Service Delivery Manager/Project Manager

Role PurposeLead Blackstone's mobilisation and managed services delivery for Entity, providing one accountable interface for service performance, team coordination, governance, reporting and escalation. The role manages Blackstone's obligations without replacing Entity's internal Project Manager or approval authority.Key ResponsibilitiesPrepare and maintain the mobilisation, transition and service management plan, including dependencies, risks, milestones and readiness criteriaLead Blackstone's multidisciplinary onsite and offshore team and coordinate priorities with Entity's Project Manager and designated stakeholdersManage service reviews, SLA/KPI reporting, risks, issues, escalations, action tracking and continuous service improvementEnsure incidents, problems, changes and service requests are governed through the agreed ITSM processes and escalation pathsCoordinate candidate onboarding, knowledge transfer, access readiness, documentation and operational handover activitiesMaintain accurate monthly service reporting, decision logs, dependency tracking and executive-level updatesControl scope and ensure that additional requirements, material changes or commercial impacts are assessed and confirmed through the agreed governance processCoordinate with Blackstone technical practices and third parties where specialist support is requiredRequirementsMinimum Experience and QualificationsMinimum 8 years of relevant IT delivery experience, including at least 3 years leading managed services, service transition or multi-domain support teamsDemonstrable experience managing SLA-based services, customer governance, escalations and operational reportingITIL 4 Managing Professional or equivalent service management certification preferredPMP or PRINCE2 Practitioner preferredStrong written and verbal English; Arabic is strongly preferred for this client-facing rolePreferred ProfilePrevious experience delivering services to UAE government entitiesWorking knowledge of TDRA and related federal hosting, connectivity and approval processesExperience coordinating hybrid teams across infrastructure, applications, cybersecurity, data and end-user supportExpected ContributionMobilisation milestones and dependencies are managed transparently and escalated earlyService reporting is accurate, timely and aligned with the mutually confirmed SLA/KPI scheduleClient decisions, risks, actions and scope changes are documented and governedBlackstone teams operate as one coordinated delivery unit