Information Technology Service Delivery Manager

About Network International

Network International stands as the leading Financial Technology company across the Middle East and Africa, specializing in payments—a core service delivered across more than 50 countries, including key markets such as the UAE, Jordan, South Africa, and Egypt. Beyond payments, the organization provides comprehensive solutions in Data and Insights, Lending, Insurance, and Risk Solutions, catering to businesses of all scales and segments. Recently, Network International has expanded its reach into the direct-to-consumer card segment, reinforcing its commitment to innovation and market leadership.

Our EVP: Empowering Innovation and Collaboration

At Network International, we embrace a culture of forward-thinking and agility, where innovation and purposeful collaboration drive our success. Our commitment to excellence begins with our people—empowering professionals to make bold decisions, learn rapidly, and cultivate expertise alongside industry leaders. Here, solving complex challenges transcends technology; it’s about delivering tangible value to our customers through trust, accountability, and collective achievement. Our environment fosters a shared sense of purpose, where success is not just a milestone but a daily practice of working as one cohesive team.

Role Overview: Shaping IT Service Excellence

As an Information Technology Service Delivery Manager within the KSA IT Service Management team, you will play a pivotal role in overseeing incident management, problem management, and service improvement initiatives. Your leadership will be instrumental in developing and implementing robust policies and systems aligned with industry best practices, ensuring seamless adoption and adherence across the organization. This role demands a strategic approach to meeting customer expectations while elevating service quality standards.

Your responsibilities will encompass achieving agreed service levels and business targets, promptly investigating and resolving incidents and problems to minimize operational disruptions, and addressing escalated IT service-related issues with precision. You will monitor, analyze, and report on trends related to incidents, problems, risks, and compliance, while collaborating with senior management and clients to prioritize remedial actions and drive continuous improvement.

Additionally, you will engage throughout the lifecycle of IT changes, partnering with key stakeholders to align initiatives with strategic objectives while mitigating business disruption. Your role will involve refining and enhancing processes to better support the organization and its clients, ensuring operational resilience and customer satisfaction.

Key Responsibilities

• Service Management Leadership: Oversee critical functions including Incident Management, Problem Management, Continuous Service Improvement, Risk Management, and IT Service Continuity to ensure operational excellence.
• Policy and Procedure Development: Establish, implement, and monitor compliance with policies, systems, and procedures to maintain high service standards.
• Trend Analysis and Reporting: Analyze incident, problem, and change trends to contribute to the service improvement roadmap, ensuring data-driven decision-making.
• Incident Review Leadership: Chair incident review meetings, document outcomes, and circulate minutes, ensuring follow-up actions are completed with key stakeholders.
• Root Cause Analysis (RCA): Conduct detailed RCA to identify corrective and preventive actions, documenting findings in RCA reports and problem tickets until resolution.
• High-Impact Reporting: Develop high-level responses and RCA reports for clients regarding critical and high-impact incidents, ensuring transparency and accountability.
• Standards and Best Practices: Apply ITIL/COBIT frameworks to develop management measures for change, incident, and problem management, ensuring adherence to industry standards.
• Escalation Management: Handle escalations effectively to ensure timely resolution and maintain high levels of customer satisfaction.
• Analytical Insights: Utilize diverse analytical methods to identify trends, risks, and opportunities, translating findings into actionable strategies.
• Quality Assurance and Improvement: Drive service quality assurance programs and prepare comprehensive reports for clients, representing IT in client engagements.
• Business Continuity Planning: Plan and conduct business continuity drills, overseeing availability, operations, and monitoring to ensure organizational resilience.