Airline IT Service Delivery Lead

Müller's Solutions; Dubai; On-site; AED 235,000 - 411,000; Full time

Job summary

Müller’s Solutions is seeking an experienced Service Delivery Manager with mandatory Airline/Aviation industry experience to lead IT service delivery initiatives in Saudi Arabia. You will manage end-to-end service delivery, maintain client relationships, and ensure SLA and KPI compliance across cross-functional teams.

The role requires excellent communication, strong problem-solving skills, and the ability to coordinate technical and operational units while driving continuous improvement and

Qualifications

• Experience in IT service delivery and ITIL-based practices.
• Proven ability to manage SLAs, KPIs and service performance.
• Strong stakeholder and client management skills.
• Excellent verbal and written communication in English.

Responsibilities

• Manage end-to-end IT service delivery for airline/aviation clients.
• Act as the primary point of contact for clients and stakeholders.
• Ensure services meet SLAs, KPIs and quality standards.
• Monitor performance and drive continuous improvement.
• Coordinate with technical, operational and support teams to resolve issues.
• Manage incidents, problems, escalations and service requests.
• Present service performance reports to clients and management.
• Conduct regular service reviews and stakeholder meetings.
• Identify risks and implement corrective actions.
• Ensure effective communication between business and IT teams.
• Support ITIL-based service management processes and best practices.
• Manage escalations and ensure timely resolution of critical issues.
• Airline/Aviation industry experience is a MUST.

Skills

ITIL / ITSM

SLA/KPI management

Stakeholder management

Client communication

Cross-functional coordination

Incident/problem management

English proficiency

Job description

Müller’s Solutions is a leading technology and consulting company delivering innovative IT solutions and professional services across the EMEA region. We work with organizations to support digital transformation, IT modernization, and high-quality technology service delivery.

Job Summary

Müller’s Solutions is looking for 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.

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.

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.