Senior Service Delivery Coordinator

(Saudi National Only)

Grade : 0 5

Location : Dhahran

Advert closing : 19 / 11 / 2025

Accountabilities

The Senior Service Delivery Coordinator is responsible for coordinating service delivery and IT service management activities in alignment with ITIL best practices. The role focuses on ensuring that IT services are delivered effectively, efficiently, and in accordance with agreed service levels, while driving continual service improvement. The senior coordinator will establish and maintain action plans, schedules, reports, and communications that support service performance and stakeholder satisfaction.

Responsibilities

• IT Service Delivery Planning and Implementation :
• Support establishing and maintaining applicable policies and processes for ITIL service management and ensure its effectiveness, compliancy and application on the ground
• Assure continuous service performance, quality, availability and improvement through well-structured service improvement plans
• Ensure all SLAs and in-scope contractual deliverable are effectively delivered and achieved
• Analysing key performance indicators (KPIs) and service data to identify bottlenecks and inefficiencies. The Senior Coordinator would then develop and implement strategies to improve our overall service delivery framework.
• Providing on-the-job training, best practices, and direct mentorship to junior service member and operations teams across SBDCP sites. This role would be key to fostering a culture of excellence and professional growth within the team.
• Ensure all business and customer policies and procedures are complied with and adhered to
• Generate all types of service review and analysis reports, communication notes and plans accurately in timely manner
• Ensure continuous improvement on customer satisfaction
• IT Service Delivery Operations :
• Coordinate the development of service management activities and ensure required services, deliverables and implementation activities are on‑time, to the required standard, and aligned with contractual agreements
• Monitor day‑to‑day IT service management operations and ensure delivery of successful results
• Assist in ensuring the overall effectiveness and execution of the service delivery for incidents and change management within the IM&T account, through DSR and MSR reporting.
• Assist in ensuring Major Incidents are managed as per the MIM process, including communications, management updates and RCA completion.
• Support IT Service Delivery communications and engagement with internal and external stakeholders as required
• Ensure all SLAs and in-scope contractual deliverable are effectively delivered and achieved
• Coordinate the processing and documentation of IT Service Management activities in line with Project and Service Delivery function’s policies and procedures
• Coordinate tasks and initiatives for service improvement and CSAT are effectively carried out and fulfilled successfully.
• Assist in managing the packaging and application lifecycle service through Camwood, including running weekly service reviews

Job Requirements

SAUDI NATIONAL EMPLOYEE BENEFITS

In return for the required high levels of commitment and hard work you will receive a competitive salary and benefits package, including a generous leave and leave allowance, a full health care scheme and access to discounted gym membership.

ISE

International Systems Engineering (ISE), established in 1988, is part of BAE Systems' global portfolio. For over 30 years. International System Engineering (ISE) is a trusted provider in delivering secure mission‑critical solutions, services and cutting‑edge technologies. ISE products portfolio includes Cybersecurity, Secure Infrastructure / Cloud Management, Secure Network & Domain Management, Application Support & Development, End User Computing & Support, and IT Service Management.

Aligned with the Kingdom's national objectives, ISE is committed to investing in local talent, advanced technologies, and strong partnerships with both international and local suppliers. Our efforts continues to grow in line with Saudi Vision 2030 in improving national capabilities in high technology areas and contribute to building a highly skilled, inclusive, and future‑ready team.

Note : All appointments in Saudi Arabia are subject to receipt of all necessary Government and / or Customer approvals. If you are Ex‑military, you MUST submit your end of service certificate with your application. We aim to complete the assessment and selection process within 3 weeks from closing date.

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