Service Delivery Manager (SDM) – L3 / Lead

Service Delivery Manager (SDM) – L3 / Lead – HybridJob Description

Job Summary:
The SDM oversees all Managed Service Provider (MSP) operations, ensuring SLA/KPI compliance, accurate ITSM reporting, and coordination with infrastructure, security, AV, and SaaS teams. Acts as the primary operational contact between the customer, MSP, and MSSP.

Key Responsibilities

• Lead daily operational governance across all IT service domains.
• Manage SLAs, KPIs, ticket compliance, and reporting accuracy.
• Chair monthly/weekly service review meetings with stakeholders.
• Implement ITIL processes (Incident/Problem/Change).
• Manage escalations and ensure customer satisfaction.
• Coordinate with MSSP for security operations alignment.
• Drive continual service improvement (CSI).

Required Skills

• 7–12 years of IT experience, 3–5 years in SDM roles.
• Strong knowledge of ITSM tools (ServiceNow, ManageEngine, Remedy).
• ITIL v3/v4 Certified.
• Excellent communication and leadership skills.

Job Type: Full-time

Application Question(s):

• Nationality
• Notice Period & Earliest Joining
• Expected Salary
• How do you manage P1 escalation processes?
• What dashboards or reports have you previously delivered?

Experience:

• SDM : 5 years (Preferred)
• MSP/MSSP: 5 years (Preferred)
• ITIL processes: 6 years (Preferred)

Location:

• Dubai (Preferred)