Head of Service Delivery
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Key skills for this role
About the Role
We are hiring for one of our prestigious clients in the Middle East. We are looking for a seasoned infrastructure leader with a strong background in Managed Services, Service Delivery, Operations, Customer Success, and P&L Management.
Key Skills for This Role
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Overview
We are hiring for one of our prestigious clients in the Middle East.
We are looking for a seasoned infrastructure leader with a strong background in Managed Services, Service Delivery, Operations, Customer Success, and P&L Management.
Key Responsibilities
- Own end-to-end delivery of Managed Services accounts ensuring SLA/KPI compliance and customer satisfaction.
- Lead 24x7 operations across: NOC, Service Desk, End User Computing (EUC),Data Center Operations, Field Services
- Drive service excellence through ITIL-aligned Incident, Problem, Change, and Escalation Management.
- Act as executive escalation point and build strong relationships with CIOs, IT Directors, and key stakeholders.
- Drive Quarterly Business Reviews (QBRs), CSAT/NPS programs, and customer retention initiatives.
- Lead and mentor large delivery teams including Service Managers, Technical Leads, Engineers, and Support Staff.
- Own delivery P&L, resource planning, profitability, and cost optimization.
Requirements
- 20+ years of IT Infrastructure experience
- 8–10+ years in senior Service Delivery leadership roles
- Proven experience managing large Managed Services portfolios with P&L ownership
- Strong background in Infrastructure Operations, Service Transition, and Customer Success
- Experience leading large-scale delivery teams (200+ headcount preferred)
- Exposure to global enterprise customers and complex stakeholder environments
- Strong understanding of ITIL Framework
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