IT Service Delivery Manager (Arabic Speaker)

Act as the single point of contact for day-to-day managed-services operations. Manage service delivery across infrastructure, backup, database, network security, monitoring, and disaster recovery functions. Ensure services are delivered in accordance with agreed SLAs, KPIs, operating procedures, and contractual requirements. Lead daily, weekly, monthly, and quarterly service-review meetings. Review incident, problem, change, capacity, availability, and performance reports. Coordinate the resolution of major incidents and act as the first management escalation point. Ensure root-cause analyses and corrective-action plans are completed for recurring and high-impact incidents. Manage service risks, dependencies, issues, and improvement initiatives. Coordinate activities with FTA teams, OEM vendors, third-party service providers, and the existing MSP. Ensure operational documentation, escalation matrices, runbooks, and governance records remain current. Monitor team performance, resource availability, shift coverage, and on-call readiness. Support SLA baselining during transition and operational handover. Drive shift-left initiatives, automation, knowledge transfer, and continuous improvement. Prepare and present SLA, KPI, capacity, availability, incident, and service-improvement reports. Maintain customer satisfaction and ensure timely resolution of service concerns.

Desired Candidate Profile

Strong understanding of ITIL service-management practices. Experience managing enterprise infrastructure managed-services contracts. Knowledge of incident, problem, change, configuration, capacity, and availability management. Strong stakeholder, vendor, and escalation management skills. Excellent reporting, presentation, negotiation, and communication skills. Ability to manage multidisciplinary technical teams. Skills reqts Understanding of Nutanix, Linux, Windows, backup, database, network, security, and DR operations. Arabic speaking. ITIL Foundation or ITIL Managing Professional certification. PMP, PRINCE2, or equivalent project-management certification. Employment Type Full-time

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