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Service Delivery Manager

Date: 09-Jun-2021

Location: Dubai, AE

Company: Majid Al Futtaim

Role Purpose:

The Service Delivery Manager (SDM) is a professional technical service manager responsible for several key functions within the IT department that enables high-quality services.


The SDM will manage a team that oversee operational and governance activities; overall responsibility for the delivery, management and improvement of IT services to support the organisation, using a set of well-defined best practices (based on ITIL and ISO). Responsible for leading the development, implementation, maintenance, and continuous improvement for IT Service Management processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations and delivery.

Role Details:

  • Contribute directly to the strategy, development and quality of IT Service Management and the organisations service delivery capability.
  • Own specific IT Services and ensure their effective delivery, management and improvement to meet the organisation’s needs.
  • Active stakeholder and driver in underlying operations processes, to direct continuous improvements across the supporting teams to meet existing customer Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.
  • Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes.
  • Partner and collaborate with other teams to deliver a holistic ITSM program with a coordinated set of continuous improvement initiatives.
  • Work within the management structure to provide thought leadership on ITSM and ITIL process development, the current position, roadmap and strategic direction.
  • Adhere to and drive the adopted ITIL processes for incident management, change management and problem management.
  • Manage and maintain the Service Level Agreement with the Business Units (BUs) including regular SLA reviews.
  • Provide support and guidance through key IT service initiatives.
  • Provide feedback of possible opportunities, risks, challenges and concerns.
  • Maintain and manage the audit and risk register for IT, including ensuring required reporting is provided, and actions are planned to address both.
  • Management of specified vendors, for example Telco and Managed Service providers
  • Responsible for driving adoption of technologies driving cultural change into the organisation


Definition of Success:

To be successful in this role, you will be an experienced Service Delivery Manager with demonstrated experience working in a large multi-platform environment with strong management experience.


Functional/Technical Competencies:

  • Proven experience working within the IT Industry in a Service Delivery/Operation Management position
  • Able to lead and manage a successful team in a complex, multi-sourced environment
  • Project management skills
  • Strong stakeholder management and influencing skills as you liaise with stakeholders at all levels of the organisation
  • Vendor Relationship Management, focusing on strong partner relationship
  • Customer centric and process driven
  • Excellent communication, analytical and facilitation skills
  • Professional and confident presentation skills
  • Strong organisational and management skills
  • Proactive and deadline driven
  • Technical background


Minimum experience

  • 10 years’ Service Delivery Manager experience in an IT/Telco/Managed Services environment
  • Strong experience of various ITSM tools and platforms
  • Knowledge of developing and managing continuous improvement programs.


Minimum Qualifications/education

  • Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
  • ITIL Certification (minimum Foundation level)