Service Delivery Manager ITIL Managed Services 24x7

The Service Delivery Manager ITIL Managed Services 24x7 will oversee post-go-live operations for a one-year managed services contract, ensuring strict SLAs, reporting, and governance for the DEWA virtual command center platform. This critical leadership role involves managing a 24x7 support model, incident, problem, and change management, SLA compliance, service credits, and operational governance. The position requires strong ITIL practices, experience with security-heavy platforms, and on-site support readiness in the UAE, working closely with DEWA operations, security, and platform teams to ensure operational excellence and customer satisfaction.

Must Have

• Run 24x7 support model, escalation matrix, and ITIL incident, problem, change management processes.
• Ensure SLA compliance for response, resolution times, service credits, governance, and monthly reporting.
• Coordinate disaster recovery drills, patching cadence, vulnerability remediation, SLAs, and audit support.
• Manage on-site support readiness, critical incident reporting, time expectations, and operational handovers.
• ITIL certification with strong managed services leadership experience in UAE regulated environments.
• Proven experience operating security-heavy platforms, including logs, SIEM coordination, vulnerability remediation.
• Strong understanding of 24x7 support models, escalation matrices, incident, problem, change management processes.
• Experience managing SLA compliance, service credits, monthly reporting, and operational governance.

Job Description

The Service Delivery Manager ITIL Managed Services 24x7 will own post go live operations for 1 year managed services contract with strict SLAs reporting and governance for the DEWA virtual command center platform. The role covers 24x7 support model incident problem change management SLA compliance service credits and operational governance. The position requires strong ITIL practices experience operating security heavy platforms and on site support readiness in UAE.

Key Responsibilities

• 1.Run 24x7 support model escalation matrix and ITIL incident problem change management processes.
• 2.​Ensure SLA compliance for response resolution times service credits governance and monthly operational reporting.
• 3.​Coordinate disaster recovery drills patching cadence vulnerability remediation SLAs and audit support activities.
• 4.​Manage on site support readiness including critical incident reporting time expectations and operational handovers.

Qualifications & Requirements

• 1.ITIL certification preferred with strong managed services leadership experience in UAE regulated environments.
• 2.​Proven experience operating security heavy platforms including logs SIEM coordination vulnerability remediation and audit support.
• 3.​Strong understanding of 24x7 support models escalation matrices incident problem change management processes.
• 4.​Experience managing SLA compliance service credits monthly reporting and operational governance for enterprise platforms.

Experience Requirements

• 8 to 12 years of managed services leadership with ITIL practices and UAE operations experience adjust as needed

Additional Information

Core responsibilities 24x7 ITIL managed services SLA governance security operations coordination DR exercises and on site readiness for DEWA virtual command center. ​Critical post go live leadership role ensuring operational excellence compliance and customer satisfaction working closely with DEWA operations security and platform teams.