CubeZix Technologies is seeking an experienced Service Delivery Manager to lead service delivery across IT Managed Services and AMC clients. The role is responsible for managing the IT engineering team, overseeing helpdesk operations, handling technical escalations, onboarding and managing new AMC contracts, and providing hands-on technical guidance to the team.

The ideal candidate will have strong, in-depth knowledge of IT infrastructure and cybersecurity, combined with leadership capability to train, mentor, and support engineers while ensuring high service quality and client satisfaction.

Key ResponsibilitiesService Delivery & AMC Management

Own end-to-end service delivery for AMC and managed services clients.
Manage onboarding and transition of new AMC customers.
Ensure compliance with SLAs, service scope, and contractual obligations.
Monitor service performance and implement continuous improvement initiatives.
Conduct service reviews and operational meetings with internal teams and clients.

Team & Helpdesk Management

Lead and manage the IT engineering and helpdesk teams (L1/L2/L3).
Assign tickets, prioritize workloads, and ensure optimal resource utilization.
Oversee helpdesk operations including ticket logging, escalation, and closure.
Ensure proper documentation, knowledge base updates, and SOP adherence.

Escalation & Technical Support

Act as the primary escalation point for critical incidents and VIP clients.
Assist engineers in diagnosing and resolving complex and escalated technical issues.
Lead major incident management, root cause analysis (RCA), and corrective actions.
Coordinate with vendors, OEMs, and cloud providers during escalations.

Technical Leadership & Infrastructure Oversight

Provide technical leadership across IT infrastructure environments including:
Servers, virtualization, and storage
Networking, firewalls, and VPNs
Cloud and hybrid infrastructure
Backup, disaster recovery, and monitoring systems
Review and approve technical designs, changes, and implementations.
Ensure infrastructure solutions align with security and best-practice standards.

Cyber Security & Compliance

Ensure cybersecurity best practices are implemented across client environments.
Oversee endpoint security, firewall policies, access controls, and patching.
Support incident response for security-related events.
Ensure compliance with internal security policies and client requirements.

Training & Team Development

Conduct regular technical training and knowledge-sharing sessions for engineers.
Identify skill gaps and recommend training plans and certifications.
Mentor team members to improve technical and operational capabilities.
Promote a culture of continuous learning and service excellence.

Required Skills & ExperienceTechnical Expertise

In-depth knowledge of IT infrastructure and managed services environments.

Leadership & Management

Proven experience managing IT engineering and support teams.
Strong escalation handling and decision-making abilities.
Excellent communication and stakeholder management skills.
Ability to balance technical involvement with service management responsibilities.
Strong understanding of cybersecurity principles and controls.
Hands-on experience with:
Windows Server, Active Directory, and core infrastructure services
Networking (Switches, Firewalls, VPNs)
Virtualization platforms (VMware / Hyper-V)
Microsoft 365, cloud, and hybrid environments
Ability to troubleshoot and resolve L2/L3 technical issues.

Key Performance Indicators (KPIs)

SLA compliance and service availability
Escalation resolution effectiveness
Client satisfaction (CSAT)
Team performance and skill development
AMC onboarding success and renewal retention
Security incident response and prevention

Job Type: Full-time

Pay: AED10,000.00 - AED12,000.00 per month

Education:

Bachelor's (Preferred)

Experience:

IT Managed Services or Infrastructure: 5 years (Required)
Service Delivery, IT Operations, or Support Manager: 2 years (Required)

License/Certification:

ITIL certification preferred. (Preferred)
Bachelor’s degree in IT, Computer Science, or related field (Preferred)

Work Location: In person

Cubezix Technologies

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IT Service Delivery Manager