IT Service Delivery Group Manager

About Albawani

Albawani, founded in 1991, stands as a prominent construction and contracting group based in Riyadh, Saudi Arabia. The company has expanded from a modest civil works contractor to a diversified conglomerate spanning construction, infrastructure, engineering, water, power, and industrial services. Known for managing substantial commercial, healthcare, educational, and governmental projects across the Kingdom, Albawani holds high standards in quality, safety, and innovation, supported by several international ISO certifications and classification as a Class-1 contractor in Saudi Arabia.

Position Overview

The IT Service Delivery Group Manager will oversee the comprehensive L1/L2 IT service operations, striving to deliver high-quality and timely technical support throughout the organization. This leadership role entails ensuring adherence to service level agreements (SLAs), managing VIP and VVIP support frameworks, supervising IT teams across multiple sites, and championing continuous improvement initiatives to boost service quality and customer satisfaction.

Key Responsibilities

• Lead daily Level 1 and Level 2 technical support functions.
• Guarantee efficient handling of tickets, prompt escalation, and issue resolution.
• Maintain uninterrupted 24/7 support via rotational shift schedules.
• Supervise IT support personnel across more than 40 locations.
• Ensure SLA targets are met with key metrics including 70% First Call Resolution and 95% SLA compliance.
• Monitor service performance through dashboards and key performance indicators.
• Manage the VIP/VVIP support structure effectively.
• Act as the primary escalation point for Priority 1 and VVIP incidents.
• Drive initiatives aimed at enhancing support services.
• Detect operational deficiencies and recommend enhancements in technology and processes.
• Coordinate operational activities in collaboration with the IT Director to support continuous 24x7 operations.
• Work closely with cross-functional teams such as Infrastructure, Applications, and Project divisions.

Requirements and Qualifications

• Bachelor’s degree in IT, Computer Science, or a closely related discipline.
• Minimum of 10 years’ experience in IT service operations or service delivery roles.
• ITIL Foundation certification is mandatory; possessing ITIL Intermediate certification is preferred.
• Skilled in using IT Service Management (ITSM) platforms including ServiceNow, BMC Remedy, and Freshservice.
• Strong understanding and practical experience with ITSM frameworks, specifically ITIL.
• Experience in managing L1/L2 support teams and handling large volumes of support tickets.
• Proven expertise in SLA management and optimizing service performance.
• Experienced in handling VIP and VVIP level support as well as managing Priority 1 incident escalation procedures.
• Capable of leading cross-functional teams and overseeing operations across multiple sites.