Service Delivery Manager (SDM)

Technopeak.ae is one of the leading providers of IT solutions and services operating in the Middle East.

Our IT department is rapidly expanding to support our growing client base. As part of this growth, we are looking for a Service Delivery Manager (SDM) to lead our distributed support team (First & Second Line + Onsite). This role is central to ensuring operational efficiency, SLA compliance, and continuous service improvement while nurturing team growth and customer satisfaction.

If you are ready to advance your career and help clients worldwide solve technical issues, apply now to become part of our professional team at Technopeak.ae!

• Manage day-to-day operations across remote and onsite support teams
• Lead scheduling, shift planning, task assignments, and performance reviews
• Monitor and ensure SLA compliance, CSAT performance, and KPI tracking
• Handle escalations and incident post-mortems with a focus on root cause elimination
• Maintain service documentation, visit reports, and internal knowledge base
• Improve service quality through training, onboarding, and process enforcement

• Collaborate with key account managers to enhance customer experience

  Key Functional Areas

  1. Operations & Shift Management – Full ownership of workload distribution and duty planning
  2. SLA & KPI Monitoring – Ensuring metrics like FTR%, response times, and billable hours stay on track
  3. Incident Handling – Managing escalations, client complaints, and service recovery
  4. Process Compliance – Enforcing use of documentation, OTRS, and service checklists
  5. Team Development – Running onboarding, education, quarterly reviews, and internal NPS
  6. Customer Experience – Leading feedback loops and proposing service improvements

What We Expect

• Strong ownership mindset and clear communication
• A natural leader who builds structure and brings people together
• Willingness to take initiative, challenge inefficiencies, and coach others
• Consistency, discipline, and follow-through

Required Qualifications

• 3+ years in support team leadership, 5+ in IT systems
• MCSA/MCSE or equivalent certification
• Proficient in: Windows/Mac OS, Exchange, O365, networking, Azure AD, InTune
• Upper-Intermediate English (Arabic – optional)

Preferred (Nice-to-Have)

• CCNA or similar networking certifications
• PowerShell scripting or database familiarity
• Experience in hybrid (remote + onsite) environments

• Competitive salary based on skills and experience;
• Visa sponsorship and social benefits for candidates in UAE;
• Opportunity to work with an international team of dedicated professionals;
• Professional growth opportunities in various IT domains, including cybersecurity, network projects. We welcome individuals who bring new knowledge and implement it in real projects.