SDM 5G

Job Details:

Role: Service Delivery Manager – Telecom Managed Services (NOC, Field, & SOC)

Employment Type: 1 year & extendable contract, Outsourced

Work Location: Abu Dhabi, United Arab Emirates

Notice Period: Immediate joiners to a maximum of 15-30 days of notice

Required Experience:

• Minimum 10-15 years of progressive experience in Telecom Managed Services, with a focus on operational delivery and P&L accountability.
• Deep operational and strategic understanding of 5G/4G/LTE network architecture and service assurance.
• Proven experience leading and integrating both Network Operations (NOC/Field) and Security Operations (SOC).
• Expert-level knowledge of ITIL service management principles (certification required) and a strong functional understanding of cybersecurity frameworks (e.g., NIST, ISO 27001).
• Demonstrable commercial acumen with a track record of meeting financial targets and managing large-scale service contracts.
• Integrated Assurance: Own the seamless operational workflow between the NOC (network monitoring/L2 support), Field Services (on-site L3 resolution), and the SOC (security event detection/response).
• Command & Control: Serve as the single point of escalation and decision-maker for all Major Network Incidents (MNI) originating from the NOC and all High-Severity Security Incidents escalated by the SOC.
• NOC Focus: Drive down Mean Time To Resolve (MTTR) network incidents on 5G/4G infrastructure.
• Field Focus: Optimize dispatch, logistics, and first-time-fix rates for all physical network repairs and maintenance.
• SOC Focus: Ensure rapid Mean Time To Detect (MTTD) and Mean Time To Respond (MTTR) for all identified cybersecurity threats and vulnerabilities.
• Process Unification: Enforce the adoption of ITIL-aligned processes for service management and NIST/ISO-aligned processes for security incident response, ensuring consistency across all three pillars.
• Continuous Service Improvement (CSI): Lead formal Service Improvement Plans (SIPs) and security maturity projects, leveraging data from the NOC and SOC to implement preventative measures and drive efficiency through automation and AIOps.
• Technology & Tooling: Approve and guide the integration of critical operational tools, including SIEM (Security Information and Event Management), network monitoring platforms, and Field Workforce Management systems.