Service Delivery Manager - Riyadh KSA

Overview

The role of Service Delivery Manager in Riyadh, KSA, involves ensuring the successful delivery of managed IT services, achieving high levels of customer satisfaction, and complying strictly with agreed service levels. This position manages service operations, fosters continual improvements, oversees customer engagement, and handles the administration and optimization of IT Service Management (ITSM) platforms in accordance with ITIL guidelines.

Key Responsibilities

• Oversee the provision of IT services aligning with contractual agreements, SLAs, and KPIs.
• Serve as the primary operational contact for designated customers.
• Provide technical guidance on ITSM, Managed Services, and Governance Risk Compliance (GRC) processes.
• Lead service review sessions, presenting performance metrics and improvement strategies.
• Monitor service delivery, anticipating and managing risks, issues, and escalations.
• Implement and govern ITIL processes such as Incident, Problem, Change, Request, Knowledge, Asset, Configuration, and Service Level Management.
• Manage and refine enterprise ITSM tools to meet business and operational needs.
• Develop and uphold service catalogs, workflows, approvals, dashboards, and reporting mechanisms.
• Ensure accuracy and integrity of Configuration Management Database (CMDB), asset, and configuration records.
• Coordinate major incident responses and conduct post-incident reviews.
• Initiate service improvement projects informed by metrics and client input.
• Supervise third-party vendors, ensuring compliance with service contracts.
• Prepare executive-level reports, operational dashboards, SLA compliance reports, and governance documentation.
• Enforce adherence to organizational policies, security protocols, and audit standards.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• Minimum seven years of experience in IT Service Management or Managed Services environments.
• At least three years in managing service delivery or operations teams.
• Demonstrable experience working with enterprise customers and overseeing complex IT landscapes.
• Hands-on expertise in configuring or administering large-scale ITSM systems such as ServiceNOW, BMC, or ManageEngine.
• Strong knowledge of licensing models for diverse ITSM tools.
• Certifications required: ITIL® 4 Foundation; preferred certifications include ITIL® 4 Managing Professional, ServiceNow Certified System Administrator, BMC Helix Certification, and PMP.
• Behavioral competencies include customer orientation, leadership, analytical thinking, excellent communication and presentation skills, stakeholder management, and a dedication to continuous improvement.

Additional Information

The position emphasizes support for Saudization initiatives.