Service Delivery Manager – Oman (Omanization)

About the role

The Service Delivery Manager will oversee the day‑to‑day delivery of IT services in Oman, ensuring that service levels are met and business users receive timely support. This role acts as the primary liaison between technical teams, vendors, and business stakeholders.

Key responsibilities

• Manage daily IT service delivery across servers, applications, security networks, cloud, helpdesk and IT support.
• Monitor SLA and KPI performance, ensuring targets are achieved.
• Serve as the main contact for business users regarding service issues.
• Coordinate and follow up on incidents, problems and service requests.
• Support major incident management and escalations.
• Plan, coordinate and implement changes.
• Work with external vendors and monitor their performance.
• Prepare regular service and performance reports for management.
• Identify and drive improvements in service quality, performance and efficiency.
• Support project hand‑overs and ensure new services transition smoothly to operations.
• Maintain effective communication with technical teams, management, vendors and stakeholders.

Required profile

• Bachelor’s degree in IT or a related computer field.
• Minimum 5 years of IT experience with a strong understanding of IT operations.
• Proven experience managing NOC, SOC, helpdesk functions and applying ITIL processes.
• Demonstrated ability to manage SLAs, KPIs, incidents, problems and change activities.

Required skills

• ITIL framework
• SLA and KPI management
• Incident, problem and change management
• NOC and SOC operations
• Cloud service management