Service Delivery Manager (Omanization)

About the role

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

Key responsibilities

• Manage daily delivery of IT services across servers, applications, security networks, cloud, helpdesk and IT support.
• Monitor SLA and KPI performance, ensuring service targets are achieved.
• Serve as main contact for business users on service issues and coordinate incident, problem and request handling.
• Support major incident management and escalations.
• Plan, coordinate and implement changes, working closely with vendors and monitoring their performance.
• Prepare regular service reports and performance updates for management.
• Identify and drive improvements in service quality, performance and efficiency.
• Support project hand‑overs and maintain 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 solid understanding of IT operations.
• Proven experience managing NOC, SOC, helpdesk functions and applying ITIL processes.
• Demonstrated ability to manage SLA, KPI, incident, problem and change processes.

Required skills

• NOC
• SOC
• MSP
• ITIL
• SLA management
• KPI monitoring
• Incident management
• Problem management
• Change management
• Cloud services