Infra MS Service Delivery Manager – Arabic

دبي - الإمارات

الراتب شهرياً: AED 30000 - 32000

تاريخ النشر: 23-10-2025

عدد الوظائف الشاغرة: 1 عدد الوظائف الشاغرة

سجل للتقديم

ملخص الوظيفة

Role Overview

We are seeking an experiencedTechnical 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 inArabic and English and the ability to operate diplomatically within a high-pressure environment.

Key Responsibilities

Service Delivery & Governance

Own 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 Management

Act 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 Handling

Lead 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 Coordination

Coordinate proactively with OEMs for escalated technical issues
Manage end-to-end DR drills patching cycles and product upgrades in coordination with internal teams and CAB.

Documentation & Controls

Own the creation versioning and maintenance of:
IT Risk Registers
Standard Operating Procedures (SOPs) for critical operational areas
High-Level Designs (HLDs) and Low-Level Designs (LLDs)
Operational Runbooks Disaster Recovery Plans and ITSM Workflows
Service Improvement Plans (SIPs) and Audit Tracker logs
RCA templates SLA dashboards and Knowledge Base Articles
Ensure all documentation is up-to-date reviewed periodically and compliant with clients audit and governance standards.
Implement and monitor document lifecycle management including review/approval cycles and archival processes.

Asset License & Lifecycle Management

Own 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 Qualifications

Bachelors 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 Experience

Prior 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 Skills

Calm composed and diplomatic under pressure.
Strong verbal and written communicator.
Highly structured documentation-focused.
Proactive takes ownership and drives outcomes.

Behavioral & Leadership Competencies

Competency

Description

Stakeholder 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 Environment

Environment: 24x7 mission-critical
Flexibility: Must be available for escalations emergency tasks and war-room handling beyond working hours
Location: 100% Onsite Dubai UAE

Required Experience:

Manager

Role OverviewWe are seeking an experiencedTechnical 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 De...