Service Delivery Manager – Saudi National

Service Delivery Manager – Saudi National

We are seeking a highly skilled Service Delivery Manager for one of our biggest clients, a government entity in Riyadh. Industry : Aviation. Work Model : On-site. Location : Riyadh. Overview

The Service Delivery Manager will be responsible for leading the end-to-end delivery of IT and infrastructure services, ensuring governance, operational excellence, and client satisfaction. This role manages performance against contractual obligations, drives continuous improvement initiatives, and serves as the primary point of contact for service delivery performance and escalations. Job Summary

The Service Delivery Manager will be responsible for the end-to-end delivery of IT and infrastructure services, ensuring governance, operational excellence, and client satisfaction. This role plays a critical part in managing performance against contractual obligations, driving continuous improvement initiatives, and serving as the primary point of contact for service delivery performance and escalations. Key Responsibilities

Oversee IT and infrastructure service delivery performance, ensuring full compliance with SLAs, KPIs, and contractual agreements. Lead governance meetings with clients and key stakeholders, providing detailed performance reports and insights. Manage escalations and critical incidents, ensuring timely resolution and effective communication throughout the process. Drive service improvement plans and implement best practices to enhance operational efficiency and customer satisfaction. Collaborate closely with project managers, technical teams, and vendors to align service delivery with organizational and business objectives. Ensure compliance with IT security, risk management, and audit requirements. Mentor and lead service delivery teams, fostering a culture of accountability, ownership, and continuous learning. Job Requirements

Minimum of +10 years of experience in Service Delivery Management or a similar role. Bachelor’s degree in Computer Science, Information Technology, or a related field. Aviation industry experience is preferred. Strong leadership and stakeholder management skills with proven ability to handle complex, multi-vendor environments. Excellent problem-solving and analytical skills. Strong communication skills, both verbal and written. Ability to work collaboratively in a team-oriented environment. Certifications : ITIL v4 (required); PMP / PRINCE2 (preferred). Seniority level

Director Employment type

Full-time Job function

Information Technology Industries IT Services and IT Consulting

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