Service Delivery Manager - Riyadh KSA

About the Role

We are seeking a highly motivated and experienced Service Delivery Manager to oversee the end-to-end delivery of managed IT services in Riyadh, Kingdom of Saudi Arabia. In this pivotal role, you will be responsible for ensuring seamless service operations, maintaining exceptional customer satisfaction, and driving continual service improvement initiatives. The ideal candidate will serve as the primary operational point of contact for assigned customers, providing technical expertise in IT Service Management (ITSM), Managed Services, and Governance, Risk, and Compliance (GRC) processes. You will play a key role in aligning service delivery with ITIL best practices, optimizing enterprise ITSM platforms, and ensuring compliance with contractual obligations, service level agreements (SLAs), and key performance indicators (KPIs).

Key Responsibilities

The Service Delivery Manager will be tasked with the following core responsibilities:

• Service Delivery Oversight: Ensure the successful delivery of IT services in strict adherence to contractual obligations, SLAs, and KPIs, while maintaining high standards of operational excellence.
• Customer Relationship Management: Act as the primary operational point of contact for assigned customers, fostering strong relationships and addressing service-related inquiries or escalations promptly and effectively.
• Technical Advisory Role: Provide expert guidance on ITSM, Managed Services, and GRC processes, ensuring alignment with industry best practices and organizational objectives.
• Service Review and Performance Monitoring: Lead service review meetings to present operational performance, service metrics, and improvement plans. Proactively monitor service performance, identify risks, and address issues or customer escalations to minimize service disruptions.
• ITIL Process Governance: Ensure the effective implementation and governance of ITIL processes, including Incident, Problem, Change, Request, Knowledge, Asset, Configuration, and Service Level Management.
• ITSM Platform Administration: Administer, configure, and optimize enterprise ITSM platforms (e.g., ServiceNow, BMC, ManageEngine) to support business and operational requirements, including service catalogs, workflows, approval processes, dashboards, and reports.
• Data Integrity Management: Maintain the integrity of the Configuration Management Database (CMDB), asset, and configuration data to ensure accurate and reliable service delivery.
• Major Incident Coordination: Coordinate major incident management activities and lead post-incident reviews to identify root causes and implement preventive measures.
• Service Improvement Initiatives: Drive service improvement initiatives based on operational metrics, customer feedback, and industry trends to enhance service quality and efficiency.
• Vendor and Third-Party Management: Manage third-party vendors to ensure contractual service performance and adherence to agreed-upon standards.
• Reporting and Governance: Prepare executive reports, operational dashboards, SLA reports, and governance documentation to provide transparency and accountability in service delivery.
• Compliance and Security: Ensure compliance with organizational policies, security standards, and audit requirements to mitigate risks and maintain operational integrity.

Qualifications and Skills

To excel in this role, candidates must meet the following educational and professional requirements:

• Education: Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Experience: Minimum of 7 years of experience in IT Service Management or Managed Services, with at least 3 years in a Service Delivery or Service Operations management role. Proven experience managing enterprise customers and complex IT environments is essential.
• Technical Proficiency: Hands-on experience administering or configuring enterprise ITSM platforms such as ServiceNow, BMC, or ManageEngine. Strong knowledge of licensing models for different ITSM tools is required.
• Certifications: ITIL® 4 Foundation certification is mandatory. ITIL® 4 Managing Professional certification is preferred. Additional certifications such as ServiceNow Certified System Administrator (CSA), BMC Helix Certification, or PMP are considered advantageous.

Behavioral Competencies

The ideal candidate will possess the following behavioral competencies to thrive in this dynamic role:

• Customer-Focused Mindset: A commitment to delivering exceptional customer experiences and building long-term relationships.
• Leadership and Team Management: Strong leadership skills to guide and motivate teams toward achieving operational excellence.
• Analytical and Problem-Solving Skills: Ability to analyze complex issues, identify root causes, and implement effective solutions.
• Communication and Presentation Abilities: Excellent verbal and written communication skills to articulate technical concepts to diverse stakeholders and present service performance metrics.
• Stakeholder Management: Proficiency in managing relationships with internal and external stakeholders to align service delivery with business objectives.
• Continuous Improvement Orientation: A proactive approach to identifying opportunities for service enhancement and operational efficiency.

This role is ideal for professionals seeking a challenging and rewarding opportunity to contribute to the success of IT service delivery in a dynamic and growing market. Candidates with a focus on Saudization are strongly encouraged to apply.