Service Delivery Manager

Responsibilities

• 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
• Act as the primary point of contact for clients and conduct regular service reviews
• Implement and enforce ITIL best practices for service delivery
• Manage service budgets, cost optimization, and resource allocation
• Lead and mentor a team of service desk engineers and technical support staff
• Ensure IT services comply with industry regulations such as ISO 27001 and GDPR

Requirements

• Bachelor’s degree in Computer Science or a related field
• Minimum of 5+ years of experience in service delivery or related roles
• Strong understanding of the ITIL framework
• Proven experience managing service contracts and SLAs
• Excellent communication and stakeholder management skills

Preferred Qualifications

• ITIL v4 certification
• PMP or PRINCE2 certification
• Experience with ITSM platforms like ServiceNow, BMC Remedy, or Manage Engine

About the Company

CNS is a technology company that powers the future by providing digital solutions essential to support all enterprise and human development. Founded in 1987, CNS employs over 320 employees and offers in-depth expertise to support the digital transformation of major industries across the Middle East.