About the Job:
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The company people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billions of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter, and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information, and encrypt data to make the connected world more secure.
For over 50 years, the company has been a trusted partner of the Kingdom of Saudi Arabia, providing advanced solutions in Defence, Public Security, Civil Aviation, Space, Enterprise, and Cybersecurity. The company is committed to localizing its defence activities in alignment with Saudi Vision 2030.
As a Service Delivery Manager (Team Manager) within the DES team, you will lead a team of 8+ engineers, ensuring the reliable delivery of services and regional projects while maintaining operational excellence, customer satisfaction, and compliance with Service Level Agreements (SLAs). Responsibilities include team leadership, service operations, stakeholder management, resource planning, and driving continuous improvement.
Key Responsibilities:
- Manage a team of engineers, ensuring effective resource planning and high performance.
- Act as the primary customer and stakeholder escalation point.
- Achieve Customer Satisfaction (CSAT) and Net Promoter Score (NPS) targets.
- Drive ITIL service management practices and ensure adherence to quality processes.
- Build strong customer relationships and support business growth.
- Define and execute operational and DevOps improvement initiatives.
- Collaborate closely with cross-functional teams to ensure 24×7 service availability.
- Contribute hands-on to troubleshooting and optimizing technical tasks.
Qualifications:
- Education: Degree in Computer, Electrical or Telecommunications Engineering or a related field.
- Experience: 10+ years of experience in software and services delivery, with at least 3 years managing engineering teams of 5+ members.
- Skills:
- Strong communication and stakeholder management skills.
- Experience with IT Service Management (ITSM) processes and tools.
- Hands-on experience with key technologies (e.g., Public Cloud Operations, Linux Administration, CI/CD, Kubernetes/Docker).
- Project budgeting and financial management expertise.
- Language Requirements: Fluent in English and Arabic.
At the company, we focus on building careers, not just jobs. With extensive opportunities for professional growth, we believe that embracing flexibility is a smarter way of working. Join us at the company to start your journey!
