The company is seeking a Service Delivery Manager (SDM) to provide oversight of the operational health of customer systems from service delivery through lifecycle support. The SDM will manage internal and external resources to ensure high service performance and compliance with customer contractual commitments. This role requires establishing standard procedures and monitoring performance based on customer feedback for quality improvements.
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The SDM will work closely with various teams, including Incident Managers and Support & Operations, and will oversee strategic functions for the STC Nationwide Kodiak MCX network, ensuring application upgrades, performance monitoring, testing, and knowledge transfer. This leadership position is critical for continuous service improvement and customer success.
Key Responsibilities:
- Oversee the Upgrade and Deployment team for software updates and patching.
- Direct the KPI Reporting & Analytics team for performance monitoring and reporting.
- Manage the Knowledge Transfer lead for user engagement and training.
- Collaborate with cross-functional teams to align goals and improve services.
- Ensure compliance with service level objectives and customer satisfaction metrics.
Required Operating Environment:
- The role supports a 24x7x365 support model for mission-critical applications.
- Candidates must meet local Saudization requirements, which may dictate specific educational qualifications for work permits.
Basic Requirements:
- Diploma or degree in Engineering (Electrical) or related discipline.
- ITIL v4 certification.
- High level of understanding of Communication systems and IP Networks.
- 2+ years experience in project planning and transitioning to operations and maintenance.
- 5+ years experience managing a service delivery team, focusing on operations and maintenance.
- Excellent communication skills in English and Arabic.
- Strong customer service skills and ability to prioritize work effectively.
Travel Requirements: 25-50%
The company promotes a people-first and community-focused culture, encouraging applications from all qualified candidates.
