Service Delivery Manager

We are seeking Service Delivery Manager on a 12-month contract (extendable) for an international IT integrator company based in Dubai. This role is responsible for overseeing and managing a large team of onsite support engineers.Responsibilities:Guide and mentor Team Leaders directly or through the leadership structure.Plan and optimize field engineer allocation to maximize efficiency, cost-effectiveness, and service quality.Work closely with Team Leads to monitor and assess field engineers’ performance, providing regular feedback and coaching.Manage team schedules to meet agreed Service Levels and deliverables.Build and maintain strong relationships with internal and external stakeholders.Ensure service delivery in line with the Service Quality Plan and established Governance Model.Demonstrate a deep understanding of customer needs to ensure the highest level of service.Serve as the second level of escalation for field service-related issues.Qualifications:Bachelor’s degree in Information Technology or a related technical fieldAt least 5–10 years of experience managing a team of at least 50 IT support staffStrong knowledge of IT networking, systems, and helpdesk operationsProven experience supporting government clients across the UAEArabic Speaker is a plus Valid UAE driving license required