 
 
 &rtrif; Strong command of program-level risk and issue management, ensuring timely mitigation and resolution.
 
 
 &rtrif; Proficiency with program management platforms such as MS Project, Azure DevOps, or Jira.
 
 
 ✨ 𝗗𝗲𝘀𝗶𝗿𝗮𝗯𝗹𝗲𝘀:
 
 
 &rtrif; Experience working within government, smart city, or national digital platform programs.
 
 
 &rtrif; Bachelor&rsquo;s or Master&rsquo;s degree in Computer Science, Information Systems, or a related engineering field.
 
 
 &rtrif; Strong understanding of enterprise ICT architectures, cloud ecosystems (Azure, AWS), and integration frameworks.
 
 
 &rtrif; Excellent presentation skills with the ability to communicate complex topics to executive stakeholders.
 
 
 &rtrif; Proficiency in Arabic is a significant advantage.
 
 
 ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
 
 
 🚀 𝗧𝗮𝗸𝗲 𝘁𝗵𝗲 𝗟𝗲𝗮𝗽 𝗧𝗼𝘄𝗮𝗿𝗱 𝗮𝗻 𝗘𝘅𝗰𝗶𝘁𝗶𝗻𝗴 𝗙𝘂𝘁𝘂𝗿𝗲 &ndash; 𝗔𝗽𝗽𝗹𝘆 𝗡𝗼𝘄! 🚀
</div>

Service Delivery & Quality Assurance lead

Unified Microsystems

PurposeThe General Manager (GM) is responsible for leading day-to-day operations and overall business performance, ensuring service excellence, commercial discipline, and financial performance across all departments.This role is designed for a leader with a strong Managed Service Provider (MSP) background, capable of running a multifunctional operation with clear accountability, a structured operating rhythm, and scalable processes. The GM owns execution: translating strategy into reliable delivery, profitable operations, efficient resourcing, and consistent customer outcomes.Work Overview1) Business, Operational &amp; Commercial Leadership<ul><li>Lead the overall day-to-day operations of the company across MSP, Projects, Procurement, HR/Admin, Sales coordination, and internal support functions</li><li>Translate company goals into clear operational plans and measurable targets</li><li>Establish operating cadence (daily/weekly/monthly) including reviews, reporting and accountability</li><li>Ensure commercial discipline in delivery: scope control, delivery cost management, and margin protection</li><li>Drive standardization of processes, SOPs, tooling, and execution quality across the business</li></ul>2) MSP Delivery Governance (via IT Operations Manager)<ul><li>Govern MSP operations while delegating daily service execution to the IT Operations Manager (Lead Technical Consultant).</li><li>Ensure contracted SLAs and MSAs are consistently met or exceeded</li><li>Review operational performance trends: backlog, SLA breaches, escalations, utilisation, CSAT</li><li>Act as escalation point for major incidents and high-impact customer issues</li><li>Drive continuous improvement to move service delivery from reactive to proactive</li></ul>3) Projects Oversight &amp; Delivery Alignment<ul><li>Lead and hold the Projects team accountable for schedule, quality, and commercial outcomes</li><li>Ensure Projects delivery aligns to scope and margin expectations through clear change control</li><li>Standardise project governance: kickoffs, reporting, escalation, closure processes</li><li>Improve coordination between Projects, MSP, Procurement, and Finance to remove delivery bottlenecks</li></ul>4) Financial &amp; Commercial Oversight<ul><li>Own operational P&amp;L performance, ensuring profitability through utilisation control, delivery efficiency, and cost discipline</li><li>Drive accurate forecasting of:</li><li>delivery capacity and staffing needs</li><li>project and MSP delivery costs</li><li>renewal and resource demand planning</li><li>Work with Finance to improve:</li><li>billing accuracy</li><li>invoicing governance</li><li>revenue leakage prevention</li><li>vendor payment discipline aligned to delivery milestones</li><li>Support pricing models, service packaging, margin optimisation, and commercial decision-making</li></ul>5) People Leadership &amp; Performance Culture<ul><li>Lead, mentor, and performance-manage department heads, team leads and managers</li><li>Ensure clear role definitions, accountability and measurable KPIs across the organisation</li><li>Own resourcing strategy with HR, including hiring plans, onboarding, training and retention</li><li>Build a culture of ownership, professionalism, and customer advocacy</li></ul>6) Process, Governance, Risk &amp; Compliance<ul><li>Ensure adherence to company policies, customer contracts, and compliance frameworks</li><li>Maintain readiness for audits, certifications, and regulatory requirements (where applicable)</li><li>Own risk registers for delivery, resourcing, vendor and customer-impact risks</li><li>Ensure business continuity planning and operational readiness for service disruptions</li></ul>7) Strategic Execution &amp; Scaling<ul><li>Convert company strategy into executable operational programmes</li><li>Support business growth initiatives and new service launches</li><li>Provide structured data-driven insights to leadership for decision-making</li><li>Drive maturity of operations and management reporting</li></ul>Key Success Metrics<ul><li>SLA attainment and CSAT performance</li><li>Gross margin and service profitability</li><li>Engineer utilisation and delivery efficiency</li><li>Revenue leakage reduction and billing accuracy</li><li>Churn rate and renewal performance (supported through service delivery trust)</li><li>Incident resolution time and escalation frequency</li></ul>QUALIFICATIONS AND EDUCATION REQUIREMENTSExperience<ul><li>8&ndash;12+ years in IT services, MSP, or systems integrator environments</li><li>Proven leadership experience managing multi-disciplinary technical and operations teams</li><li>Strong background in service delivery governance, customer management and escalation handling</li><li>Experience scaling operations in growing MSP environments</li></ul>Skills &amp; Competencies<ul><li>Strong operational, commercial and financial acumen</li><li>Deep understanding of MSP delivery models and tooling (ITSM, PSA, RMM)</li><li>Excellent people leadership, stakeholder management, and communication skills</li><li>Calm, structured decision-maker under pressure</li></ul>Personal Attributes<ul><li>Highly accountable and execution-focused</li><li>Customer-centric but commercially disciplined</li><li>Process-driven with a continuous improvement mindset</li><li>Comfortable leading through change and ambiguity</li></ul>Job Type: Full-time

General Manager

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