Service Delivery Lead

About the role

Requirements

• Bachelor's degree or Higher Diploma in IT, Computer Science, or a related field.
• ITIL V4 Certification (Mandatory).
• Fluency in Arabic and English.
• Relevant experience in infrastructure operations and managed services delivery.
• Experience leading technical teams and L2/L3 operations.
• Strong knowledge of incident, problem, and change management.
• Experience in DR, service restoration, SLA management, and vendor coordination.

Responsibilities

• Lead L2/L3 technical operations across infrastructure, networks, servers, security, databases, backup/DR, and applications.
• Manage major incidents, critical escalations, and root-cause analysis.
• Coordinate disaster recovery (DR) testing and service restoration.
• Monitor service availability, performance, capacity, and SLA compliance.
• Coordinate maintenance activities, patches, changes, and upgrades.
• Manage OEM/vendor support and technical escalations.
• Maintain technical documentation and operational procedures.
• Coordinate with technical teams, business users, and vendors.

Skills

• ITIL
• Incident management
• Problem management
• Change management
• Disaster recovery
• DR testing
• Vendor coordination
• L2/L3 operations
• Infrastructure operations
• Managed services
• Technical documentation
• SLA management
• Root-cause analysis
• Security
• Networks