Service Delivery Manager (SDM)

A Service Delivery Manager (SDM) provides oversight of the operational health of the customer system, from service delivery through lifecycle support. The SDM ensures and manages internal & external resources to deliver services and maintain compliance with customer contractual commitments. The main role is to facilitate customer success by adhering to global service delivery processes and acting as the main interface between the company and the customer.

Key Responsibilities

• Oversee the dedicated Upgrade and Deployment team responsible for executing software patching, rollbacks, updates, and deployment across all lab and production systems.
• Direct the KPI Reporting & Analytics team to generate comprehensive system performance reports, ensuring service quality and SLA compliance.
• Manage the Knowledge Transfer lead to facilitate comprehensive user engagement, onboarding, and continuous training development for the customer.
• Work closely with the Customer Support Manager, Incident Managers, and other supporting functions to align strategic goals and ensure continuous service improvement.

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 with planning and transitioning a project to operations and maintenance phase.
• 5+ years experience managing a service delivery team, ideally focused on operations and maintenance.
• Excellent communication skills (verbal, written, and presentation) in English and Arabic.
• Strong customer service skills with a focus on total customer satisfaction.
• Effective consultation and liaison skills.
• Strong planning and time management skills.
• Ability to prioritize, multi-task, and meet deadlines.
• Excellent problem-solving skills and well-developed interpersonal skills.

Travel Requirements
25-50%

Relocation Provided
Domestic

Position Type
Experienced

Location
Riyadh, Saudi Arabia