About the Role
We are seeking an experienced Service Delivery Manager with mandatory experience in the Airline/Aviation industry to work in Saudi Arabia. The successful candidate will be responsible for managing end-to-end service delivery, maintaining strong client relationships, ensuring SLA and KPI compliance, and coordinating technical and operational teams to deliver high-quality IT services.
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Key Responsibilities
- Manage end-to-end IT service delivery for airline/aviation clients.
- Act as the primary point of contact for clients and key stakeholders.
- Ensure services are delivered according to agreed SLAs, KPIs, and quality standards.
- Monitor service performance and identify opportunities for continuous improvement.
- Coordinate with technical, operational, and support teams to resolve service issues.
- Manage incidents, problems, escalations, and service requests.
- Prepare and present service performance reports to clients and management.
- Conduct regular service reviews and stakeholder meetings.
- Identify risks and implement corrective and preventive actions.
- Ensure effective communication between business stakeholders and technical teams.
- Support ITIL-based service management processes and best practices.
- Manage escalations and ensure timely resolution of critical issues.
Requirements
- Mandatory: Proven experience working within the Airline/Aviation industry.
- Proven experience as a Service Delivery Manager or in a similar IT service management role.
- Strong knowledge of IT Service Management / ITIL principles.
- Experience managing SLAs, KPIs, service performance, and escalations.
- Strong stakeholder and client management skills.
- Experience coordinating cross-functional technical and operational teams.
- Excellent communication and presentation skills.
- Strong problem-solving and analytical abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Excellent English communication skills.
Preferred
- ITIL certification.
- Experience with airline IT systems, aviation technology, or airport environments.
- Experience managing large-scale IT services or enterprise clients.
- Experience working with international or EMEA-based clients.
Important
Airline/Aviation industry experience is a MUST for this position. Candidates without relevant Airline/Aviation experience will not be considered.
