Service Delivery Manager - Oman (Omanization)

Job description

Key Responsibilities

• Manage day-to-day delivery of IT services.

• Coordinate with teams responsible for servers, Applications, Security networks, cloud, helpdesk, and IT support.

• Monitor SLA and KPI performance and ensure service targets are achieved.

• Act as the main contact for business users regarding service issues.

• Coordinate and follow up on incidents, problems, and service requests.

• Support the management of major incidents and escalations.

• Coordinate changes and ensure they are properly planned and implemented.

• Work with external vendors and monitor their service performance.

• Prepare regular service reports and performance updates for management.

• Identify areas for improving service quality, performance, and efficiency.

• Ensure IT services follow established ITIL and service management processes.

• Support projects and ensure new services are properly handed over to the operations team.

• Maintain good communication with technical teams, management, vendors, and business stakeholders.

• Familiar with NOC, SOC, MSP

Requirements

• Bachelor's degree in IT, Computer related field.

• 5+ years of IT experience.

• Good understanding of IT operations.

• Experience managing NOC, SOC, Helpdesk, ITIL, SLA, KPI, incidents, problems, and changes.

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