IT Service Delivery Manage

Role Description The IT Service Delivery Manager role at Zenith Packaging Machinery Co., Ltd. is a part-time, hybrid position based in Abu Dhabi Emirate, United Arab Emirates, with flexibility for some work from home. The role involves overseeing day-to-day IT service operations, ensuring timely resolution of technical issues, and maintaining high service quality standards. The IT Service Delivery Manager will coordinate technical support activities, manage incident and request workflows, and monitor performance against service level agreements. This role includes collaborating with internal stakeholders and external vendors, optimizing IT processes, and implementing improvements to enhance reliability and user experience. The manager will also prepare regular service reports, support IT change initiatives, and ensure alignment with company policies and security practices.
Qualifications

• Strong technical support and troubleshooting skills, with the ability to diagnose and resolve a range of IT issues.
• Solid foundation in information technology concepts and infrastructure, including common hardware, software, and network environments.
• Proficiency in IT service management practices, including incident, problem, and request management, and working with ITSM tools.
• Demonstrated customer service skills, with a focus on clear communication, follow-through, and user satisfaction.
• Experience managing or coordinating IT service delivery in a corporate or industrial environment, preferably manufacturing or packaging.
• Ability to work effectively in a hybrid setting, managing priorities independently and collaborating with on-site and remote teams.
• Strong organizational and time management skills, with attention to detail and consistent documentation practices.
• Relevant degree or diploma in Information Technology, Computer Science, or a related field; professional certifications (e.g., ITIL) are an advantage.
• Awareness of information security and data protection principles, and commitment to following company policies and best practices.