Service Delivery Manager | Talent Arabia

Talent Arabia is seeking an experienced and results-driven Service Delivery Manager to join our technology team in Muscat, Oman. In this pivotal full-time leadership role, you will be responsible for overseeing end-to-end IT service delivery, managing cross-functional technical teams and external vendors, and ensuring rigorous compliance with service level agreements (SLAs) and key performance indicators (KPIs). You will direct IT operations, streamline helpdesk and Network/Security Operations Center (NOC/SOC) workflows, and drive continuous service improvements across complex enterprise environments.

This opportunity is exclusively open to Omani nationals with a strong background in ITIL frameworks and managed service provider (MSP) operations.

As the Service Delivery Manager, you will take full ownership of service management governance, operational excellence, and client satisfaction across our technology deployments in Oman. Your day-to-day responsibilities include managing incident, problem, and change management life cycles, handling high-priority escalations, and producing detailed service performance reports for senior stakeholders. You will coordinate closely with technical engineering teams and external service vendors to ensure seamless delivery, optimize support workflows, and spearhead proactive service improvement initiatives.

Furthermore, you will mentor support personnel, enforce ITIL best practices, and align IT service delivery strategies with overarching organizational goals.

• Manage end-to-end IT service delivery operations to ensure high availability, stability, and customer satisfaction.
• Coordinate technical teams and external service vendors to deliver reliable infrastructure and support services.
• Handle high-level operational escalations, execute root-cause analyses, and implement preventive action plans.
• Monitor, measure, and report on service performance metrics, SLA compliance, and key performance indicators (KPIs).
• Drive continuous service improvements, process optimization, and automation across IT operations and helpdesk workflows.
• Oversee ITIL-aligned incident management, problem management, and change management processes.
• Maintain robust coordination within managed service provider (MSP) environments and multi-vendor ecosystems.
• Ensure comprehensive documentation of service procedures, escalation paths, and operational reporting standards.

• Minimum of 5 years of professional experience in IT operations, service delivery, or technical management roles.
• Mandatory Omani nationality qualification for this specific position.
• Bachelor’s degree in Information Technology, Computer Science, or a related computer field.
• Comprehensive expertise in IT operations, NOC, SOC, and enterprise helpdesk management.
• Strong mastery of ITIL frameworks, service level agreements (SLAs), and KPI monitoring methodologies.
• Proven hands‑on experience managing incident, problem, and change management life cycles in enterprise settings.
• Excellent communication, leadership, stakeholder management, and vendor negotiation skills.
• Strong problem‑solving abilities and a strategic mindset focused on continuous service improvement.

• ITIL Managing Professional (MP) or ITIL Expert certifications.
• Prior working experience within managed service provider (MSP) or global technology consultancy environments.
• Professional certifications in project management (PMP, PRINCE2) or agile service delivery frameworks.
• Advanced experience in enterprise service management platforms (e.g., Service Now, Jira Service Management).
• Strong bilingual proficiency in Arabic and English (written and spoken).