ITSM JOB
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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.

#relocate #Dubai #руководитель #сервисменеджер #ServiceDelivery #ITIL #MSP #Remote #adv #FinTech
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