Service Delivery Manager (Infrastructure Lead)

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

About the business area

GBS is a group of highly skilled and talented professionals who form an essential part of ADCB's continued journey of success. With a proud history of commitment, innovation and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each and every member of the GBS family plays an integral role in driving ADCB's strategy, growth and digital evolution by working closely with our valued business partners to achieve exceptional customer experience through our outstanding service and support.

We are actively seeking an ambitious professional to join our Group Business Service team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

In this role, your key responsibilities include:

Infrastructure Strategy, Architecture and Planning

• Define the infrastructure strategy, target deployment architecture and delivery roadmap for the Core Banking Transformation Programme.
• Translate application, integration, data, security, availability and performance requirements into end-to-end infrastructure designs and implementation plans.
• Ensure alignment with enterprise architecture, technology standards, approved cloud strategy and the Bank’s target operating model.

Sizing, Capacity and Environment Delivery

• Own infrastructure sizing, capacity forecasting and bill-of-material validation across Development, SIT, UAT, Performance Testing, Training, Production and Disaster Recovery environments.
• Coordinate provisioning and configuration of compute, operating systems, databases, storage, backup, middleware, container platforms and supporting tools.
• Maintain an integrated environment plan and ensure readiness in line with programme milestones.

Database, Network and Cloud Enablement

• Lead database platform, high-availability, backup, recovery, replication and performance requirements in coordination with database teams and vendors.
• Coordinate data centre, network, firewall, load balancer, DNS, connectivity, bandwidth and third-party integration requirements.
• Govern private, public or hybrid cloud deployments, including landing-zone compliance, connectivity, identity, security and cost controls.

Resilience, Security and Compliance

• Define and validate high availability, disaster recovery, RTO/RPO and operational resilience arrangements for critical banking services.
• Ensure infrastructure designs comply with information security, technology risk, data protection, audit and applicable UAE regulatory requirements.
• Coordinate vulnerability remediation, hardening, privileged access, logging and security assurance activities before production deployment.

Performance, Monitoring and Operational Readiness

• Establish performance baselines, monitoring, alerting, capacity thresholds and health-check requirements across servers, databases, storage, network and cloud components.
• Lead performance engineering and resolve infrastructure bottlenecks identified during testing.
• Define support, monitoring, backup, patching, maintenance, configuration and service-management requirements for handover to production operations.

Migration, Cutover and Go-Live

• Lead infrastructure readiness for migration rehearsals, non-functional testing, mock cutovers, production cutover and hypercare.
• Ensure contingency, rollback, command-centre support and technical recovery arrangements are documented and tested.
• Provide evidence-based infrastructure readiness assessment and recommendation for go-live approval.

Policies, Processes, Systems and Procedures

• Adhere to all relevant organisational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders.

Self-Management

• Manage self in line with the Bank’s people management policies, procedures, processes and practices to ensure adherence and to maximise own contribution to business performance.

Customer Service

• Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Bank’s required levels of service in all internal and external customer interactions.

The ideal candidate should have the following experience

Minimum Experience

• At least 10 years of experience in enterprise infrastructure architecture, engineering or technology delivery, including a minimum of 5 years leading infrastructure workstreams for complex banking or financial services transformation programmes.
• Proven experience delivering mission-critical environments across data centre and cloud platforms, with strong exposure to multi-vendor delivery, non-functional testing, migration, cutover and production readiness.

Minimum Qualifications

• Bachelor’s Degree in Computer Science, Information Technology, Engineering or a related discipline. A Master’s Degree is advantageous.

Professional Qualifications

• Relevant certifications in cloud architecture (Microsoft Azure, AWS or Oracle Cloud), ITIL, project/programme management, enterprise architecture, infrastructure platforms, database technologies or information security are preferred.

Knowledge and Skills

• Enterprise infrastructure architecture covering compute, Linux/Windows platforms, virtualization, storage, backup and container platforms.
• Database platforms and resilience technologies, including Oracle RAC/Data Guard and equivalent enterprise database capabilities.
• Network and security technologies, including WAN/LAN, firewalls, load balancers, DNS, VPN, segmentation and secure connectivity.
• Cloud and hybrid infrastructure deployment, governance, identity, monitoring, automation and cost management.
• High availability, disaster recovery, operational resilience, capacity planning and performance engineering.
• Infrastructure-as-Code, configuration management, monitoring, observability and service-management practices.
• Core transformation delivery, vendor governance, risk management, executive communication and stakeholder influencing.

What we offer:

• Competitive Salary: Additional to this, all employees are eligible to participate in one of our rewarding variable pay plans.
• Comprehensive Benefits Package : This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).
• Flexible and Remote Working Options : We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.
• Learning and Development Opportunities : We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.