Service Delivery Manager – Network Security & Cloud operations

Service Delivery Manager
UAE
Contract
Compensation – Contract : 25,000 AED per month

Scope : Cloud & Network Security

Role Overview
We are hiring a senior, customer-facing Service Delivery Manager to lead delivery for a telecom-grade cloud and data center infrastructure environment.
The role will act as the on-site delivery lead, responsible for service governance, SLA management, and incident ownership, while working closely with offshore delivery teams. The customer environment is highly technical, so strong domain credibility is essential.

Key Responsibilities
Own end-to-end service delivery across data center infrastructure, cloud environments, and network/security services at a governance level.
Track and drive SLA and KPI adherence.
Lead incident management and ensure timely resolution across teams.
Act as the primary interface for customer stakeholders, including senior IT leadership.
Lead weekly and monthly service review meetings.
Manage escalations and ensure clear communication and follow-ups.
Act as the bridge between customer technical teams and offshore delivery teams.
Ensure alignment and accountability across infrastructure, network, and cloud layers.
Engage in real-time technical discussions with stakeholders.
Validate whether issues are related to infrastructure, network, or applications.
Push back where issues are incorrectly attributed.
Maintain control of technical discussions without dependency on others.
Candidates must have strong exposure to telecom or data center environments, along with infrastructure service delivery.
Required experience includes enterprise infrastructure such as HP and Dell servers, Nutanix, and cloud platforms like AWS, Azure, or GCP within a service delivery context.
The expectation is not for hands-on engineering, but the candidate must be technically strong enough to understand and engage in discussions independently.

Experience Requirements
Minimum 10 years of experience in cloud, telecom, or infrastructure domains is mandatory.
Candidates should have prior experience in service delivery, managed services, or operations governance roles, preferably within telecom or large enterprise environments.

Ideal Candidate Profile
The ideal candidate will have a background in telecom or data center managed services, with strong experience in customer-facing roles.
They should have handled on-site delivery, worked with offshore teams, and managed incident governance, SLA reporting, and escalations.
A strong technical foundation combined with the ability to engage confidently with senior stakeholders is critical.

Key Expectation
The candidate must come across as a credible and senior delivery leader in front of the customer. This role requires both technical understanding and strong customer handling capability.