Dubai | Service Delivery Manager (Remote/Hybrid)

Looking for a strong Service Delivery Manager to lead the service engine of a growing Managed IT & Cybersecurity provider in the UAE financial sector (DFSA/ADGM). We are scaling from ~90 to 120+ clients, rolling out new PSA/RMM platforms, and preparing for ISO 27001 certification. We need a leader to turn our service desk into a competitive advantage.

🚀 Key Focus: • Own SLA (response + resolution) ≥ 90% and drive CSAT/FCR metrics. • Build & optimize ITIL processes (Incident, Problem, Change). • Lead L1/L2/L3 Service Desk and Onsite teams. • Ensure commercial discipline (AMC scope, billable hours control). • Prepare processes for ISO 27001 & UAE PDPL audits.

✅ Requirements: • Proven experience in Service Delivery / Service Desk management (MSP background is a plus). • Deep knowledge of ITIL/ITSM and metric-driven management. • Hands-on experience with HelpDesk/ITSM & RMM tools. • English C1 (mandatory for client comms) & Russian C2 (internal team). • Strong leadership and process-structuring skills.

Offer: • Location: Dubai (Barsha Heights) or Remote (GMT+4). • Real influence on service design during platform transformation. • Competitive compensation package.

📩 To Apply: Send your CV and a brief note about a specific SLA or Service Desk challenge you successfully solved to me.

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