IT Service Delivery Manager (Arabic Speaker)

• Act as the single point of contact for day-to-day managed-services operations. • Manage service delivery across infrastructure, backup, database, network security, monitoring, and disaster recovery functions. • Ensure services are delivered in accordance with agreed SLAs, KPIs, operating procedures, and contractual requirements. • Lead daily, weekly, monthly, and quarterly service-review meetings. • Review incident, problem, change, capacity, availability, and performance reports. • Coordinate the resolution of major incidents and act as the first management escalation point. • Ensure root-cause analyses and corrective-action plans are completed for recurring and high-impact incidents. • Manage service risks, dependencies, issues, and improvement initiatives. • Coordinate activities with FTA teams, OEM vendors, third-party service providers, and the existing MSP. • Ensure operational documentation, escalation matrices, runbooks, and governance records remain current. • Monitor team performance, resource availability, shift coverage, and on-call readiness. • Support SLA baselining during transition and operational handover. • Drive shift-left initiatives, automation, knowledge transfer, and continuous improvement. • Prepare and present SLA, KPI, capacity, availability, incident, and service-improvement reports. • Maintain customer satisfaction and ensure timely resolution of service concerns. • Strong understanding of ITIL service-management practices. • Experience managing enterprise infrastructure managed-services contracts. • Knowledge of incident, problem, change, configuration, capacity, and availability management. • Strong stakeholder, vendor, and escalation management skills. • Excellent reporting, presentation, negotiation, and communication skills. • Ability to manage multidisciplinary technical teams. Skills reqts • Understanding of Nutanix, Linux, Windows, backup, database, network, security, and DR operations. • Arabic speaking. • ITIL Foundation or ITIL Managing Professional certification. • PMP, PRINCE2, or equivalent project-management certification.