Role Overview:
We are seeking an experienced Senior Manager – Service Delivery to lead and manage enterprise network service delivery operations. The role focuses on ensuring high availability, performance, and reliability of network services while driving operational excellence, SLA adherence, and continuous service improvement within a large enterprise environment.
Key Responsibilities:
- Lead end-to-end network service delivery for enterprise environments
- Oversee day-to-day network operations including LAN, WAN, WLAN, data center, and security services
- Ensure SLA, KPI, and OLA compliance across all network services
- Act as the primary escalation point for major incidents and service disruptions
- Drive incident, problem, and change management processes
- Manage vendor relationships, telecom providers, and managed service partners
- Lead service improvement initiatives and operational transformation programs
- Prepare service reports, dashboards, and executive-level presentations
- Mentor and manage high-performing network operations teams
Key Skills & Expertise:
- Strong experience in network operations and service delivery management
- Deep knowledge of enterprise networking (Routing, Switching, Firewall, Wireless, SD-WAN)
- Experience managing large-scale enterprise or telecom networks
- Proven expertise in ITIL-based service management processes
- Strong understanding of vendor and contract management
- Experience with NOCs, monitoring tools, and incident management platforms
- Excellent stakeholder communication and leadership skills
Certifications (Preferred):
- ITIL v3 / ITIL 4 Certification
- Cisco certifications (CCNP / CCIE – preferred)
- PMP or Prince2 Certification
- Service Management certifications (ISO 20000 – preferred)
Ideal Candidate Profile:
- 10–15 years of experience in network operations and service delivery
- Strong background in UAE or Middle East enterprise environments
- Proven leadership experience managing large technical teams
- Ability to work under pressure and manage critical services
- Strong business acumen with a service-first mindset
Job Category: Service Delivery
Job Type: Full Time
Job Location: Dubai