Infra MS - Service Delivery Manager – Arabic

Infra MS - Service Delivery Manager – Arabic

We are seeking an experienced Technical 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 in Arabic and English, and the ability to operate diplomatically within a high-pressure environment.

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. Govern and drive structured incident, problem, change, capacity, and availability management in line with ITIL v4. Lead 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. Manage high-pressure communication scenarios with maturity and diplomacy. Ensure all communication and documentation align 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 with OEMs and internal engineering teams. Oversee SDM dashboards, ticket hygiene, and quality control of RCA reports and change management documentation.
• OEM & Third-Party Coordination: Proactively coordinate 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: Create, version, and maintain IT Risk Registers, SOPs for critical operational areas, HLDs/LLDs, Runbooks, Disaster Recovery Plans, ITSM Workflows, SIPs, Audit Tracker logs, RCA templates, SLA dashboards, and Knowledge Base Articles. Ensure documentation is up-to-date and compliant with audit/governance standards; implement and monitor document lifecycle management.
• Asset, License & Lifecycle Management: Own and govern the Infrastructure Asset Tracker for all physical and virtual assets. Track asset EOL/EOS status with OEM advisories and replacement plans. Monitor license renewals, support expiries, warranty status, and OEM SLAs, and take action as needed.

Required Qualifications

• Bachelor’s 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) role.
• Bilingual: Fluency in Arabic and English (spoken and written).
• Audit preparation 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 communication skills.
• Highly structured, documentation-focused.
• Proactive, takes ownership, and drives outcomes.

Work Environment

• Environment: 24x7 mission-critical
• Flexibility: Available for escalations, emergency tasks, and war-room handling beyond normal hours
• Location: 100% Onsite Dubai, UAE

Job Details

• Seniority level: Director
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting

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