Service Delivery Manager

2 weeks ago

Manama, Manama, Bahrain beBeeLeader Full time 5,000 - 6,000
Service Management Center Leader

Deliver high-quality service support to customers by leading a team of skilled technical professionals in a fast-paced, mission-critical operations environment. As the Service Management Center Manager, you will oversee 24/7 operations and ensure that every incident is handled quickly, communicated clearly, and documented accurately.

The Role:

As the SMC Manager, you will be responsible for monitoring system health in real-time, managing alarms and performance dashboards, and ensuring incidents are triaged, escalated, and resolved to agreed SLAs. You will also track and report on incident trends, drive process improvements, and embed best practice aligned with ITIL standards.

Key Responsibilities:

  • Leading day-to-day operations of the Service Management Center, ensuring 24/7 coverage and smooth shift handovers.
  • Monitoring infrastructure across voice, data, internet, and enterprise platforms.
  • Managing incident response from detection to resolution including RCA, stakeholder updates, and post-incident reports.
  • Acting as the escalation point for high-priority or unresolved issues, coordinating with engineering, field teams, and vendors.
  • Maintaining accurate incident logs, metrics, and performance reports.
  • Supporting change management by reviewing planned changes and assessing risk.
  • Caching and mentoring the SMC team, ensuring up-to-date knowledge of tools, processes, and emerging tech.
  • Driving continuous improvement in monitoring, escalation, and resolution processes.

Requirements:

  • 7+ years in Network Operations or Service Management, with at least 2 years in a supervisory role.
  • Strong incident handling, escalation management, and SLA tracking skills.
  • Hands-on experience with enterprise-grade monitoring tools (e.g., SolarWinds, Zabbix, Nagios, PRTG).
  • Background in tech operations, ISP, or managed services.
  • ITIL Foundation (mandatory); ITIL Intermediate/Expert a plus.
  • Relevant technical certifications (e.g., CCNA/CCNP, Juniper, CompTIA Network+).
  • Excellent communication and leadership skills, with the ability to work under pressure.
  • Bilingual (Arabic & English) preferred, but strong non-Arabic speakers will also be considered.

What's in It for You:

  • Key leadership role in a mission-critical operations team.
  • Competitive salary + annual bonus (based on performance).
  • Opportunity to work at the center of enterprise tech service delivery.
  • Lead and develop a skilled technical team in a collaborative environment.
  • Influence processes and service assurance strategies at scale.

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