Service Delivery Manager (6–12+ Years Experience)Job Title: Service Delivery ManagerExperience: 6–12+ YearsLocation: Riyadh, SaudiJob SummaryWe are seeking an experienced Service Delivery Manager to oversee the delivery of IT services, ensuring operational excellence and high customer satisfaction. The ideal candidate will be responsible for managing service delivery operations, monitoring SLAs, coordinating vendors, driving continuous service improvements, and maintaining strong customer relationships while ensuring delivery commitments are consistently achieved.Key ResponsibilitiesManage end-to-end service delivery operations for customers and internal stakeholdersTrack and report Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)Coordinate with vendors, partners, and internal teams to ensure timely issue resolution and service deliveryConduct regular service review meetings and provide operational performance reportsMonitor incidents, service requests, problems, and escalations to ensure timely resolutionDrive continuous service improvement initiatives and process optimizationEnsure adherence to customer-facing delivery commitments and contractual obligationsCollaborate with project managers, technical teams, and business stakeholders to ensure seamless service transitionsPrepare executive dashboards, operational reports, and governance documentationMust Have SkillsExperience in SLA Tracking AND Vendor Follow-up AND Operational Reporting AND Service Reviews AND Customer-Facing Delivery CommitmentsIT service management frameworks: ITIL OR ISO/IEC 20000 OR COBITService management tools: ServiceNow OR Jira Service Management OR BMC Helix OR Freshservice OR ManageEngine ServiceDesk PlusIncident Management AND Problem Management AND Change Management AND Service Request ManagementVendor Management AND Stakeholder Management AND Customer Relationship ManagementService Governance AND Operational Excellence AND Continuous Service Improvement (CSI)Strong experience in KPI Reporting AND Performance Monitoring AND Escalation ManagementExcellent leadership, communication, negotiation, conflict resolution, and problem-solving skillsGood to Have SkillsProject management methodologies: Agile OR Scrum OR WaterfallProject and collaboration tools: Jira OR Azure DevOps OR Microsoft Project OR ConfluenceReporting and analytics tools: Power BI OR Tableau OR Microsoft ExcelFamiliarity with cloud platforms: AWS OR Microsoft Azure OR Google Cloud Platform (GCP)Experience supporting DevOps, infrastructure, cloud, or application support teamsCertifications: ITIL Foundation OR ITIL Managing Professional OR PMP OR PRINCE2 OR Certified ScrumMaster (CSM)Knowledge of compliance and governance standards such as ISO 27001 OR SOC 2Preferred QualificationsBachelor's degree in Information Technology, Computer Science, Business Administration, Engineering, or a related field6–12 years of experience in IT Service Delivery, Service Operations, or Customer Success within enterprise environmentsProven track record of managing enterprise customers, vendors, and multi-functional delivery teamsStrong understanding of service lifecycle management, operational governance, and customer satisfaction metricsExcellent presentation, stakeholder management, and executive communication skills