Infra MS Service Delivery Manager – Arabic

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