Service Delivery Manager/Project Manager

Role Overview

Service Delivery Manager/Project Manager at BlackStone eIT. This role leads Blackstone's mobilisation and managed services delivery, providing one accountable interface for service performance, team coordination, governance, reporting and escalation.

Role Purpose

Lead Blackstone's mobilisation and managed services delivery, providing one accountable interface for service performance, team coordination, governance, reporting and escalation. The role manages Blackstone's obligations without replacing the Entity's internal Project Manager or approval authority.

Key Responsibilities

Mobilisation & Transition Planning

• Prepare and maintain the mobilisation, transition and service management plan, including dependencies, risks, milestones and readiness criteria.

Team Leadership & Coordination

• Lead Blackstone's multidisciplinary onsite and offshore team and coordinate priorities with the Entity's Project Manager and designated stakeholders.
• Coordinate candidate onboarding, knowledge transfer, access readiness, documentation and operational handover activities.
• Coordinate with Blackstone technical practices and third parties where specialist support is required.

Service Management & Governance

• Manage service reviews, SLA/KPI reporting, risks, issues, escalations, action tracking and continuous service improvement.
• Ensure incidents, problems, changes and service requests are governed through the agreed ITSM processes and escalation paths.
• Control scope and ensure that additional requirements, material changes or commercial impacts are assessed and confirmed through the agreed governance process.

Reporting & Documentation

• Maintain accurate monthly service reporting, decision logs, dependency tracking and executive-level updates.

Qualifications & Experience

• Minimum 8 years of relevant IT delivery experience, including at least 3 years leading managed services, service transition or multi-domain support teams.
• Demonstrable experience managing SLA-based services, customer governance, escalations and operational reporting.
• ITIL 4 Managing Professional or equivalent service management certification preferred.
• PMP or PRINCE2 Practitioner preferred.
• Previous experience delivering services to UAE government entities preferred.
• Working knowledge of TDRA and related federal hosting, connectivity and approval processes preferred.

Skills & Competencies

• Strong written and verbal English required.
• Arabic strongly preferred for this client-facing role.
• Experience coordinating hybrid teams across infrastructure, applications, cybersecurity, data and end-user support preferred.

Additional Information

Expected contributions include: mobilisation milestones and dependencies managed transparently and escalated early; service reporting that is accurate, timely and aligned with the mutually confirmed SLA/KPI schedule; client decisions, risks, actions and scope changes documented and governed; and Blackstone teams operating as one coordinated delivery unit.