Service Delivery Lead

The Service Delivery Lead

IT Service Management & Governance

• Lead and govern IT Service Management (ITSM) processes, including Incident Management, Problem Management, Change Management, Request Fulfillment, Release Management, and Service Transition.
• Establish, maintain, and continuously improve service management frameworks, standards, operating procedures, and escalation models aligned with ITIL best practices.
• Ensure effective governance and compliance across all service management processes, promoting consistency, accountability, and operational discipline.
• Drive adherence to service delivery policies and controls across internal technology teams and third-party service providers.
• Chair service review forums and governance meetings to ensure service risks, performance issues, and improvement initiatives are effectively managed.

Service Delivery & Operational Excellence

• Oversee day-to-day IT service operations to ensure high availability, performance, reliability, and business continuity of technology services across the organization.
• Act as the primary escalation point for major incidents and service disruptions, coordinating cross-functional teams to restore services within agreed timelines.
• Lead stakeholder communication during critical incidents, ensuring timely updates, transparency, and effective issue resolution.
• Monitor and analyze service performance metrics, including system availability, Mean Time to Restore (MTTR), incident trends, service request fulfillment, and user satisfaction scores.
• Drive root cause analysis (RCA) and ensure implementation of corrective and preventive actions to eliminate recurring service issues.
• Ensure operational readiness for new systems, applications, and technology initiatives through effective service transition and support planning.

Vendor, SLA & Performance Management

• Manage relationships with managed service providers, technology partners, and vendors to ensure delivery of agreed services and outcomes.
• Define, monitor, and report on Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).
• Conduct regular service performance reviews with vendors and internal teams, driving accountability and continuous service improvement.
• Identify opportunities to optimize service delivery models, improve operational efficiency, and reduce total cost of ownership.
• Support contract negotiations, renewals, vendor evaluations, and service scope optimization initiatives to maximize value and performance.

Continuous Improvement, Automation & Transformation Support

• Champion a culture of continuous service improvement through data-driven analysis, benchmarking, and best-practice adoption.
• Drive initiatives to enhance service quality, system stability, user experience, and operational efficiency.
• Promote automation, self-service capabilities, and workflow optimization to reduce manual effort, improve response times, and increase service effectiveness.
• Collaborate with Infrastructure, ERP & Applications, Digital Solutions, Data & AI, and Cybersecurity teams to support technology transformation programs and modernization initiatives.
• Identify opportunities to leverage emerging technologies, AI-driven support capabilities, and analytics to enhance service delivery and operational resilience.

Customer Experience & Stakeholder Management

• Serve as the primary point of contact for business stakeholders regarding IT service performance and service-related concerns.
• Build strong relationships with business leaders to understand operational needs and ensure technology services align with business priorities.
• Measure and improve end-user satisfaction through regular feedback mechanisms, service reviews, and targeted improvement plans.
• Ensure a customer-centric approach across all service delivery functions, fostering trust, responsiveness, and service excellence.

Reporting, Risk & Compliance

• Prepare and present service performance reports, dashboards, and executive summaries to senior leadership.
• Proactively identify service risks, operational vulnerabilities, and capacity constraints, implementing mitigation plans where required.
• Ensure compliance with organizational policies, regulatory requirements, cybersecurity controls, and audit standards related to service delivery.
• Support business continuity, disaster recovery, and resilience planning activities to ensure uninterrupted service availability.

Education

• Bachelor’s Degree in Information Systems, Computer Science, Engineering, or a related discipline is required.
• Master’s Degree in Information Systems, Engineering, Business Administration (MBA), or a related field is preferred.

Experience

• 8–10+ years of progressive experience in IT Service Management, IT Operations, Service Delivery, or related technology leadership roles.
• Proven experience leading end-to-end IT service operations within complex enterprise environments.
• Strong experience managing ITSM processes, operational support teams, and service delivery functions.
• Experience working with shared services, regional, or global service delivery models.
• Prior experience within FMCG, manufacturing, consumer goods, or large enterprise organizations is highly desirable.
• Demonstrated experience managing third-party vendors, managed service providers, and outsourced support services.

Technical Knowledge & Skills

• IT Service Management (ITIL).
• ServiceNow or equivalent ITSM tools.
• Incident, Problem & Change Management.
• Major Incident & Crisis Management.
• IT Infrastructure, Cloud & Enterprise Applications.
• Cybersecurity Operations Awareness.
• SLA, OLA & KPI Management.
• Service Performance Monitoring & Reporting.

Leadership & Business Competencies

• Leadership & Team Management.
• Manage Services Provider (MSP) Management.
• Vendor & Contract Management.
• Stakeholder Management.
• Communication & Influencing Skills.
• Operational Excellence.
• Analytical Thinking & Problem Solving.
• Decision Making & Risk Management.
• Continuous Improvement Mindset.
• Customer Experience Focus.
• Planning, Organization & Service Transformation.
• Note: This role is open for UAE National only.
• Grow with Agthia – For the Better
• Agthia Group is one of the region’s leading Food & Beverage companies, with a growing international footprint.
• We are a publicly listed company on the Abu Dhabi Securities Exchange (ADX) and part of ADQ, one of region’s largest holding companies.
• Rooted in Abu Dhabi since 1978, we've grown into a global presence, operating in countries including the UAE, Saudi Arabia, Kuwait, Oman, Egypt, Turkey, and Jordan.
• We’ve built a diverse portfolio of over 35 market-leading brands across Water & Food, Snacking, Protein & Frozen, and Agri-Business – touching the lives of millions of consumers in more than 65 global markets.
• With sustainability at the core of our innovations, we’ve pioneered several world-first products, setting new benchmarks in industry and meeting the evolving needs of communities worldwide.
• Over 12,000 people from more than 67 nationalities are at the heart of shaping our purpose driven future, supported by an agile environment which encourages collaboration, creativity, and the freedom to make a real difference.
• With a competitive benefits package, genuine opportunities to advance, and a focus on continuous learning and development, we’re committed to supporting your growth as we work together to deliver excellence “For the Better.”
• Join us and be part of a team that's not just shaping the future of food and beverage but also making a meaningful impact on the world.
• Together, let's grow 'For the Better.'