Senior Service Delivery Manager

Senior Service Delivery Manager – Leading Service Excellence in Dammam

Comarch is seeking a highly motivated and experienced Senior Service Delivery Manager to join our dynamic team in Dammam. In this pivotal role, you will be responsible for overseeing and optimizing the delivery of IT and telecom services, ensuring seamless operations, and driving customer satisfaction. As a key member of our leadership team, you will play a critical role in aligning service delivery with business objectives while maintaining the highest standards of quality and efficiency.

Key Responsibilities

The Senior Service Delivery Manager will lead a team of professionals dedicated to delivering exceptional service across various domains, including IT infrastructure, cloud services, and telecom solutions. Your core responsibilities will include:

• Service Strategy and Planning: Develop and implement service delivery strategies that align with Comarch’s business goals and customer expectations. Collaborate with cross-functional teams to define service roadmaps, SLAs (Service Level Agreements), and KPIs (Key Performance Indicators) to ensure measurable outcomes.
• Team Leadership and Development: Lead, mentor, and motivate a high-performing team of service delivery professionals. Foster a culture of accountability, innovation, and continuous improvement, while providing guidance to enhance team capabilities and performance.
• Service Operations Management: Oversee the end-to-end delivery of services, ensuring adherence to defined processes, compliance standards, and regulatory requirements. Monitor service performance, identify gaps, and implement corrective actions to maintain operational excellence.
• Customer Relationship Management: Act as the primary point of contact for key clients, building and maintaining strong relationships to ensure long-term satisfaction and loyalty. Address escalations promptly and proactively, ensuring issues are resolved to the highest standards.
• Risk and Compliance Management: Ensure all service delivery activities comply with industry regulations, internal policies, and international standards. Conduct regular audits and risk assessments to mitigate potential disruptions and enhance service resilience.
• Performance Monitoring and Reporting: Track and analyze service delivery metrics, providing transparent reporting to senior management and stakeholders. Utilize data-driven insights to drive decision-making and process improvements.

Qualifications and Skills

To excel in this role, you should possess the following qualifications and competencies:

• Education: Bachelor’s degree in Information Technology, Telecommunications, Business Administration, or a related field. A Master’s degree or relevant certifications (e.g., ITIL, PMP, ISO 20000) is highly desirable.
• Experience: Minimum of 8-10 years of progressive experience in service delivery, IT operations, or telecom management, with at least 3 years in a leadership or managerial role. Proven track record in managing large-scale service delivery projects and teams.
• Technical Proficiency: In-depth knowledge of IT service management frameworks, cloud technologies, and telecom infrastructure. Familiarity with tools such as ServiceNow, Jira, or similar platforms is advantageous.
• Leadership and Communication: Exceptional leadership skills with the ability to inspire and guide teams toward achieving strategic objectives. Strong verbal and written communication skills to engage stakeholders at all levels.
• Problem-Solving and Analytical Thinking: A proactive approach to identifying challenges and implementing effective solutions. Strong analytical skills to interpret data and drive continuous improvement.

Why Join Comarch?

As a global leader in IT and telecom solutions, Comarch offers a collaborative and innovative work environment where your contributions will directly impact our success. You will have the opportunity to work with cutting-edge technologies, lead transformative projects, and grow your career alongside industry experts. We provide competitive compensation, comprehensive benefits, and a supportive culture that values diversity and inclusion.

If you are passionate about service delivery and eager to take on a leadership role in a forward-thinking organization, we invite you to apply for the Senior Service Delivery Manager position in Dammam. Join us in shaping the future of digital services and delivering unparalleled value to our clients.