Service Delivery Manager - Oman (Omanization)

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. Show more Show less

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.

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.