Service Delivery Manager

Job Overview

We are seeking a Service Delivery Manager to oversee the daily execution of IT service delivery in Riyadh, Saudi Arabia. This role involves coordinating multiple IT functions such as servers, applications, security networks, cloud services, helpdesk, and overall IT support. The candidate will ensure service level agreements (SLA) and key performance indicators (KPI) are consistently met and act as the primary liaison for business users concerning service-related issues.

Core Responsibilities

• Oversee daily IT service operations to ensure efficient service delivery.
• Collaborate across teams managing servers, applications, security networks, cloud infrastructure, helpdesk, and IT support functions.
• Monitor and enforce compliance with SLA and KPI targets to maintain service standards.
• Serve as the main point of contact for business stakeholders regarding any service disruptions or issues.
• Coordinate responses to incidents, problems, and service requests promptly and effectively.
• Facilitate management support during major incident responses and escalation processes.
• Plan and oversee changes ensuring they are well managed and implemented without disruption.
• Engage and oversee external vendors while tracking their service quality and performance.
• Generate and deliver regular reports detailing service performance and operational metrics to management.
• Identify opportunities to enhance service quality, operational efficiency, and performance metrics.
• Ensure adherence to ITIL and other recognized IT service management frameworks.
• Support project initiatives by ensuring smooth transition and handover of new services to operations teams.
• Maintain effective communication channels with technical teams, senior management, vendors, and business partners.
• Possess familiarity with Network Operations Center (NOC), Security Operations Center (SOC), and Managed Service Provider (MSP) models.

Candidate Requirements

• A bachelor’s degree in Information Technology, Computer Science, or a related discipline is mandatory.
• A minimum of five years’ professional experience in IT environments.
• Strong knowledge of IT operational practices and principles.
• Proven experience managing NOC, SOC, Helpdesk functions along with comprehensive knowledge of ITIL processes, SLA and KPI management, and handling incidents, problems, and change management.