Who we are
Since 2005, ICD has supplied enterprise servers, storage, networking parts and data centre maintenance to businesses in Egypt, the Gulf, Africa and beyond.
Why this role matters
Third-party maintenance customers rely on ICD to keep their servers and storage running beyond OEM support, and every contract is a promise on response time and parts availability. The TPM Service Delivery Manager makes sure those promises are kept, contract by contract.
What you will do
- Own delivery of ICD's TPM contracts: onboarding of covered assets, service levels, response times and renewals readiness.
- Lead the service desk and field service engineers, set rotas and escalation paths, and ensure coverage across Cairo, Dubai and Nairobi.
- Plan spare-parts holdings for covered platforms with procurement, based on installed base and failure history.
- Monitor SLA performance, run service reviews with customers and act on any breach.
- Manage major incidents end to end, including communication, root-cause analysis and preventive actions.
- Support presales in scoping new TPM contracts: asset lists, coverage levels and delivery feasibility.
- Define service processes in line with ITIL and keep contract, asset and ticket records accurate in the ERP.
What you bring
- Bachelor's degree in engineering or computer science.
- At least 7 years in IT hardware support or service delivery, including 3 years managing SLA-based contracts and teams.
- Strong technical background in enterprise servers and storage (Dell, HPE, Lenovo, NetApp or similar).
- Proven experience with SLA reporting, incident management and customer service reviews.
- Ability to plan spares and resources against an installed base.
- Confident communication with customer IT managers and internal teams.
Nice to have
- ITIL 4 Managing Professional or ITIL 4 Foundation certification.
- Experience with a TPM provider such as those serving data centres in the Middle East or Africa.
- PMP or PRINCE2 certification.
- Experience with ERPNext service and asset modules.
Languages
Fluent Arabic and professional English, spoken and written; French is an advantage.
Travel
Up to 25% regional travel across the Middle East and Africa.
What we offer
Paid leave
Leave types: annual, casual, emergency, Hajj, Iddah, maternity, paternity, sick, study.
Paid overtime
Overtime hours are paid in your salary.
Bonus
A bonus for strong results.
Employee of the Month
A monthly prize for the top performer.
Work from home
Up to 3 days a month.
End-of-service gratuity
Paid under labour law when you leave.
Cairo office
Salary advances
An advance on your salary when you need it.
Working hours
09:00 to 17:00, Ramadan 09:00 to 15:00
Cairo office
Working week
Sunday to Thursday
Cairo office
Public holidays
21 public holidays this year.
Cairo office
How we hire
The same steps for every role. We reply within 10 working days.
- You apply
- HR reviews your application
- Interviews
- Offer
- Final approval
- Onboarding