IT Service Delivery Manager Job Vacancy in Khartoum, Sudan – Technology

Job Description

Position:IT Service Delivery Manager

Company:Microsoft Sudan

Location:Khartoum, Sudan

Experience:5+ years in IT service delivery, operations management, or related roles

Education:Bachelor’s degree in Computer Science, Information Systems or related field

Employment Type:Full-time

Industry:Technology

Department:Service Delivery

Salary:SSP 250,000 – 350,000 per month

Vacancies:1

Company Overview

Microsoft Sudan is a leading subsidiary of the global technology giant Microsoft, dedicated to empowering individuals, businesses, and governments across Sudan with innovative cloud solutions, AI-driven platforms, and cutting‑edge productivity tools. With a strong commitment to digital transformation, Microsoft Sudan collaborates with local partners, educational institutions, and public sector agencies to drive sustainable growth and enhance the nation’s technological ecosystem. As part of the broader Microsoft family, the Sudan office adheres to the company’s core values of integrity, inclusion, and customer obsession, fostering a culture where talent thrives and ideas become reality. The organization offers a dynamic environment that encourages continuous learning, cross‑functional collaboration, and the pursuit of excellence, making it an ideal place for professionals seeking to shape the future of technology in Sudan.

Job Overview

The IT Service Delivery Manager will lead the end‑to‑end delivery of Microsoft’s cloud and enterprise services to a diverse portfolio of Sudanese clients, ensuring high‑quality, reliable, and secure solutions that meet contractual SLAs and exceed customer expectations. Reporting to the Regional Service Delivery Director, the role involves coordinating cross‑functional teams, managing service incidents, driving process improvements, and acting as the primary liaison between clients and internal technical experts. This position plays a pivotal role in Microsoft Sudan’s growth strategy, supporting the expansion of cloud adoption, digital workplace initiatives, and enterprise transformation projects across the country. For more information about Microsoft’s mission in Sudan, visit https://sudanjobsearch.com/.

Key Responsibilities

• Oversee the delivery of Microsoft Azure, Microsoft 365, and Dynamics 365 services to ensure compliance with SLA commitments.
• Lead incident and problem management processes, coordinating rapid resolution and root‑cause analysis.
• Collaborate with sales, engineering, and support teams to design and implement service delivery plans aligned with client business objectives.
• Develop and maintain service delivery dashboards, reporting key performance metrics to senior leadership.
• Drive continuous improvement initiatives using ITIL best practices to enhance efficiency and customer satisfaction.
• Manage relationships with key stakeholders, providing regular updates, escalations, and strategic recommendations.
• Ensure adherence to security, data privacy, and regulatory requirements specific to Sudanese markets.

Required Skills

• Strong knowledge of cloud platforms (Azure, AWS, or Google Cloud) and enterprise SaaS solutions.
• Proficiency in ITIL framework and service management tools (e.g., ServiceNow, Jira).
• Excellent communication and stakeholder management abilities.
• Analytical mindset with the capacity to interpret complex data and drive actionable insights.
• Leadership experience in managing multidisciplinary technical teams.
• Problem‑solving skills with a customer‑centric approach.
• Fluency in English; Arabic proficiency is an advantage.

Education

A bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related discipline is required. Relevant certifications such as ITIL Foundation, Microsoft Certified: Azure Administrator Associate, or PMP are highly desirable and will be considered a strong asset during the selection process.

Experience

Candidates must possess a minimum of five years of hands‑on experience in IT service delivery, cloud operations, or enterprise technology management. Prior experience within a multinational technology firm or a large‑scale public sector project in Sudan or the broader MENA region will be viewed favorably.

Salary

The compensation package ranges from SSP 250,000 to SSP 350,000 per month, commensurate with experience, qualifications, and performance. In addition to the base salary, the role includes performance‑based bonuses, stock‑option eligibility, and comprehensive benefits.

Benefits

• Health insurance covering medical, dental, and vision care.
• Retirement savings plan with company matching contributions.
• Generous paid time off and public holiday schedule.
• Professional development allowance for certifications and training.
• Employee assistance program and wellness initiatives.
• Flexible working arrangements, including remote work options.

Training

• Onboarding program covering Microsoft’s cloud portfolio, security standards, and regional compliance.
• Continuous learning pathways through Microsoft Learn, internal labs, and mentorship.
• Leadership development workshops focused on strategic thinking and people management.
• Access to global conferences and webinars on emerging technologies.

Working Environment

Microsoft Sudan offers a collaborative, inclusive, and innovative workplace where diversity of thought is celebrated. Employees work in a modern office located in Khartoum’s business district, equipped with state‑of‑the‑art technology, ergonomic workstations, and collaborative spaces designed to foster creativity and teamwork. The company promotes a healthy work‑life balance, encouraging employees to engage in community outreach, volunteer programs, and sustainability initiatives that align with Microsoft’s global mission.

Application Process

Interested candidates should submit their updated resume and a cover letter outlining their relevant experience through the online portal on the Microsoft Careers website. Applications will be screened by the talent acquisition team, followed by an initial phone interview, a technical assessment, and a final interview with senior leadership. Successful applicants will receive a formal offer within two weeks of the final interview.

Equal Opportunity Statement

Microsoft Sudan is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or veteran status.