Service Delivery Manager

About the role

The Service Delivery Manager (SDM) at Masterworks will lead the design, implementation, and ongoing management of the IT Managed Services delivery model. This role builds service operations from the ground up, ensuring high‑quality IT service delivery to government and enterprise clients across Saudi Arabia.

Key responsibilities

• Design and implement end‑to‑end service delivery models, processes, and SLAs for Masterworks’ IT clients.
• Build operational workflows and governance for NOC, service desk, on‑site support, and remote teams.
• Ensure consistent service performance, quality control, and contractual compliance.
• Act as the primary interface with managed‑service clients, understanding their needs and objectives.
• Lead client meetings, service reviews, and feedback sessions.
• Mentor and develop service desk agents, NOC staff, field engineers, and support specialists.
• Define performance metrics and career development plans for team members.
• Monitor service levels using ITSM tools and produce weekly/monthly dashboards for leadership and clients.
• Identify risks, bottlenecks, and improvement opportunities with actionable recommendations.
• Drive continuous improvement initiatives such as automation, knowledge management, and workflow optimization.
• Collaborate with EPMO, Pre‑sales, and Technical Units to align delivery with project‑based support models.
• Support creation of service catalogs, pricing models, and proposals for new engagements.

Required profile

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 7+ years of experience in IT service delivery.
• 2+ years in a managerial or leadership role.
• Experience in the Saudi IT market or government digital‑transformation projects is a plus.
• ITIL knowledge or certification.

Required skills

• ManageEngine
• ServiceNow
• ITSM tools
• Cloud platforms
• ITIL processes
• Enterprise systems