IT Service Manager

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Job Description

Job Description


The Service Delivery Manager role is pivotal in overseeing the delivery of services within Service Management & IT Operations, encompassing IT Operations, Workplace Services, Change Management, Applications Management & Support. This position is tasked with driving service improvements, ensuring service quality meets or surpasses service level requirements through constant evaluation and enhancement. Key responsibilities include managing service level agreements (SLAs), key performance indicators (KPIs), and operational level agreements (OLAs) with both customers and external service providers. The role entails a continuous review of service performance against set thresholds and executing problem management processes for resolution. Daily management of Service Request Fulfilment, Service Release, and Transition Management processes are essential duties. Additionally, the Service Delivery Manager is responsible for implementing and refining ITSM processes and tools, ensuring IT policies, procedures, and industry standards are applied within Service Management and IT Operations. The role also involves validating consumption against contracted terms, addressing audit findings with corrective actions, and managing stakeholder relations across the business and Digital Technology and Innovation sectors to report on services. The ultimate goals are to optimize capacity for maximum work throughput within budget constraints and enhance customer satisfaction. The role demands flexibility and adaptability, acknowledging the dynamic nature of service delivery that operates on a 24×7 basis.


  • Maintains a service catalogue and liaises with stakeholders to structure SLAs.
  • Documents and regularly reviews operational methods, procedures, and policies.
  • Works with stakeholders to determine and negotiate service level requirements, covering both quantity (e.g., hours, throughput) and quality (e.g., availability, performance).
  • Manages user expectations to optimize satisfaction and establishes qualitative service assessment with users, proposing improvements based on metrics and surveys.
  • Defines future service demands for planning and budgeting; monitors service capacity to prevent interruptions.
  • Regularly reviews OLAs and UPCs, negotiating SLA changes and improvements.
  • Exhibits contractual awareness, identifying cost reduction opportunities and managing annual Capex and Opex budgets.
  • Leads problem management for service issues, maintaining service levels.
  • Monitors service performance metrics, reports to stakeholders, and initiates actions for issues.
  • Supports Project Manager in Service Transition, ensuring service acceptance criteria are met.
  • Builds long-term relationships with key stakeholders across the aviation group and supply chain.
  • Acts as a liaison during high-priority incidents, providing updates on business impact and continuity.
  • Coordinates annual maintenance windows for security patching and reviews exemptions.
  • Maintains and regularly reviews a Risk and Issues register, escalating significant risks.
  • Identifies a backup Service Delivery Manager for continuity during absences.
  • Keeps track of open audit items and drives closure with suppliers and internal teams.
  • Regularly updates the Senior Service Manager on the service scope.
  • Ensures meetings have defined agendas and actions, with records distributed promptly.

Education & Experience

  • 7-10 years of service management and service delivery management experience
  • Knowledge of processes and technologies related to service management and awareness of the latest trends in the service management and service delivery frameworks, tools, platforms and services
  • Bachelor’s degree in Computer Science, Information Systems, or equivalent is a strong advantage
  • Strong knowledge of ITSM tools, reporting and ITIL processes with ITIL Foundation and further ITIL (equivalency) professional qualifications
  • Qualified SAFe agilist with exposure to leading and participating in Agile ceremonies
  • Cloud Data Centers Fundamental
  • Application Technologies Fundamentals
  • Security Fundamentals relating to IT Service Management (e.g. Patching, Vulnerabilities, Audits)
  • Passion for delivering technology services that drive significant customer satisfaction is essential
  • Strong written and oral communication skills including the ability to interact directly with business representatives that do not necessarily have an IT background, to explain complex technical solution and problems in a way that can be easily understood
  • Extended Knowledge (Practical application) of Microsoft Applications and Technologies
  • Sound understanding of Networks, Infrastructure and Application technologies and their applicability to the services provided
  • Extended use of MS toolsets
  • Further accreditations in ITIL or equivalency.

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.

Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.

Abu Dhabi