Service Delivery Manager

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Master-Works Full time

The Service Delivery Manager (SDM) at Master Works will lead the setup, development, and management of the IT Managed Services delivery model. This role is critical to building the service operations from the ground up, ensuring high-quality delivery of IT services to our clients across various sectors, including government and enterprise environments. The SDM will focus on client satisfaction, operational excellence, and sustainable service frameworks aligned with ITIL and industry best practices.

Key Responsibilities:

Service Delivery Setup & Execution:

  • Design and implement end-to-end service delivery models, processes, and SLAs tailored for Master Works' IT clients.
  • Build operational workflows and governance models for NOC, service desk, on-site support, and remote delivery teams.
  • Ensure consistent and reliable service performance, quality control, and compliance with contractual obligations.

Client Relationship & Account Management:

  • Act as the key interface between Master Works and its managed service clients.
  • Develop a deep understanding of each client's operational needs and business objectives.
  • Lead regular client meetings, service reviews, and feedback sessions to ensure satisfaction and trust.

Team Leadership & Development:

  • Lead and mentor a team of service desk agents, NOC staff, field engineers, and support specialists.
  • Define performance metrics and career development plans for team members.
  • Foster a culture of ownership, agility, and accountability.

SLA Management & Reporting:

  • Monitor service levels and performance indicators using ITSM tools.
  • Produce weekly and monthly dashboards and reports for internal leadership and client stakeholders.
  • Proactively identify risks, bottlenecks, and areas of improvement with actionable recommendations.

Continuous Improvement & Growth Enablement:

  • Drive continuous improvement initiatives, including automation, knowledge management, and workflow optimization.
  • Collaborate with the EPMO, Pre-sales, and Technical Units to align service delivery with project-based support models.
  • Support the development of service catalogs, pricing models, and proposals for new managed services engagements.
Requirements

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related discipline.
  • 7+ years of experience in IT service delivery, including 2+ years in a managerial or leadership role.
  • Experience in the Saudi IT market or government digital transformation projects is a plus.
  • ITIL Foundation certified; advanced certifications (e.g., ITIL Intermediate, PMP) are advantageous.

Key Competencies:

  • Deep understanding of IT infrastructure, networks, cloud, and enterprise systems.
  • Strong leadership and people management capabilities.
  • Excellent communication and stakeholder management skills.
  • Familiarity with ITSM tools such as ServiceNow, ManageEngine, or similar platforms.

Strategic thinking with a hands-on approach in startup environments.

  • Service Delivery Manager

    2 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Meituan Full time

    About UsKeeta, the international subsidiary of Meituan—the global delivery giant—is on a mission to transform food and consumer product delivery worldwide. With our core belief: "We help people eat better, live better," we're taking innovation to the global stage. Our story began in 2023 in Hong Kong, China, where we became an industry leader in under a...

  • Managed Services Delivery Assistant Manager

    2 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia EJADA Full time

    Job Purpose:Lead the execution and delivery of IT managed services for high-profile clients in the banking, finance, and government sectors. Ensure top-quality service performance, regulatory compliance, and customer satisfaction by managing a skilled IT team and optimizing operational processes.Key Accountabilities:Develop and implement IT managed service...

  • Delivery Service and Operations Expert

    2 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Meituan Full time

    About UsKeeta, the international subsidiary of Meituan—the global delivery giant—is on a mission to transform food and consumer product delivery worldwide. With our core belief: "We help people eat better, live better," we're taking innovation to the global stage. Our story began in 2023 in Hong Kong, China, where we became an industry leader in under a...

  • Delivery Manager Banking

    2 days ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Envision Employment Solutions Full time

    Envision Employment Solutionsis currently looking for aDelivery Manager Banking & Data Management Projectsfor one of our partners, a global leader in the IT Services and IT Consulting.Job Summary:The Country Delivery Manager acts as the primary point of contact for delivery-related matters within a country, however, the delivery specialist within the...

  • Technical Delivery Manager

    6 days ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Discovered MENA Full time

    Software Delivery Manager - Real EstateLocation:RiyadhDiscover the opportunityWe are hiring a Software Delivery Manager to work onsite with a leading semi-government real estate entity in Saudi Arabia, generating over 1 billion SAR in annual revenue. The role will see you embedded within a strategic digital transformation initiative, overseeing delivery of a...

  • Manager, Delivery

    2 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia ABM Full time

    Role PurposeEnable strategy execution by planning and managing the division projects throughout its lifecycle underpinned by fit to purpose methodology. The job holder is also expected to manage the team, and keep track of output and performance and look for innovative solutions to problems that may arise and ensure teams adherence to the project management...

  • Managed Services

    6 days ago

    Riyadh, Ar Riyāḑ, Saudi Arabia PPL Dynamics Full time

    JD | Managed Services (MS) Portfolio Job Details Position Title: P3O Officer Managed Services (MS) Portfolio Reports To: Program Manager Managed Services (MS) Portfolio Function: Project Management Office (P3O) Department: Service Delivery Management (SDM) Grade: L1 / L2 Job Purpose The P3O Officer acts as the shadow to the Program Manager, providing...

  • Delivery Experience Senior Program Manager, Delivery Service Partners, Africa, Middle East, and Turkey

    2 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Amazon Full time

    We are seeking an experienced Senior Program Manager to lead the Amazon Marketplace Experience Transformation (AMET) function for Delivery Associates (DAs) and Delivery Service Partners (DSPs) across Africa, Middle East, and Turkey. In this critical role, you will be based in the Kingdom of Saudi Arabia, focusing on local operations while developing and...

  • Delivery Driver

    2 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Etqan Company Full time

    This is a full-time on-site role for a Delivery Driver based in Riyadh. The Delivery Driver will be responsible for safely transporting goods to customers, ensuring accurate order delivery, and managing delivery schedules effectively. Additional responsibilities include maintaining the cleanliness and condition of the delivery vehicle and providing excellent...

  • Delivery Experience Senior Program Manager, Delivery Service Partners, Africa, Middle East, and Turkey

    2 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Amazon Full time

    DescriptionWe are seeking an experienced Senior Program Manager to lead the Amazon Marketplace Experience Transformation (AMET) function for Delivery Associates (DAs) and Delivery Service Partners (DSPs) across Africa, Middle East, and Turkey. In this critical role, you will be based in the Kingdom of Saudi Arabia, focusing on local operations while...