Infra MS - Dubai - Intertec Softwares

Description

Role Overview

We are seeking an experienced Technical Service Delivery Manager (Arabic-speaking) to lead and oversee the end-to-end delivery of IT Managed Services for a prestigious client in the UAE. The ideal candidate must bring a strong technical foundation across Infrastructure, Security, Service Desk, and ITSM, combined with excellent client relationship management skills, bilingual fluency in Arabic and English, and the ability to operate diplomatically within a high-pressure environment.

Key Responsibilities

Service Delivery & Governance

• Own and manage all aspects of day-to-day service delivery across the IT landscape (On-prem, hybrid, and cloud).
• Ensure 100% compliance with contractual SLAs and KPIs.
• Fully govern and drive structured incident, problem, change, capacity, and availability management in line with ITIL v4 best practices.
• Lead daily/weekly/monthly governance reviews and interface with client leadership, ensuring transparency and control.

Customer Engagement & Stakeholder Management

• Act as the primary interface for client stakeholders, translating complex technical issues into business-impact language.
• Navigate and manage behavioral challenges and high-pressure communication scenarios with maturity and diplomacy.
• Ensure all communication and documentation aligns with English and Arabic language expectations.

Team Coordination & Escalation Handling

• Lead cross-functional technical teams (L1-L3) spanning Windows, Linux, VMware, Networking, Security, Service Desk, End-User Support, etc.
• Own and resolve critical escalations, coordinating war-room efforts involving OEMs and internal engineering teams.
• Oversee SDM dashboards, ticket hygiene, and quality control of RCA reports and change management documentation.

OEM & Third-Party Coordination

• Coordinate proactively with OEMs for escalated technical issues
• Manage end-to-end DR drills, patching cycles, and product upgrades in coordination with internal teams and CAB.

Documentation & Controls

• Own the creation, versioning, and maintenance of:
• IT Risk Registers
• Standard Operating Procedures (SOPs) for critical operational areas
• High-Level Designs (HLDs) and Low-Level Designs (LLDs)
• Operational Runbooks, Disaster Recovery Plans, and ITSM Workflows
• Service Improvement Plans (SIPs) and Audit Tracker logs
• RCA templates, SLA dashboards, and Knowledge Base Articles
• Ensure all documentation is up-to-date, reviewed periodically, and compliant with client's audit and governance standards.
• Implement and monitor document lifecycle management, including review/approval cycles and archival processes.

Asset, License & Lifecycle Management

• Own and govern the Infrastructure Asset Tracker, covering all physical & virtual assets.
• Track and report asset EOL/EOS status with OEM advisories and replacement plans.
• Govern license management and ensure license renewals, support expiry, warranty status, and OEM SLAs are monitored and actioned.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or equivalent.
• ITIL v3 or v4 Certification is mandatory.
• Strong foundation in core IT Infrastructure domains: virtualization, Windows/Linux servers, Networking, and ITSM.
• Deep understanding of Managed Services delivery models, governance, and SLA frameworks.
• 18+ years in IT, with 7+ years in a Service Delivery (Senior Management roles).
• Bilingual: Fluency in Arabic and English (spoken and written).
• Audit prep experience especially SLA, SOC2, ISO, or NESA audits.
• Experience writing or defending SLA waiver justifications.

Desirable Experience

• Prior experience handling UAE clients or GCC engagements.
• Understanding of security operations and SOC/NOC coordination in a heterogeneous infrastructure.
• Experience in conflict de-escalation, emotional intelligence, and managing complex customer behavior.
• Knowledge of change transition (CT) environments and handling hybrid infra operations.

Soft Skills

• Calm, composed, and diplomatic under pressure.
• Strong verbal and written communicator.
• Highly structured, documentation-focused.
• Proactive, takes ownership, and drives outcomes.

Behavioral & Leadership Competencies

Competency

Description

Stakeholder Diplomacy

Manages escalations and behavioral issues tactfully

Documentation Rigor

Maintains structured, compliant, and auditable records

Technical Breadth

Understands cross-domain infra/security scope

Ownership & Accountability

Drives outcomes without passing blame

Multilingual Communication

Delivers technical and business-level updates in Arabic and English

Work Environment

• Environment: 24x7 mission-critical
• Flexibility: Must be available for escalations, emergency tasks, and war-room handling beyond working hours
• Location: 100% Onsite – Dubai, UAE