{"id":3408804,"url":"https://alion.io/job/blackstone-eit-service-delivery-manager","title":"Service Delivery Manager","company":{"id":5155,"name":"Blackstone eIT","domain":"blackstoneeit.com","url":"https://alion.io/company/blackstone-eit","size_band":"501-1000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":88,"open_postings":71,"ghost_share":0,"stale_share":0.493,"repost_share":0,"time_to_fill_p50_days":43,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dubai, United Arab Emirates"],"countries":["AE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":45000,"max_usd":104000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1783},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-28T17:02:10Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-01T16:23:25Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":3},"description":"Key Responsibilities\n- Manage end-to-end delivery of IT managed services in accordance with contractual SLAs and KPIs.\n- Monitor service performance, availability, incident resolution, and customer satisfaction.\n- Manage incident, problem, and change management processes in an ITIL-aligned environment.\n- Handle escalations, root cause analysis (RCA), and corrective action plans.\n- Prepare monthly and quarterly service performance reports and SLA dashboards.\n- Conduct regular service review meetings with stakeholders.\n- Coordinate with technical teams and third-party vendors to ensure timely service delivery.\n- Manage risks, service issues, and continuous service improvement initiatives.\n- Coordinate change control approvals for system upgrades, patches, and service changes.\n- Maintain accurate service documentation and ensure compliance with agreed standards.\nRequirements\n- 10+ years of experience in IT service delivery management.\n- Strong experience managing enterprise IT services against contractual SLAs and KPIs.\n- Solid knowledge of ITIL-based incident, problem, and change management.\n- Proven experience in escalation management, RCA, and service performance reporting.\n- Experience coordinating cross-functional technical teams and external vendors.\n- Strong stakeholder management, communication, and problem-solving skills.\n- Experience with ServiceNow, Jira Service Management, BMC Remedy, or similar tools.\n- Strong risk management and continuous service improvement capabilities.\n- Excellent English communication skills.\nBenefits\n### Preferred Qualifications\n- Bachelor's degree in Computer Science, Information Technology, or a related field.\n- ITIL Foundation certification.\n- PMP or equivalent project management certification.\n- Additional service management certifications are an advantage.","description_format":"text","description_chars":1825,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Systems Integrators","Custom Software Development","AI Consulting & Integration"],"lifecycle":[{"event":"open","at":"2026-10-28T17:02:10Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":43,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/blackstone-eit-service-delivery-manager","json_url":"https://alion.io/job/blackstone-eit-service-delivery-manager.json","meta":{"generated_at":"2026-11-01T17:51:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27353,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5155},"rest":"https://alion.io/mcp/rest/get_company?id=5155"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fblackstone-eit-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fblackstone-eit-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fblackstone-eit-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/blackstone-eit-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fblackstone-eit-service-delivery-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3408804}},{"tool":"search_jobs","arguments":{"company":"blackstoneeit.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3408804},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}