Job Title: Service Delivery Manager (Entity Services & Workload Migration) Department: IT Reports To: IT Operations Manager / Head of Service Management Job Summary: The Service Delivery Manager (SDM) is responsible for ensuring successful delivery, adoption, and lifecycle management of all services offered by Sharjah Digital Department (SDD) to government entities. This includes coordinating and delivering SDD’s IaaS, PaaS, SaaS, and XaaS service packages, managing entity engagement, and leading workload migration initiatives to the SDD Sovereign Cloud. The SDM works closely with the IT Operations Manager, Cloud, Infrastructure, Security, Digital, DevOps, and FinOps teams to ensure service stability, high customer satisfaction, and seamless onboarding of entities into SDD’s digital ecosystem. Key Responsibilities: 1. Service Delivery to Government Entities • Own the end-to-end delivery of SDD’s services to assigned government entities. • Ensure smooth delivery of SDD service packages, including: o Compute, Storage, Backup, DR (IaaS) o DBaaS, OpenShift, DevSecOps, Integration (PaaS) o Email, M365, Security-as-a-Service (SaaS) o API-as-a-Service, Logging-as-a-Service, Monitoring-as-a-Service (XaaS) • Ensure service performance meets SLA and availability standards. • Coordinate internally across SDD teams to ensure high-quality service delivery. 2. Support IT Operations Manager (Service Operations Leadership) • Assist the IT Operations Manager in day-to-day service operations. • Escalate operational issues and support NOC/SOC for impact resolution. • Monitor critical services and provide early warning on service degradations. • Ensure operational readiness of new services being introduced by SDD. 3. Lead Entity Onboarding & Workload Migration • Manage the full onboarding lifecycle for entities migrating to: o SDD Private Cloud o Azure and hybrid landing zones o OpenShift and microservices platforms o DRaaS, BaaS, email, security, and shared services • Coordinate assessment, planning, migration, cutover, and hypercare phases. • Work closely with project teams to ensure smooth and downtime-minimal migrations. • Ensure the entity’s applications meet SDD’s infrastructure, security, and compliance requirements before migration. 4. Key Entity Account Management & Relationship Building • Act as the primary point of contact for key government entities. • Understand entity requirements, challenges, and strategic goals. • Conduct regular review meetings to ensure service performance and satisfaction. • Develop service improvement plans tailored to each entity. • Facilitate communication and transparency between SDD teams and entities. 5. SLA, OLA & Performance Management • Ensure delivery teams meet SLAs for uptime, performance, and service request closure. • Track and manage service KPIs related to entity consumption and experience. • Provide service performance dashboards and executive reports. • Ensure the accuracy of service inventory and consumption for each entity. 6. Incident & Problem Coordination • Act as the escalation point for major incidents affecting entities. • Ensure timely communication and updates to all stakeholders. • Drive RCAs and ensure corrective actions are implemented. • Coordinate cross-team troubleshooting involving Infra, Cloud, Security, Digital, and Vendors. 7. Service Improvement & Optimization • Identify service enhancement opportunities (performance, support, capacity, cost). • Work with FinOps to optimize service consumption and avoid waste. • Recommend process improvements across service delivery and operations. • Lead CSI (Continual Service Improvement) initiatives for entity-facing services. 8. Service Governance & Compliance • Ensure services adhere to: o SDD governance frameworks o Security baselines and privacy standards o NCEMA standards for DR and BCP o Compliance requirements (ISO, NIST, UAE regulations) • Maintain up-to-date service documentation and entity service profiles. Qualifications & Experience: • 7–12 years in Service Delivery, IT Operations, Cloud Services, or Enterprise Service Management roles. • Proven experience managing service delivery in complex environments with multi cloud hosting. • Experience with: o Datacenter-to-cloud migration o Entity onboarding and large-scale service rollouts o Cloud hosting (Azure, VMware, Oracle, OpenShift) o Shared service models (SaaS/PaaS/IaaS/XaaS) • Strong background working with government or enterprise customers. • Solid understanding of ITIL processes, multi-team coordination, and operational governance. Skills & Competencies: Technical & Domain Knowledge • Understanding of cloud hosting, network basics, DR, backup, and platform services. • Familiarity with Azure, VMware/VCD, OpenShift, and DRaaS/BaaS concepts. • Good understanding of security, compliance, and monitoring functions. Soft Skills • Excellent communication and stakeholder management. • Strong leadership and ability to drive cross-functional teams. • Highly organized, with strong planning and execution skills. • Customer-focused mindset with strong negotiation and presentation skills. • Ability to remain calm and structured during operational crises. Preferred Certifications • ITIL v4 Managing Professional or ITIL v4 Foundation (mandatory) • Cloud certifications (Azure, VMware, Oracle Cloud) are an advantage • Project management certifications (PMP / PRINCE2) are beneficial • Customer success or service management training is a plus Key Deliverables • Successful onboarding and migration of entities into SDD-managed services. • Monthly service performance reports for assigned entities. • SLA adherence and improved service delivery metrics. • Increased adoption of SDD’s service catalog by entities. • Standardized service delivery workflows and documentation. • High customer satisfaction scores across managed entities. KPIs • Entity onboarding success rate (%) • Service SLA compliance (%) • Customer satisfaction score (CSAT) • Number of service-impacting incidents and escalations • On-time delivery of migration and onboarding projects • Entity consumption growth for SDD offered services • Reduction in repeated incidents impacting key entities Works closely with: Infrastructure, Cloud, Digital, Security, NOC/SOC, FinOps, PMO, and all hosted entities.