Senior Service Delivery Manager – L2 Application Support

About the role

We are seeking a Senior Service Delivery Manager to lead Level 2 (L2) application support for key enterprise clients in Riyadh. The role combines strategic service governance, client engagement, and continuous improvement of support processes across Java.NET and other enterprise platforms.

Key responsibilities

• Own end‑to‑end L2 service delivery, define SLAs and performance targets, and drive automation and innovation.
• Act as primary contact for senior client stakeholders, conduct service reviews, present metrics and manage escalations.
• Lead a cross‑functional team of L2 engineers, plan shifts, balance workloads and mentor junior managers.
• Oversee reporting on SLA adherence, ticket trends, root‑cause analysis and ensure ITIL compliance.
• Collaborate with L3 support, development, DevOps and infrastructure teams for complex issue resolution and problem management.

Required profile

• Bachelor’s degree in Computer Science, Engineering or related field (Master’s preferred).
• 8+ years of IT service delivery experience, including at least 3 years in a senior leadership role.
• Proven experience managing large client accounts and global delivery teams.
• ITIL certification required; PMP or similar leadership credentials a plus.

Required skills

• Java
• .NET
• ServiceNow
• JIRA
• ITIL (certified)