IT Service Delivery Group Manager

Who we are:Albawani is one of the leading construction and contracting companies in Saudi Arabia. Established in 1991, the company has grown from a small civil works contractor into a major diversified group with operations across construction, infrastructure, engineering, water and power, and industrial services. Headquartered in Riyadh, Albawani is recognized for delivering large-scale commercial, healthcare, educational, and government projects throughout the Kingdom. Albawani is known for its strong commitment to quality, safety, and innovation, holding several international ISO certifications and a Class-1 contractor ranking in Saudi Arabia.Job Title: IT Service Delivery Group ManagerDepartment: Technology Infrastructure & IT OperationsRole Purpose: The Service Delivery Group Manager is responsible for leading and managing end‑to‑end L1/L2 IT service operations to ensure high-quality, timely, and consistent technical support across the organization. The role ensures SLA compliance, manages VIP/VVIP support frameworks, oversees IT resources across multiple sites, and drives continuous improvement initiatives to enhance service performance and customer satisfaction.Key Duties & Responsibilities:Lead daily L1/L2 technical support operations.Ensure efficient ticket handling, escalation, and resolution processes.Oversee 24/7 service continuity through rotational shifts.Provide operational oversight for 40+ site IT support resources.Own SLA delivery and performance metrics (70% FCR, 95% SLA compliance).Monitor service performance dashboards and operational KPIs.Manage and maintain the VIP/VVIP support model.Serve as escalation owner for P1/VVIP incidents.Lead service improvement initiatives across support teams.Identify operational gaps and propose technology/process enhancements.Work closely with IT Director for 24x7 operational coordination.Collaborate with cross-functional teams (Infrastructure, Applications, Projects).Job Requirements:Bachelor’s degree in Information Technology, Computer Science, or a related field.10 +years of experience in IT service operations or service delivery roles.ITIL Foundation certification required (ITIL Intermediate is an advantage).Proficiency in ITSM platforms (e.g., ServiceNow, BMC Remedy, Fresh service).Strong understanding of ITSM frameworks (ITIL).Experience managing L1/L2 support teams and high-volume ticket environments.Proven background in SLA management and service performance optimization.Experience handling VIP/VVIP support and P1 incident escalations.Ability to lead cross-functional teams and manage multi-site operations.