Service Delivery Manager - Riyadh KSA (Saudization)

Service Delivery Manager – Driving Excellence in IT Operations

We are seeking a highly skilled and results-driven Service Delivery Manager to lead the seamless execution of IT services within our Riyadh office. This pivotal role focuses on ensuring operational efficiency, maintaining high service standards, and fostering strong collaboration across technical, vendor, and business teams. The ideal candidate will be a strategic thinker with a proven track record in IT service management, capable of optimizing performance, resolving critical incidents, and driving continuous improvement in service delivery.

In this dynamic position, you will play a central role in overseeing the end-to-end delivery of IT services, including servers, applications, security, networking, cloud infrastructure, helpdesk support, and IT operations. Your expertise will be instrumental in aligning service performance with business objectives, ensuring compliance with Service Level Agreements (SLAs), and maintaining Key Performance Indicators (KPIs) that drive operational excellence.

Key Responsibilities

As the Service Delivery Manager, your responsibilities will include:

• Strategic Service Oversight: Manage the day-to-day delivery of IT services, ensuring alignment with business needs and operational goals while maintaining high availability and performance standards.
• Cross-Team Coordination: Collaborate closely with technical teams responsible for servers, applications, security, networking, cloud solutions, helpdesk, and IT support to ensure seamless integration and service continuity.
• Incident and Escalation Management: Act as the primary point of contact for business users regarding service issues, coordinating incident resolution, problem management, and service request fulfillment with urgency and precision.
• Performance Monitoring and Reporting: Track and analyze SLA and KPI performance metrics, preparing regular service reports and performance updates for leadership to inform data-driven decision-making.
• Vendor and External Partnerships: Oversee relationships with external vendors, ensuring their service performance meets contractual obligations and contributing to vendor selection, contract negotiations, and performance evaluations.
• Change and Project Support: Lead the planning, implementation, and handover of changes and new services, ensuring minimal disruption and successful transition to operational teams.
• Process Optimization: Identify opportunities for improving service quality, efficiency, and operational workflows, advocating for best practices rooted in ITIL and service management frameworks.
• Stakeholder Communication: Maintain transparent and proactive communication with technical teams, management, vendors, and business stakeholders to foster alignment and trust.
• Operational Excellence: Gain familiarity with Network Operations Centers (NOC), Security Operations Centers (SOC), and Managed Service Providers (MSP) to enhance service resilience and security posture.

This role is ideal for a seasoned professional who thrives in a fast-paced, collaborative environment and is committed to delivering exceptional IT service excellence. Your ability to balance technical expertise with strategic leadership will be key to driving operational success and supporting the organization’s growth in the Kingdom of Saudi Arabia.

Qualifications and Experience

The successful candidate will possess:

• A Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of extensive IT experience, with a strong focus on IT operations, service delivery, and incident management.
• Proven expertise in managing NOC, SOC, Helpdesk, ITIL frameworks, SLAs, KPIs, incidents, problems, and change processes.
• A deep understanding of IT service management principles and the ability to implement industry best practices.
• Excellent communication, problem-solving, and leadership skills to collaborate effectively with diverse stakeholders.
• Experience in a Saudi Arabia-based environment is a significant advantage, given the local market context and regulatory considerations.

Join our team and take ownership of IT service delivery in one of the most dynamic regions in the world. Your contributions will not only enhance operational efficiency but also drive the digital transformation agenda for our organization.