Service Delivery Manager

DXC Technology | United Arab Emirates | On-site

DXC Technology is seeking an experienced Service Delivery Manager to lead and govern the delivery of complex, business-critical IT services within a large-scale technology environment in the UAE.

The Service Delivery Manager will be responsible for ensuring consistent service performance, operational excellence, customer satisfaction, SLA achievement, effective governance, and continuous improvement across multiple technology services, teams, vendors, and partners.

This role requires a strong combination of IT service management, operational leadership, stakeholder management, service governance, major incident oversight, and multi-vendor coordination
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• Own end-to-end service delivery across assigned IT services and technology domains.
• Ensure services are delivered in accordance with agreed SLAs, KPIs, OLAs, contractual commitments, and quality standards
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• Monitor service performance, availability, reliability, capacity, and operational health.
• Coordinate service delivery activities across internal teams, technical towers, vendors, and partners.
• Identify service delivery gaps and drive corrective and preventive actions.
• Maintain operational readiness and service continuity across the environment.
• Ensure effective transition of new and changed services into BAU operations.

• Drive effective implementation and operation of ITIL-based service management processes
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• Provide governance across Incident, Major Incident, Problem, Change, Request, Configuration, Availability, Capacity, and Service Level Management.
• Ensure incidents and service requests are managed within agreed service levels.
• Drive root-cause analysis and permanent resolution of recurring service issues.
• Ensure effective change governance while minimizing operational risk and service disruption.
• Promote consistent service management standards across all delivery teams.

• Provide leadership and oversight during critical and major service incidents.
• Ensure appropriate technical teams, vendors, and stakeholders are mobilized for rapid service restoration.
• Maintain clear communication and escalation throughout major incidents.
• Ensure comprehensive post-incident reviews and root-cause analyses are completed.
• Track corrective and preventive actions through to closure.
• Identify recurring operational trends and drive permanent remediation.

• Establish and maintain effective service governance and reporting frameworks.
• Conduct regular service reviews with stakeholders, technical teams, vendors, and partners.
• Monitor and report performance against SLAs, KPIs, service quality measures, risks, and improvement plans.
• Produce clear management and executive-level service reports.
• Maintain service risks, issues, actions, and improvement plans.
• Ensure timely escalation and resolution of service performance concerns.

• Act as a key service delivery interface between DXC Technology, stakeholders, delivery teams, and technology partners.
• Build trusted relationships with senior stakeholders and service owners.
• Manage expectations and ensure clear, transparent, and timely communication.
• Translate technical service issues into clear business impact and resolution plans.
• Coordinate across multiple technical and business teams to achieve service objectives.
• Maintain a strong focus on customer experience and satisfaction.

• Manage service delivery across multiple vendors, partners, and technology providers.
• Monitor vendor performance against agreed service levels and contractual commitments.
• Coordinate resolution of cross-vendor incidents, problems, and operational dependencies.
• Drive accountability for service performance and improvement actions.
• Ensure effective collaboration across the wider service delivery ecosystem.

• Establish and maintain Continual Service Improvement (CSI) plans.
• Analyze service performance data, trends, recurring incidents, and customer feedback to identify improvement opportunities.
• Drive initiatives to improve service quality, stability, availability, efficiency, and customer experience.
• Identify opportunities for automation, process optimization, and operational efficiency.
• Track improvement initiatives through to measurable outcomes.

• Support service continuity, availability, resilience, and disaster recovery…