Service Delivery Manager

Role Purpose

Lead Blackstone's mobilisation and managed services delivery for Entity, providing one accountable interface for service performance, team coordination, governance, reporting and escalation. The role manages Blackstone's obligations without replacing Entity's internal Project Manager or approval authority.

Key Responsibilities

• Prepare and maintain the mobilisation, transition and service management plan, including dependencies, risks, milestones and readiness criteria.
• Lead Blackstone's multidisciplinary onsite and offshore team and coordinate priorities with Entity's Project Manager and designated stakeholders.
• Manage service reviews, SLA/KPI reporting, risks, issues, escalations, action tracking and continuous service improvement.
• Ensure incidents, problems, changes and service requests are governed through the agreed ITSM processes and escalation paths.
• Coordinate candidate onboarding, knowledge transfer, access readiness, documentation and operational handover activities.
• Maintain accurate monthly service reporting, decision logs, dependency tracking and executive-level updates.
• Control scope and ensure that additional requirements, material changes or commercial impacts are assessed and confirmed through the agreed governance process.
• Coordinate with Blackstone technical practices and third parties where specialist support is required.

Requirements

Minimum Experience and Qualifications

• Minimum 8 years of relevant IT delivery experience, including at least 3 years leading managed services, service transition or multi-domain support teams.
• Demonstrable experience managing SLA-based services, customer governance, escalations and operational reporting.
• ITIL 4 Managing Professional or equivalent service management certification preferred.
• PMP or PRINCE2 Practitioner preferred.
• Strong written and verbal English; Arabic is strongly preferred for this client-facing role.

Preferred Profile

• Previous experience delivering services to UAE government entities.
• Working knowledge of TDRA and related federal hosting, connectivity and approval processes.
• Experience coordinating hybrid teams across infrastructure, applications, cybersecurity, data and end-user support.

Expected Contribution

• Mobilisation milestones and dependencies are managed transparently and escalated early.
• Service reporting is accurate, timely and aligned with the mutually confirmed SLA/KPI schedule.
• Client decisions, risks, actions and scope changes are documented and governed.
• Blackstone teams operate as one coordinated delivery unit.