447 IT Service Delivery jobs in the United Arab Emirates

Job Title: Service Delivery Manager

We are seeking a highly skilled and experienced Service Delivery Manager to oversee the delivery of exceptional customer service. As a key member of our team, you will be responsible for managing a team of customer support professionals and ensuring that they have the necessary resources to deliver high-quality service.

1. Leading commercial and technical support teams to achieve high customer satisfaction
2. Managing customer inquiries across multiple communication channels
3. Coordinating team resources to ensure optimal availability for customers
4. Setting service levels, tracking performance, and driving continuous improvement
5. Developing working instructions and training the team to uphold standards
6. Optimizing sales desk processes to enhance efficiency and service quality
7. Implementing a culture of continuous feedback to improve customer experience
8. Supporting sales campaigns and managing all customer-related information (quotes, contracts, invoices, etc.)

To succeed in this role, you will need to have a minimum of 2-3 years of commercial experience and 4-6 years of customer support experience. You must also possess excellent leadership and problem-solving skills, as well as strong interpersonal, networking, and communication skills.

You should have experience in leading remote teams in a matrix organization and be able to manage targets with rigor. Additionally, you should be able to foster collaboration and empowerment within your team.

As a Service Delivery Manager at our company, you can expect a challenging and rewarding career with opportunities for growth and development. We offer a competitive salary and benefits package, including opportunities for professional development and advancement.

Join us as we strive to deliver exceptional customer service and make a positive impact on our customers' lives.

Job Title:

Soft Services Operations Manager

Job Description:

The Soft Services Operations Manager will be responsible for managing the day-to-day operations of the Soft Services Department. This includes cleaning, window cleaning, pest control, waste management, timetabling, service desk, and administration.

Key Responsibilities:

• Manage daily operations and performance of the Soft Services Department
• Lead, support, and coach team members to achieve company objectives
• Develop and deliver monthly activity reports for senior management and stakeholders
• Collaborate with stakeholders to understand their evolving needs and ensure service excellence
• Conduct KPI and SLA inspections to ensure optimal service delivery
• Maintain compliance with statutory and legal regulations relevant to Soft Services Operations
• Identify and address risks related to departmental outputs and escalate issues as required

Requirements:

The ideal candidate will have a strong background in Soft Services Facilities Management and excellent communication, organisational, time management, and prioritising skills. A degree in a relevant engineering discipline is preferred, along with project management qualifications (PMP, Prince 2).

What We Offer:

A rewarding and fulfilling career with opportunities for growth and development. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual.

About Us:

We are a multinational organisation operating in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue, and Air Navigation Services.

Contact Information:

Please visit our careers website for more information.

Job Summary:

The Support Operations Manager ensures daily operations run smoothly by managing various aspects of support operations, including client interactions, technical support coordination, and inventory management.

• Client Interactions:
• Act as a primary contact for clients regarding project updates, timelines, and inquiries.
• Foster positive client relationships through excellent service and prompt concern resolution.
• Gather client feedback to identify improvement areas.
• Technical Support Coordination:
• Collaborate with the Technical Support team to address installation challenges and resolve technical issues.
• Ensure installers have the necessary equipment and support for project success.
• Assist the Manager & Senior Operations Leader with operational issues.
• Analyze operations and suggest improvements to the Manager.
• Inventory Management:
• Oversee inventory levels and ensure availability of materials and equipment.
• Maintain accurate records of procurement and stock levels.
• Work with procurement to optimize inventory costs.
• Prepare and file forms and documents, including in the ERP system.

• Bachelor's degree in Business Administration, Operations Management, or related field (or equivalent experience).
• Proven experience in operations or project management, preferably in a similar industry.
• Strong organizational and multitasking skills.
• Excellent communication and interpersonal skills.
• Proficiency in operations management software and tools.
• Problem-solving and decision-making abilities.
• Ability to work effectively in a fast-paced environment.
• Valid local driving license (optional).
• Fluent in English and Arabic (optional).
• Self-motivated, proactive, and able to work independently and in teams.
• Microsoft Excel Expert.

• Category: Support Coordinator
• Type: Full Time
• Location: Dubai

The Operations Supervisor role is a pivotal position within our organization, overseeing the daily operations of the limousine service to ensure seamless and efficient service delivery.

This key position is responsible for maintaining high customer satisfaction, adhering to company standards and regulatory requirements while implementing quality control measures to enhance overall performance.

This role is a fantastic opportunity to develop your leadership skills and make a real impact on our guests' experiences. As a Reception Team Leader, you will be responsible for welcoming and supporting our guests throughout their stay.

You will work closely with the front office team to ensure seamless check-in and check-out procedures, as well as providing exceptional customer service at all times.

1. Leadership Development: Train, guide, and coach colleagues to deliver outstanding service and provide opportunities for growth and development within the team.
2. Guest Experience: Create a warm, welcoming atmosphere, building rapport with repeat customers and ensuring adherence to high standards of customer service.
3. Communication: Answer telephone calls promptly, clearly, politely, and helpfully, responding to guest inquiries and resolving any issues that may arise.
4. Feedback and Escalations: Manage guest feedback and escalations effectively, taking proactive steps to resolve issues and prevent recurrence.
5. Cash Handling: Handle payments according to company cash handling procedures, ensuring shifts are closed properly and handed over smoothly.
6. Reservations and Requests: Manage and update reservations and requests through Opera, ensuring accurate and efficient communication with guests.
7. Team Training: Train the team and implement front office procedures and practices, promoting a culture of excellence and continuous improvement.
8. Customer Service: Build rapport with guests and resolve issues quickly to maintain high-quality customer service, staying informed about promotions, room prices, activities, and events in the area to provide accurate information to guests.

• Passion for Customer Service: A genuine passion for delivering exceptional customer service and creating memorable guest experiences.
• Language Proficiency: Proficiency in English; Arabic is an asset.
• Flexibility and Adaptability: Flexibility, agility, and ability to work under pressure, with a proactive approach to solving problems and meeting challenges.
• Organizational Skills: Proactive with excellent organizational skills, able to prioritize tasks and manage multiple projects simultaneously.
• Leadership Ability: Ability to work in and lead a team with a customer-oriented approach, inspiring and motivating colleagues to achieve exceptional results.
• Attention to Detail: Attention to detail and commitment to accuracy, ensuring seamless operations and exceptional guest experiences.

As a highly skilled and experienced Senior Service Engineer, you will be responsible for the execution of SLA Programs, Retrofit Upgradations, Extensions and Modifications of Control and Protection systems for assignments classified as medium or high complexity. Your primary objective will be to manage the completion of all site activities efficiently, cost-effectively, and in accordance with contract specifications, quality standards, and safety requirements.

Key Responsibilities

• Represent the Service Engineering function at project and customer meetings, contributing to the creation of the project execution philosophy and plan. Perform implementation of the project philosophy and plan.
• Support continuous improvement of project process and product and system design via provision of lessons learned feedback and issuance of claims (new scope of work, cost impact, time impact, risk quantifications etc.). Perform implementation of changes in design and commissioning as per management processes.
• Support tendering team to estimate efforts required for service engineering activities and collaborate with other teams to solve challenging problems and create work plans for work in own area of responsibility and proactively manage this work to deliver the agreed program on time, on quality and at targeted cost.
• Conduct risk and opportunity assessments in real-time during execution of service engineering activities to ensure safe implementation of the project philosophy and identification of potential variation requests to support contract claims. Report early on any contract/quality/program/cost issues to management, along with recommendations for resolution.
• E nsure that Hitachi Energy is presented as a professional organization in all interactions with the customer. Interface with customers and external providers for approval of plant acceptance criteria, closure of open issues, and completion of acceptance tests.
• Manage external organizations providing a Service Engineering team with equipment, systems or services (e.g. issues permitting them to work provide guidance on health and safety requirements and work practices, accept completion of work done).
• Actively develop and coach colleagues. Cultivate a network of engineering colleagues both within and outside their own business unit. Take the initiative to develop and improve solutions.
• Follow and provide feedback on standard processes and tools. Ensure implementation of agreed processes and procedures to ensure that all site activities comply with the required safety regulations and satisfy contractual requirements.
• Prepare project documentation such as Schedule, SAT, MoS, RA, Site Visit Reports, Incident Reports, RCA, etc in coordination with TL & PM
• Prepare design documentation, HMI and database as per project requirements.
• Perform modification, extension and upgrade works including scheme checks, system power up, system integration, communication verification, signal tests, implementing cybersecurity controls, cybersecurity tests, SAT, energization checks, etc.
• You will be responsible for ensuring compliance with applicable external and internal regulations, procedures, and guidelines.
• L ive by Hitachi Energy's core values safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

• Serving as the primary customer contact relative to service delivery needs and management
• Understanding customer objectives then setting and managing expectations relative to service delivery and actions required to meet objectives
• Facilitating and coordinating communication between customer stakeholders and various Anthology departments as needed
• Maintaining and driving strong process and policy adherence
• Coordinating and facilitating regularly scheduled project and status update meetings withcustomers
• Assisting customer in making strategic decisions in changes to the system, additional functionality, interfaces, changes in configuration, etc.
• Assisting business owners in translating concepts to written requirement
• Participating in customer meetings to help make Blackboard-related decisions
• Developing, coordinating, and implementing plans to test processes during system/process development including quality assurance testing
• Evaluating upcoming releases and recommending new features and functionality
• Monitoring and sharing updates on application version upgrades
• Interfacing with Anthology consulting, product development, support teams and customer management
• Developing detailedplanningincluding Escalation process, Operations Handbook, Infrastructuretest and implementation plans.
• Providing timely and detailed reports of infrastructure changes, service outages, or degradation of services; issuing resolution reports.

• Native Arabic speaker
• Proficient in English (spoken and written)
• Bachelor's degree, preferably in Computer Science or Information Systems.
• Preferred 3+ years of product/project management responsibility envisioning, defining, and releasing new products and features.
• Trained in product and/or project management best practices, procedures and tools
• Strong documentation and project management skills required
• Excellent interpersonal communication skills required
• Ability to maintain composure under pressure
• Demonstrated ability to lead a technical team and manage multiple resources in a high-interrupt environment
• Professional demeanor and ability to establish and maintain effective business and client relationships

• Experience in technical support of applications, specifically withinSaaSenvironments
• Knowledge and understanding of online Learning Management Systems
• An understanding of Internet application technologies including HTML, JSON, SQL, Java, Internet protocols, networking, firewalls, web server configurations, and security
• PMP/ITIL or equivalent certification
• Experience managing customers in a hosted environment
• Executive/Senior Management communication experience

Key Responsibilities:

1. Oversee and manage the delivery of application support and new developments.
2. Ensure adherence to SLAs and governance protocols maintaining high quality service delivery.
3. Act as the primary point of contact for stakeholders facilitating effective communication and addressing escalations promptly.
4. Monitor and manage incident escalations ensuring resolution within agreed timelines.
5. Coordinate Agile practices including sprint planning, standups, and retrospective meetings.
6. Collaborate with the Business Analyst and technical teams to prioritize tasks and allocate resources effectively.
7. Review performance metrics, prepare status reports, and provide updates to stakeholders regularly.
8. Drive continuous improvement initiatives to enhance service efficiency and user satisfaction.
9. Manage team capacity including cross-training plans to ensure business continuity.
10. Identify and plan for any additional skill sets or resources required ensuring alignment with the rate card and budget.

Required Experience:

Manager

The Senior 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.
Key Responsibilities:

1. 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.

2. 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 DevOps) to deliver seamless service.

3. 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 ServiceNow BMC Remedy or Manage Engine

4. 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.

5. 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.

6. 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.

Qualifications :

Minimum Qualifications:

• Bachelors in computer science or a related field.
• ITIL v4 PMP PRINCE2 Certified
• 8 years in IT service delivery with 5 years in a managerial role
• ITSM platforms (ServiceNow BMC Remedy Freshservice).
• Cloud platforms (AWS Azure GCP).
• Networking cybersecurity and IT infrastructure.
• DevOps and automation tools (Ansible Terraform Kubernetes)

Desired Qualifications:

• Masters degree in IT
• 10 years in IT service delivery with 5 years in a managerial role

Remote Work :

No

Employment Type :

Full-time