Role: Service Delivery Manager (Arabic Speaker)

Experience: 10 - 12 years

Work Model: Onsite, 8x5 with on-call escalation support

Reports To: Account Manager / Program Director

Role Purpose:

The Service Delivery Manager will act as the primary point of contact for all managed infrastructure services. The role is responsible for operational governance, SLA compliance, service performance, customer communication, resource coordination, and continuous service improvement.

Key Responsibilities:

- Act as the single point of contact for day-to-day managed-services operations.

- Manage service delivery across infrastructure, backup, database, network security, monitoring, and disaster recovery functions.

- Ensure services are delivered in accordance with agreed SLAs, KPIs, operating procedures, and contractual requirements.

- Lead daily, weekly, monthly, and quarterly service-review meetings.

- Review incident, problem, change, capacity, availability, and performance reports.

- Coordinate the resolution of major incidents and act as the first management escalation point.

- Ensure root-cause analyses and corrective-action plans are completed for recurring and high-impact incidents.

- Manage service risks, dependencies, issues, and improvement initiatives.

- Coordinate activities with FTA teams, OEM vendors, third-party service providers, and the existing MSP.

- Ensure operational documentation, escalation matrices, runbooks, and governance records remain current.

- Monitor team performance, resource availability, shift coverage, and on-call readiness.

- Support SLA baselining during transition and operational handover.

- Drive shift-left initiatives, automation, knowledge transfer, and continuous improvement.

- Prepare and present SLA, KPI, capacity, availability, incident, and service-improvement reports.

- Maintain customer satisfaction and ensure timely resolution of service concerns.

Required Skills:

- Strong understanding of ITIL service-management practices.

- Experience managing enterprise infrastructure managed-services contracts.

- Knowledge of incident, problem, change, configuration, capacity, and availability management.

- Strong stakeholder, vendor, and escalation management skills.

- Excellent reporting, presentation, negotiation, and communication skills.

- Ability to manage multidisciplinary technical teams.

- Understanding of Nutanix, Linux, Windows, backup, database, network, security, and DR operations.

Preferred Qualifications:

- Bachelor's degree in IT, Computer Science, Engineering, or a related discipline.

- Arabic speaking.

- ITIL Foundation or ITIL Managing Professional certification.

- PMP, PRINCE2, or equivalent project-management certification.