Service Delivery Manager - Emirati Talent

CNS is a technology company that powers the future by providing digital solutions essential to support all enterprise and human development. While growing and managing a robust pool of supplier-partners for the benefit of our clients has always been a priority, we are constantly re-inventing ourselves. Founded in 1987 with more than 30 years of experience, CNS employs over 320 employees including more than 250 certified engineers.

We offer in-depth expertise and a range of best-in-class products that support the digital transformation of all major industries. With offices in three countries, we have an extensive reach into, and regional knowledge of the Middle East markets. A shift into levering our many years of experience to develop pioneering software in-house will add yet another dimension to our highly innovative solutions-portfolio.

The Service Delivery Manager (SDM) is responsible for ensuring high-quality IT managed services delivery to clients while maintaining SLAs, improving operational efficiency, and driving customer satisfaction. This role involves managing a team of service professionals, optimizing IT service operations, and fostering strong client relationships to ensure the smooth execution of IT managed services, including cloud, network, security, and application support.

• Service Delivery Management & Operations:
  Oversee end-to-end IT managed services delivery, ensuring compliance with SLAs and KPIs.
• Lead service teams in managing incidents, requests, problem resolution, and change management.
• Continuously optimize IT operations by implementing ITIL best practices and automation.
• Maintain high availability of critical IT infrastructure, applications, and cloud environments.
• Ensure proactive monitoring, reporting, and service reviews to minimize downtime.
• Client & Stakeholder Management:
  Act as the primary point of contact for clients, ensuring expectations are met or exceeded.
• Conduct regular client meetings, QBRs (Quarterly Business Reviews), and service improvement discussions.
• Address escalations, resolve service-related issues, and manage crisis situations effectively.
• Work closely with internal teams (network, security, cloud, Dev Ops) to deliver seamless service.
• ITIL & Service Management Excellence:
  Implement and enforce ITIL best practices for service delivery, incident, problem, and change management.
• Develop and maintain service catalogs, SLAs, and operational procedures.
• Drive service improvement initiatives using ITSM platforms like Service Now, BMC Remedy, or Manage Engine.
• Financial & Performance Management:
  Manage service budgets, cost optimization, and resource allocation.
• Drive service revenue growth and profitability by identifying upsell opportunities.
• Track key performance indicators (KPIs) and service efficiency metrics.
• People & Vendor Management:
  Lead and mentor a team of service desk engineers, technical support staff, and service managers.
• Conduct performance reviews, training programs, and succession planning.
• Manage third-party vendors and service providers to ensure contractual adherence.
• Security, Compliance &
  
  Risk Management:
  
  Ensure IT services comply with industry regulations (ISO 27001, GDPR, NIST).
• Enforce security best practices, incident response, and data protection policies.
• Mitigate risks by conducting regular service audits and assessments.

• Education:
  • Minimum:
    Bachelor’s degree in Computer Science or a related field.
  • Desired:
    Certifications such as ITIL v4, PMP, or PRINCE
    2.
• Experience:
  • Minimum of 5+ years of experience in service delivery or related roles.
• Skills & Abilities:
  • Strong understanding of the ITIL framework (certification is a plus).
  • Proven experience managing service contracts and SLAs.
  • Excellent communication, client-facing, and stakeholder management skills.
  • Strong analytical and problem-solving abilities.
  • Ability to lead cross-functional teams and manage multiple priorities in a fast-paced environment.
• Additional Information:
  • Compliance with policies and procedures based on the ISO standards adopted by CNS.