NamasteAi
SERVICE DELIVERY MANAGER-ICT MANAGED SERVICES
NamasteAi Dubai, United Arab Emirates
Job Description:

Responsibilities
SLA & KPI Governance: Monitor, measure, and report on service performance metrics to ensure contractual commitments and uptime targets are consistently met. 
Incident & Escalation Management: Own major operational disruptions, coordinate technical teams for fast restoration, and lead post-incident reviews. 
Client Relationship Management: Serve as the main point of contact for service reviews, addressing client concerns and aligning ICT solutions with business needs. 
Continuous Service Improvement (CSI): Identify operational bottlenecks and implement ITIL/ITSM best practices to optimize performance and reduce recurring issues. 
Vendor & Financial Oversight: Coordinate with third-party hardware, software, and cloud suppliers while assisting with operational budgeting and cost control. 
Required Skills & Qualifications
Framework Knowledge: Strong proficiency in ITIL (Information Technology Infrastructure Library) principles, ITSM tools (e.g., ServiceNow), and service integration frameworks. 
Technical Literacy: Good working knowledge of cloud architectures (Azure/AWS), core infrastructure, networks, and cybersecurity protocols. 
Soft Skills: Exceptional communication, stakeholder engagement, negotiation, and conflict-resolution abilities. 

Industry:

Technology & Telecoms

Category:

IT - Software Services

Skills:
Communication Negotiation Skills
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Job Information

  • Career Level:

    Managerial Level

  • Location:

    Dubai, United Arab Emirates

  • Job Type:

    Full Time

  • Experience:

    4 Yrs - 6 Yrs

  • Qualifications:

    Master Degree

  • Salary:

    Confidential

  • Date posted:

    13th August 2026

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