Service Delivery Manager

Overview

We are seeking a skilled Service Delivery Manager based in Riyadh, Saudi Arabia, with over 6 years of expertise in IT operations and service delivery. This role involves managing IT services, maintaining high customer satisfaction, coordinating service performance, and leading ongoing operational enhancements across multiple technical teams.

Key Responsibilities

• Serve as the primary liaison for service delivery operations.
• Ensure delivery of IT services aligns with established SLAs and performance objectives.
• Oversee and coordinate activities among infrastructure, service desk, and support teams.
• Track service performance metrics and facilitate timely issue resolution and ongoing improvements.
• Lead customer engagement meetings, service reviews, and governance forums.
• Support processes related to incident, problem, and change management.
• Manage resource allocation and service capacity planning.
• Analyze service reports, billing statements, and operational data.
• Initiate and guide service improvement and automation projects.
• Assist with service transitions and the onboarding of new services.

Required Qualifications

• Bachelor's degree in IT, Computer Science, Engineering, Business, or a similar discipline.
• Minimum of 6 years’ experience in IT operations, service delivery, or managed services.
• At least 2 years in a Service Delivery Manager or equivalent operations leadership role.
• Demonstrated experience in customer-facing roles.
• Solid understanding of Infrastructure Operations, Service Desk functions, and IT Service Management (ITSM) principles.
• Strong communication skills, effective stakeholder engagement, and problem-solving capabilities.
• Proficient in English communication.

Preferred Qualifications

• Certification in ITIL v4 Foundation.
• Project management certifications such as PMP, PRINCE2, or credentials in ServiceNow.
• Familiarity with cloud technologies, enterprise IT infrastructures, and infrastructure management.
• Arabic language proficiency is considered advantageous.