Support Delivery Manager
Own the client relationship and service governance for a government-grade application managed-support engagement — the single point of accountability for SLAs, escalation, and delivery.
- Location
- United Arab Emirates
- Work model
- On-site
- Experience
- 10+ years
- Markets
- UAE
- Posted
- 7 June 2026
- Type
- Full-time
The mandate
We don't fire rockets. We build turbines — managed-support operations that run without interruption. As Support Delivery Manager you are the single point of accountability for a mission-critical L2/L3 application support service: governance, SLAs, escalation, and the client relationship sit with you. This is a UAE-based, senior-led role for someone who can hold a government client's confidence and keep a disciplined service on track.
Responsibilities
- Act as single point of accountability for service delivery and the client relationship.
- Own service governance: monthly service reviews, quarterly business reviews, and reporting cadence.
- Manage SLA performance, service credits, risk and issue registers, and escalation handling.
- Coordinate commercial matters, change governance, and stakeholder communication.
- Lead a lean, senior delivery team under ITIL-aligned operating discipline.
Requirements
- 10+ years in IT service delivery or managed-services management, including government or regulated-sector clients.
- Strong command of ITIL service management — incident, problem, change, release, and SLA governance.
- Proven ownership of enterprise application support engagements as the client-facing accountable lead.
- Excellent stakeholder and governance communication; comfort in the senior client room.
- Based in or able to be based in the UAE.
What you'll be asked
Describe a managed-support engagement where you were the single accountable lead, and how you governed SLAs.
The application form below asks this question. Concrete, specific answers move forward; generic answers don't.