Service Delivery Manager

About the role

We are looking for an experienced Service Delivery Manager to lead the delivery of IT services for our customers and internal stakeholders in Riyadh. The role focuses on operational excellence, SLA compliance, and strong customer relationships while driving continuous improvement.

Key responsibilities

• Manage end‑to‑end service delivery operations and ensure contractual commitments are met.
• Track, report and analyze Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Coordinate with vendors, partners and internal teams to resolve incidents, problems and escalations promptly.
• Conduct regular service review meetings and produce operational performance reports.
• Lead continuous service improvement initiatives and process optimisation.
• Collaborate with project managers, technical teams and business stakeholders for seamless service transitions.
• Prepare executive dashboards, governance documentation and other reporting artefacts.

Required profile

• 6–12+ years of experience in IT Service Delivery, Service Operations or Customer Success.
• Bachelor’s degree in IT, Computer Science, Business Administration, Engineering or related field.
• Strong knowledge of IT service management frameworks (ITIL, ISO/IEC 20000, COBIT).
• Proven ability to manage vendors, stakeholders and customer relationships.
• Excellent leadership, communication and problem‑solving skills.

Required skills

• SLA tracking and reporting
• Vendor management
• Incident, problem, change and service request management
• ITIL (Foundation or Managing Professional)
• ServiceNow, Jira Service Management, BMC Helix, Freshservice, ManageEngine ServiceDesk Plus
• KPI reporting and performance monitoring
• Agile, Scrum or Waterfall project methodologies
• Jira, Azure DevOps, Microsoft Project, Confluence
• Power BI, Tableau, Microsoft Excel
• AWS, Microsoft Azure, Google Cloud Platform