Service Delivery Manager – Cloud & Reliability Engineering

Technical Service Delivery Manager – Performance, Cloud, and Site Reliability Engineering Services

Position Overview:

We are seeking an experienced and highly skilled Technical Service Delivery Manager to oversee and deliver performance, cloud, and site reliability engineering services. The ideal candidate will possess deep technical expertise and exceptional leadership capabilities.. This role demands a proactive approach to service delivery, ensuring high standards of operational excellence and customer satisfaction.

Key Responsibilities:

• Support head of the department in managing the delivery of performance engineering, cloud services, and site reliability engineering (SRE) solutions to clients.
• Ensure the successful implementation, monitoring, and optimization of performance, cloud, and SRE services.
• Serve as the primary point of contact for clients, ensuring timely and effective communication in Arabic and English.
• Develop and maintain strong relationships with clients, understanding their business needs and providing tailored solutions.
• Manage service level agreements (SLAs), key performance indicators (KPIs), and other performance metrics to ensure service excellence.
• Identify areas for service improvement and implement best practices for continuous enhancement.
• Oversee incident management, problem resolution, and root cause analysis for performance, cloud, and SRE-related issues.
• Prepare and present regular service delivery reports to stakeholders.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 3+ years of experience in performance engineering, cloud services (such as AWS, Azure, Alibaba Cloud, or Google Cloud), and site reliability engineering.
• Proven track record in managing technical service delivery and leading engineering teams.
• Exceptional communication skills in both Arabic and English.
• Understanding of performance testing tools, cloud architectures, and SRE principles.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Strong analytical, problem-solving, and decision-making skills.
• Certifications in relevant fields (e.g., AWS Certified Solutions Architect, Google Cloud Professional, Certified Kubernetes Administrator) are a plus.

Preferred Skills:

• Experience with monitoring and observability tools such as Dynatrace, Prometheus, Grafana, or similar.
• Knowledge of automation tools and scripting languages.
• Familiarity with ITIL processes and service management frameworks.
• Ensure the successful implementation, monitoring, and optimization of performance, cloud, and SRE services.