Service Delivery Manager – IT Infrastructure

Service Delivery Manager – IT InfrastructureWe have an urgent requirement for a Service Delivery Manager – IT Infrastructure for our client based at Dubai, UAE.Strong foundation in core IT Infrastructure domains: virtualization, Windows/Linux servers, Networking, and ITSM is MUST Deep understanding of Managed Services delivery models, governance, and SLA frameworks is MUST ITIL v3 or v4 Certification is mandatory.Role OverviewWe are seeking an experienced Technical Service Delivery Manager (Arabic-speaking) to lead and oversee the end-to-end delivery of IT Managed Services for a prestigious client in the UAE. The ideal candidate must bring a strong technical foundation across Infrastructure, Security, Service Desk, and ITSM, combined with excellent client relationship management skills, bilingual fluency in Arabic and English, and the ability to operate diplomatically within a high-pressure environment.Key ResponsibilitiesService Delivery & GovernanceOwn and manage all aspects of day-to-day service delivery across the IT landscape (On-prem, hybrid, and cloud).Ensure 100% compliance with contractual SLAs and KPIs.Fully govern and drive structured incident, problem, change, capacity, and availability management in line with ITIL v4 best practices.Lead daily/weekly/monthly governance reviews and interface with client leadership, ensuring transparency and control.Customer Engagement & Stakeholder ManagementAct as the primary interface for client stakeholders, translating complex technical issues into business-impact language.Navigate and manage behavioral challenges and high-pressure communication scenarios with maturity and diplomacy.Ensure all communication and documentation aligns with English and Arabic language expectations.Team Coordination & Escalation HandlingLead cross-functional technical teams (L1-L3) spanning Windows, Linux, VMware, Networking, Security, Service Desk, End-User Support, etc.Own and resolve critical escalations, coordinating war-room efforts involving OEMs and internal engineering teams.Oversee SDM dashboards, ticket hygiene, and quality control of RCA reports and change management documentation.OEM & Third-Party CoordinationCoordinate proactively with OEMs for escalated technical issuesManage end-to-end DR drills, patching cycles, and product upgrades in coordination with internal teams and CAB.Documentation & ControlsOwn the creation, versioning, and maintenance of:IT Risk RegistersStandard Operating Procedures (SOPs) for critical operational areasHigh-Level Designs (HLDs) and Low-Level Designs (LLDs)Operational Runbooks, Disaster Recovery Plans, and ITSM WorkflowsService Improvement Plans (SIPs) and Audit Tracker logsRCA templates, SLA dashboards, and Knowledge Base ArticlesEnsure all documentation is up-to-date, reviewed periodically, and compliant with client’s audit and governance standards.Implement and monitor document lifecycle management, including review/approval cycles and archival processes.Asset, License & Lifecycle ManagementOwn and govern the Infrastructure Asset Tracker, covering all physical & virtual assets.Track and report asset EOL/EOS status with OEM advisories and replacement plans.Govern license management and ensure license renewals, support expiry, warranty status, and OEM SLAs are monitored and actioned.Required QualificationsBachelor’s degree in Computer Science, Information Technology, or equivalent.ITIL v3 or v4 Certification is mandatory.Strong foundation in core IT Infrastructure domains: virtualization, Windows/Linux servers, Networking, and ITSM.Deep understanding of Managed Services delivery models, governance, and SLA frameworks.18+ years in IT, with 7+ years in a Service Delivery (Senior Management roles).Bilingual: Fluency in Arabic and English (spoken and written).Audit prep experience especially SLA, SOC2, ISO, or NESA audits.Experience writing or defending SLA waiver justifications.Desirable ExperiencePrior experience handling UAE clients or GCC engagements.Understanding of security operations and SOC/NOC coordination in a heterogeneous infrastructure.Experience in conflict de-escalation, emotional intelligence, and managing complex customer behavior.Knowledge of change transition (CT) environments and handling hybrid infra operations.Soft SkillsCalm, composed, and diplomatic under pressure.Strong verbal and written communicator.Highly structured, documentation-focused.Proactive, takes ownership, and drives outcomes.Behavioral & Leadership CompetenciesStakeholder Diplomacy – manages escalations and behavioral issues tactfully.Documentation Rigor – maintains structured, compliant, and auditable records.Technical Breadth – understands cross-domain infra/security scope.Ownership & Accountability – drives outcomes without passing blame.Multilingual Communication – delivers technical and business-level updates in Arabic and English.Work EnvironmentEnvironment: 24x7 mission-critical.Flexibility: Must be available for escalations, emergency tasks, and