Information Technology Services Manager

Job Role : IT Service Delivery Manager Location : Dubai Duration : Fulltime Please share your updated CV. This is a very senior leadership position in IT Service Delivery, most likely for a large-scale IT Managed Services (ITMS) project supporting a UAE Government Ministry. The company needs someone who can manage the entire IT service delivery operation, including 400 employees (FTEs), 522 schools, and 51 government branches and offices. This is not a normal IT Manager, IT Infrastructure Manager, or Service Delivery Manager position. It is an Organisation Head / Account Director-level role. The person will be responsible for the overall business, client relationship, financial performance, service quality, workforce, and operational delivery. 1. Understanding the role in simple language Imagine a company has outsourced its complete IT support operations to an IT service provider. The service provider has: 400 IT professionals working across multiple locations. 522 schools requiring IT support. 51 government branches and offices. A Ministry as its primary client. Contractual SLAs and KPIs that must be achieved. The Service Delivery Director will be the single senior person accountable for ensuring that everything runs successfully. For example: If IT support fails across multiple schools, this person is accountable. If the client complains about service quality, this person handles the escalation. If the company exceeds its operational budget, this person must address it. If contractual SLAs are missed, this person is responsible for corrective action. If the Ministry's leadership has concerns, this person represents the service provider. Show more Show less