About this opportunity:
The Managed Services Delivery Manager is accountable for the end-to-end delivery of contracted managed services for assigned customers. The role ensures that services are delivered safely, reliably, efficiently, and in line with contractual commitments, customer expectations, the company governance, and agreed business outcomes.
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The role leads cross-functional delivery teams across operations, service management, engineering, suppliers, and customer stakeholders. It drives service performance, operational excellence, continual improvement, risk management, and customer satisfaction throughout the service lifecycle.
Key responsibilities
This role is aligned with the company’s Service Delivery Management job family and managed-services delivery model, including data-driven, AI-enabled operations through the company Operations Engine.
- Own delivery governance for assigned managed-services contracts, including service performance, operational reviews, risks, issues, dependencies, and improvement plans.
- Act as the primary operational interface for the customer and ensure transparent communication on service performance, incidents, problems, changes, risks, and business priorities.
- Lead service reviews and governance forums with customers, internal stakeholders, partners, and suppliers.
- Ensure delivery against agreed service-level agreements, key performance indicators, operational targets, financial commitments, and regulatory requirements.
- Coordinate incident, problem, change, and crisis-management activities, ensuring timely escalation and effective restoration of service.
- Drive continual service improvement through automation, standardisation, analytics, AI-enabled operations, process optimisation, and lessons learned.
- Maintain delivery readiness, operational plans, resource alignment, competence coverage, and business-continuity arrangements.
- Identify delivery risks and opportunities; define mitigation actions and track them to closure.
- Ensure accurate operational reporting, service-performance analysis, forecasting, and executive-level communications.
- Support contract compliance, commercial governance, invoicing accuracy, cost control, and delivery-margin improvement in collaboration with account and commercial teams.
- Lead or contribute to transition, transformation, service expansion, renewal, and change initiatives.
- Promote a strong culture of customer focus, accountability, quality, safety, security, ethics, and continuous improvement.
- Ensure that operational activities comply with the company policies, information-security requirements, local regulations, and relevant customer obligations.
Required qualifications and experience
- Bachelor’s degree in telecommunications, information technology, engineering, business, or a related discipline; equivalent professional experience may be considered.
- 10+ years of proven experience in managed services, telecommunications, IT service management, network operations, cloud operations, or a comparable service-delivery environment.
- Experience managing complex, multi-vendor, multi-technology, or geographically distributed operations for business & operational critical solutions.
- Demonstrated experience managing service-level agreements, operational KPIs, customer governance, escalations, and continual improvement.
- Strong understanding of ITIL or comparable service-management principles.
- Experience leading cross-functional teams and influencing stakeholders without direct authority.
- Experience with operational reporting, financial awareness, risk management, and performance improvement.
- Strong written and verbal communication skills, including the ability to present to senior customer and internal stakeholders.
- Professional fluency in English; additional local-language capability is an advantage.
Preferred qualifications
- Experience in the company managed services for cloud, enterprise IT, or Business and Operational Support Systems (BSS & OSS).
- ITIL, PMP, PRINCE2, Lean Six Sigma, Agile, or equivalent certification.
- Experience with automation, artificial intelligence, analytics, AIOps, or the company Operations Engine practices.
- Experience managing major incidents, business continuity, service transitions, or operational transformations.
- Commercial and contract-management experience in a customer-facing delivery role.
Core competencies
- Customer and business focus
- Service-delivery leadership
- Operational and strategic thinking
- Decision-making under pressure
- Stakeholder and relationship management
- Problem solving and structured analysis
- Financial and commercial awareness
- Change leadership
- Collaboration across cultures and organisational boundaries
- Integrity, accountability, and safety leadership
Success measures
- Achievement of contractual service-level and operational performance targets
- Customer satisfaction, trust, and governance effectiveness
- Timely resolution of incidents, problems, risks, and escalations
- Improved service stability, productivity, automation, and cost efficiency
- Delivery of continual-improvement and transformation commitments
- Effective resource, supplier, financial, and compliance management
- Strong audit, security, safety, and business-continuity performance
Reporting and interfaces
The Managed Services Delivery Manager typically reports to the relevant service-line, service-delivery or operations leader and works closely with:
- Customer representatives and account teams
- Network, Cloud, BSS&OSS and Operations delivery units
- Service assurance, transition, transformation, and improvement teams
- Commercial, finance, procurement, legal, security, and quality functions
- Strategic suppliers and subcontractors
Primary country and city: Saudi Arabia (SA) || Riyadh
Req ID: 790368
