Fractional service delivery manager
Senior service delivery leadership when you need it, without the cost and delay of a full-time hire.
A fractional service delivery manager is a senior IT service delivery leader who works with your organisation for a set number of days a month. The role covers SLA and OLA governance, vendor performance, major incident and escalation leadership, and executive reporting, so service delivery is owned and governed even when a permanent hire isn't possible or justified yet.
Who it's for
- Growing organisations whose IT operation has outgrown informal management
- Companies between service delivery leaders, or waiting for a permanent hire
- IT heads who need senior governance capacity for a transformation or migration
- Businesses relying on managed service providers that need holding to account
What you get
- Monthly governance and SLA oversight
- Vendor and major incident leadership
- Board-ready service reporting
- Continual improvement tracked to closure
How it works
- Discovery — A free call to understand your operation, pain points and what success looks like.
- Baseline — The first weeks establish SLAs, reporting, escalation paths and the vendor picture.
- Govern — Regular service reviews, incident leadership and executive reporting on an agreed cadence.
- Hand over — When you're ready to hire, the operating model and reporting are documented for your permanent lead.
Why work with me
- Sustained 98–99% SLA compliance across UAE, Gulf and MEA estates in five regulated sectors
- Owned C-suite escalations, translating technical risk and rollback options into clear go/no-go decisions
- Averted a projected $2.5M business impact by catching a VPN compatibility defect before sign-off
Results from roles at Majid Al Futtaim, GSK, Hitachi Energy, Mubarak Marine Group and Vodafone Egypt. See the full track record.
Questions
How many days a month is typical?
It depends on the size of the operation and what's changing. The commitment is agreed up front after a discovery call and reviewed as your needs change.
Can you work alongside our managed service provider?
Yes. A common part of the role is governing providers against their contracts: service reviews, scorecards and escalation.
Is this on site or remote?
Both. Work is based in Dubai, with on-site time where governance needs it and remote work across the GCC.
Let's see if it's a fit.
Book a free 15-minute call, or take the 3-minute ITSM maturity check first.