Information Technology Service Delivery Specialist - 6 Months Contract

Job Description

A dynamic, Arabic-speaking professional with 510 years of experience in Managed Services, IT Service Management (ITIL-aligned), and Customer Success. PMP-certified and well-versed in enterprise-grade ITSM platforms like Ivanti and ManageEngine, this role is tailored for a proactive, energetic individual who can seamlessly represent the service provider at customer premises blending governance, service quality, and people-first engagement in a government sector environment.

Key Responsibilities:

• Act as the on-site primary point of contact for all customer success-related activities.
• Build strong, trust-based relationships with customer stakeholders, fostering loyalty and satisfaction.
• Continuously monitor customer sentiment, escalate concerns, and propose improvement areas.

• Coordinate with delivery teams across Field Services, Service Desk, NOC, SOC, Applications & Systems Support.
• Ensure adherence to SLAs and KPIs, with daily follow-up on performance metrics.
• Support root cause analysis, escalation handling, and action tracking on critical service items.

• Operate within and enhance workflows built on Ivanti or ManageEngine platforms.
• Support the design, configuration, and reporting of incident, change, request, and problem management modules.
• Train and guide customer teams on self-service, dashboards, and reporting practices.

• Support the execution of service improvement initiatives and technology rollout projects.
• Assist in creating and maintaining project plans, risk registers, and milestone tracking.
• Provide regular updates to internal and customer stakeholders on project status.

• Represent the service provider with professionalism and cultural awareness in a UAE government environment.
• Maintain a positive, people-oriented approach, acting as a unifying bridge across customer and service teams.
• Display an engaging, charismatic style that lightens the tone while maintaining high performance and accountability.