Service Delivery Manager

Job SummaryServes as the primary lead for service delivery operations, focusing on exceeding customer expectations through proactive process management and strategic leadership. You will drive continuous improvement initiatives and manage cross-functional collaboration to ensure high-quality service outcomes.Principal Duties:Service Level & Performance Management: Oversee the end-to-end delivery of managed services to ensure all SLAs and KPIs are met or exceeded.Client Relationship Management: Act as the primary point of contact for clients, leading engagements and service reviews to ensure high satisfaction.Operational Excellence & Process Optimization: Design and implement ITIL-aligned processes to streamline service delivery and improve efficiency.Cross-Functional Leadership: Coordinate between onshore, nearshore and offshore teams to ensure seamless communication and alignment.Continuous Service Improvement (CSI): Identify performance gaps and develop actionable improvement plans to enhance the overall customer experience.Detailed Job DescriptionOperational Governance & PerformanceMonitor and report on service performance by generating detailed analytical insights. You will manage escalations and troubleshoot complex service-related issues, driving them to resolution while ensuring a culture of accountability and strict adherence to ITIL best practices.Strategic Client EngagementBuild and nurture strong, long-term relationships with key stakeholders. This involves coordinating regular service reviews, managing client expectations, and supporting pre-sales activities—including contributing to service design and assisting with RFP/RFI responses to drive business growth.Global Team Collaboration & MentorshipFacilitate seamless communication between onsite teams in Saudi Arabia and offshore delivery centers. You will mentor internal teams to ensure knowledge growth and consistent performance, ensuring that the "one team" philosophy is maintained across geographical boundaries.Process Innovation & EfficiencyProactively design and implement processes that optimize service delivery. You will develop and maintain detailed Service Improvement Plans (SIPs), utilizing data-driven recommendations to drive continuous improvement initiatives that enhance both operational efficiency and the end-user experience.Qualification RequirementsEducation RequirementsRequired in Computer Science, Information Technology, Business Administration, or a related technical field. A Master’s in IT Management is preferred.Work ExperienceTotal Experience: 6-10 years in IT Service Management or Managed Services environments.Leadership: Minimum of 4–5 years in a client-facing leadership role (SDM or Account Lead).Regional Context: Proven experience managing service delivery in the GCC region, specifically working with large-scale enterprises or government entities in Saudi Arabia.Global Delivery: Demonstrated experience working with offshore delivery models and managing virtual, cross-functional teams.Certification/LicenseITIL 4 Foundation: Required.ITIL Managing Professional (MP) or Strategic Leader (SL): Highly preferred.PMP or PRINCE2: Preferred for managing service transitions and improvement projects.Google Cloud (GC): Strong knowledge of Google Cloud and other hyperscalers.DevOps and SRE Expertise: Knowledge of DevOps practices, CI/CD pipelines, and Infrastructure as Code (Terraform, Ansible, etc.)FinOps/Cost Optimization: Knowledge of Cloud FinOps Practices.Language SkillsProfessional English proficiency.Functional Job Competencies1. SLA & KPI GovernanceEnforcing contractual metrics to ensure consistent service quality and accountability.2. ITIL Framework MasteryApplying structured ITSM processes (Incident, Change, Problem) to maintain operational stability.3. Stakeholder ManagementNavigating client relationships and expectations to build trust and long-term partnership.4. Continuous Service Improvement (CSI)Analyzing performance data to identify gaps and implement proactive service enhancements.5. Crisis & Escalation LeadershipDirecting technical resolutions and executive communication during high-pressure service outages.6. Strong technical background in cloud platforms (e.g., GCP, Azure, or AWS) and managed services environments.7. Familiarity with modern IT operating models, including DevOps, SRE principles, and Infrastructure as Code.8. Experience in FinOps or cloud cost management strategies.