service delivery manager

Virtu Thinko

Role Summary: The Service Delivery Manager will lead the operational delivery of cloud and vulnerability management services, ensuring SLA compliance, customer satisfaction, and performance reporting.Key Responsibilities:<ul><li>Manage end-to-end service delivery and customer engagement.</li><li>Track and report KPIs, SLA adherence, and operational performance.</li><li>Coordinate with technical teams and stakeholders for incident resolution.</li><li>Conduct regular service review meetings and performance assessments.</li><li>Drive continuous improvement initiatives and process optimization.</li></ul>Qualifications &amp; Skills:<ul><li>Bachelor&rsquo;s degree in Business, IT, or related field.</li><li>7+ years of experience in IT service delivery or managed services.</li><li>Strong knowledge of ITIL practices and SLA management.</li><li>Excellent communication and stakeholder management skills.</li><li>Preferred certifications: ITIL Expert, PMP, or equivalent.</li></ul>Job Types: Full-time, Contract Contract length: 12 monthsPay: BD1,200.000 - BD2,500.000 per month

Service Delivery Manager

VLINQ DIGITAL (PRIVATE) LIMITED

Core Purpose: 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

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>

Envision Employment Solutions

Envision Employment Solutions is currently looking for a Finance Service Delivery Manager for one of our partners, a global leader in consulting, digital transformation, technology, and engineering services.
 
Responsibilities: 
<ul>
<li>1. Account Development (AD)</li>
<li>Drive account development with stakeholders on both group and regional levels.</li>
<li>Actively participate in global and strategic engagement projects.</li>
<li>Identify new opportunities and areas where the project scope can be expanded.</li>
<li>Encourage the client to explore additional areas that could increase engagement scope.</li>
<li>Support the sales process and collaborate with sales and transition teams to ensure effective setup for new deals.</li>
<li>2. Financial Analysis</li>
<li>Conduct revenue and cost analysis.</li>
<li>Support budgeting and forecasting processes.</li>
<li>Monitor and manage overdue receivables.</li>
<li>3. Service Delivery Management</li>
<li>Ensure all KPI and SLA targets are met according to client expectations.</li>
<li>Assign priorities for operations and services delivered to the client.</li>
<li>Ensure sufficient resources are allocated for smooth operations.</li>
<li>4. Improvements & Productivity</li>
<li>Discuss and agree on yearly productivity levels with the client.</li>
<li>Drive process standardization and seek continuous improvement opportunities (including LEAN initiatives).</li>
<li>Encourage the team to actively participate in improvement efforts.</li>
<li>5. Team Management</li>
<li>Build strong, effective, and motivated teams focused on achieving objectives.</li>
<li>Foster cooperation, teamwork, and knowledge sharing.</li>
<li>Support talent development and take part in the recruitment process.</li>
<li>6. Compliance</li>
<li>Ensure engagement compliance with ISO and other relevant standards.</li>
<li>Support internal and external audits.</li>
</ul>
Requirements: 
<ul>
<li>7+ years of relevant experience.</li>
<li>Bachelor's degree in finance.</li>
<li>Master's degree in finance is highly preferred.</li>
<li>Process knowledge (PTP, OTC, RTR, End to End FAO process)</li>
<li>Basic knowledge of various systems in use: Oracle, SAP, Zendesk or other ticketing tool</li>
</ul>
Benefits: 
<ul>
<li>Competitive Salary based on experience</li>
<li>Social and medical insurance</li>
<li>Learning, development and career progression</li>
</ul>

Finance Service Delivery Manager

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

Capgemini

<div>At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world&rsquo;s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&amp;D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.
<div><div><div><h2 class="jobSectionHeader">Your Role
</h2></div><div><ul><li>Provide technical support for cloud databases and consumer data platforms across APAC.
</li><li>Ensure smooth data transactions between upstream and downstream systems.
</li><li>Monitor service performance and drive SLA compliance.
</li><li>Investigate and resolve incidents; manage problems and escalations.
</li><li>Act as the primary contact for stakeholders, ensuring timely updates and service improvement recommendations.
</li></ul></div></div><div><div><h2 class="jobSectionHeader">Your Role
</h2></div><div><ul><li>Application Management Expertise &ndash; Experience in managing, upgrading, and supporting cloud-based consumer data platforms.
</li><li>Service Delivery &amp; SLA Management &ndash; Proven ability to monitor and meet SLA targets with minimal breaches.
</li><li>Incident &amp; Problem Management &ndash; Strong skills in resolving incidents, conducting root cause analysis, and managing recurring issues.
</li><li>Stakeholder Communication &ndash; Excellent communication skills for engaging clients, partners, and suppliers.
</li><li>Continuous Improvement Mindset &ndash; Ability to analyze service data and contribute to process optimization initiatives.
</li></ul></div></div></div>Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.</div>

Service Delivery Manager-AMS

Concentrix

<div><div><div>Information Technology
</div><div><div><div>Location</div><div>
Giza, Egypt</div></div></div><div></div><div> 
Job Title:
Global IT Service Delivery Manager
Job Description
We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. 
The global technology and services leader that powers the world&rsquo;s best brands, today and into the future. We&rsquo;re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we&rsquo;re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. 
In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today&rsquo;s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services. 
Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we&rsquo;re proud to be recognized with awards such as &quot;World's Best Workplaces,&quot; &ldquo;Best Companies for Career Growth,&rdquo; and &ldquo;Best Company Culture,&rdquo; year after year. 
We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. 
Join us and be part of this journey towards greater opportunities and brighter futures.<div>
An IT Service Delivery Manager&rsquo;s primary focus is on building strong and mutually beneficial relationships with their assigned clients, as well as those within the Concentrix Organization. They serve as the client's primary conduit into the Concentrix IT organization, whether that be for new business, change, growth, projects or incidents. They ensure the client&rsquo;s IT needs and goals are aligned with the Concentrix business.</div>
Responsibilities<ul><li>
Serve as the primary Concentrix IT contact for the client, ensuring satisfaction and acting as their advocate within the organization.</li></ul><ul><li>
Deliver exceptional customer service and maintain strong, proactive communication between the client and internal teams.</li><li>
Build and nurture relationships with clients to support retention and identify new business opportunities.</li><li>
Collaborate across internal teams (e.g., PE, DPE, IT, Security, PMO) to ensure seamless IT service delivery.</li><li>
Manage all client IT communications, including conflict resolution, outage updates, and compliance with deliverables and budgets.</li><li>
Lead incident and outage management for Severity 1 &amp; 2 issues, including 24/7 on-call support and escalation coordination.</li><li>
Ensure timely delivery of Root Cause Analyses (RCAs) within 48&ndash;72 hours and drive continuous improvement based on incident trends.</li><li>
Oversee the execution of IT initiatives, ensuring alignment with timelines, budgets, and quality standards.</li><li>
Track and report on outages, projects, changes, and growth across the client account.</li><li>
Lead and document client meetings (daily, weekly, monthly), ensuring follow-up on action items.</li><li>
Drive change management efforts focused on client and Concentrix requirements, with an emphasis on cost efficiency.</li><li>
Ensure compliance with contractual obligations, including security, audits, BCDR, and reporting standards.</li><li>
Identify and implement IT cost optimization opportunities without compromising service quality.</li><li>
Support transitions and ramp-ups in collaboration with the transition manager.</li><li>
Contribute to strategic planning by identifying solution opportunities and helping define requirements based on account complexity and long-term goals</li></ul>
You&rsquo;ll Need To Have:<ul><li>
Minimum 5 years of proven experience in IT service delivery or related roles.</li><li>
Previous call/contact center experience is a must, with a strong understanding of service delivery in that environment.</li><li>
Excellent communication skills in English and native language, with strengths in listening, negotiation, and presentation.</li><li>
Demonstrated ability to manage multiple projects, resolve conflicts, and influence stakeholders across all levels.</li><li>
Proven track record in delivering client-focused solutions and optimizing IT costs without compromising quality.</li><li>
High level of professionalism, attention to detail, and commitment to continuous improvement and customer satisfaction.</li></ul>
Location:
EGY Cairo Egypt-Smart Village Building B2110
Language Requirements:
English (Required)
Time Type:
Full time
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Global IT Service Delivery Manager

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