Head of Service Delivery

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 d...