Service Delivery Manager
Location: Riyadh, Saudi Arabia
Experience: 6+ Years
Role Overview
We are looking for an experienced Service Delivery Manager to oversee IT services, ensure customer satisfaction, manage service performance, and lead operational improvements. The role requires strong stakeholder management, service delivery expertise, and the ability to coordinate across multiple technical teams.
Key Responsibilities
- Act as the main point of contact for service delivery operations.
- Ensure services are delivered according to agreed SLAs and performance targets.
- Coordinate activities across infrastructure, service desk, and support teams.
- Monitor service performance and drive issue resolution and continuous improvement.
- Lead customer meetings, service reviews, and operational governance sessions.
- Support incident, problem, and change management processes.
- Manage resource planning and service capacity.
- Review service reports, billing, and operational metrics.
- Drive service improvement and automation initiatives.
- Support service transitions and onboarding of new services.
Required Qualifications
- Bachelor's degree in IT, Computer Science, Engineering, Business, or a related field.
- 6+ years of experience in IT operations, service delivery, or managed services.
- 2+ years in a Service Delivery Manager, Operations Manager, or similar role.
- Experience working in customer-facing environments.
- Good understanding of Infrastructure Operations, Service Desk, and IT Service Management (ITSM).
- Strong communication, stakeholder management, and problem-solving skills.
- Excellent English communication skills.
Preferred Qualifications
- ITIL v4 Foundation certification.
- PMP, PRINCE2, or ServiceNow certifications.
- Knowledge of cloud, infrastructure, and enterprise IT environments.
- Arabic language skills are an advantage.
Key Skills
- Service Delivery Management
- ITIL / IT Service Management (ITSM)
- Incident, Problem & Change Management
- Customer & Stakeholder Management
- Service Reporting & Governance
- Resource & Capacity Planning
- Continuous Service Improvement (CSI)
- ServiceNow
- Power BI
