Service Delivery Manager – IT Services (Riyadh)

About the role

We are looking for an experienced Service Delivery Manager to lead the delivery of IT services in Riyadh. You will ensure operational excellence, meet SLA commitments, and maintain strong customer relationships.

Key responsibilities

• Manage end‑to‑end service delivery operations for internal and external customers.
• Track and report SLA performance and KPIs.
• Coordinate with vendors, partners and internal teams to resolve issues promptly.
• Conduct regular service review meetings and produce operational performance reports.
• Monitor incidents, service requests, problems and escalations to ensure timely resolution.
• Drive continuous service improvement and process optimisation initiatives.
• Ensure compliance with contractual obligations and delivery commitments.
• Collaborate with project managers, technical teams and business stakeholders for seamless service transitions.
• Prepare executive dashboards, governance documentation and operational reports.

Required profile

• 6–12+ years of experience in IT service delivery, service operations or customer success.
• Bachelor’s degree in IT, Computer Science, Business Administration, Engineering or related field.
• Relevant certifications such as ITIL Foundation/Managing Professional, PMP, PRINCE2 or CSM.

Required skills

• ITIL, ISO/IEC 20000 or COBIT frameworks.
• ServiceNow, Jira Service Management, BMC Helix, Freshservice, ManageEngine ServiceDesk Plus.
• Incident, Problem, Change and Service Request Management.
• Vendor, Stakeholder and Customer Relationship Management.
• KPI reporting, performance monitoring and escalation management.
• Agile, Scrum or Waterfall project methodologies.
• Jira, Azure DevOps, Microsoft Project, Confluence.
• Power BI, Tableau, Microsoft Excel.
• Cloud platforms: AWS, Microsoft Azure, Google Cloud Platform.