The Service Delivery Manager (SDM) at Master Works will lead the setup, development, and management of the IT Managed Services delivery model. This role is critical to building the service operations from the ground up, ensuring high-quality delivery of IT services to our clients across various sectors, including government and enterprise environments. The SDM will focus on client satisfaction, operational excellence, and sustainable service frameworks aligned with ITIL and industry best practices.
Key Responsibilities :
Service Delivery Setup & Execution :
- Design and implement end-to-end service delivery models, processes, and SLAs tailored for Master Works' IT clients
- Build operational workflows and governance models for NOC, service desk, on-site support, and remote delivery teams
- Ensure consistent and reliable service performance, quality control, and compliance with contractual obligations
Client Relationship & Account Management :
Act as the key interface between Master Works and its managed service clientsDevelop a deep understanding of each client's operational needs and business objectivesLead regular client meetings, service reviews, and feedback sessions to ensure satisfaction and trustTeam Leadership & Development :
Lead and mentor a team of service desk agents, NOC staff, field engineers, and support specialistsDefine performance metrics and career development plans for team membersFoster a culture of ownership, agility, and accountabilitySLA Management & Reporting :
Monitor service levels and performance indicators using ITSM toolsProduce weekly and monthly dashboards and reports for internal leadership and client stakeholdersProactively identify risks, bottlenecks, and areas of improvement with actionable recommendationsContinuous Improvement & Growth Enablement :
Drive continuous improvement initiatives, including automation, knowledge management, and workflow optimizationCollaborate with the EPMO, Pre-sales, and Technical Units to align service delivery with project-based support modelsSupport the development of service catalogs, pricing models, and proposals for new managed services engagementsRequirements
Qualifications :
Bachelor's degree in Computer Science, Information Technology, or related discipline7+ years of experience in IT service delivery, including 2+ years in a managerial or leadership roleExperience in the Saudi IT market or government digital transformation projects is a plusITIL Foundation certified; advanced certifications (e.g., ITIL Intermediate, PMP) are advantageousKey Competencies :
Deep understanding of IT infrastructure, networks, cloud, and enterprise systemsStrong leadership and people management capabilitiesExcellent communication and stakeholder management skillsFamiliarity with ITSM tools such as ServiceNow, ManageEngine, or similar platformsStrategic thinking with a hands-on approach in startup environments. #J-18808-Ljbffr
