Associate Director - Service Delivery

Microland Limited; Riyadh; On-site; SAR 201,000 - 268,000; Full time

Job summary

Microland Limited in Saudi Arabia seeks a seasoned professional to lead client account management, financial planning, and governance across key accounts. The role focuses on achieving margin goals, driving efficiency, and ensuring compliance with QMS/IMS while advancing succession planning and talent development.

The candidate will steer value-based delivery, optimize profitability, and publish regular performance reports to demonstrate impact to stakeholders.

Qualifications

• Achievement of the Unit/account margin goals for the year.
• Achievement of the margin goals through various optimization initiatives for the account.
• Monthly Accounts profitability Reports published by finance.
• Revenue Goals - Achievement of the Unit / account revenue goals for the year.
• Formal documented succession plan for the critical roles in the program.
• Talent management and Improvement.
• Succession plan - formal documented plan for all critical roles / people.
• WMG, HR and LandD Dashboard.
• Achievement of SLAs / KPIs for programs - All green status - Zero defect delivery.
• Achievement of formal published GandO for the program as agreed and tracked through customer governance.
• Any misses to have a formal RCA based fix or a formal SIP initiative associated.
• Productivity and Service Excellence - Devise and implement continuous improvement initiatives aimed at achieving key objectives - published and documented for outcome / benefits.
• Left shift resulting in positive movement on CPP / RPP and pyramid mix as against the annual baseline.
• Ensure tracking of productivity in a systematic manner and take measure to improve productivity.
• Formal internal reviews for published plans vs actuals.
• QMS / IMS Goals - Ensure account maintains 100% compliance to service security management processes defined, 100% adherence implementation to QMS processes defined by organization in accounts and Zero Major NC in Internal and External Audit.
• Share at-least one Best practices within account to SEPG team for taking it across the organization as applicable.
• Value based delivery - Identify and execute initiatives classified as Value for customer, Demonstrate to customer on the Value delivered to customer through these initiatives.
• Ensure documentation of the projects and share the same with SEPG team.

Responsibilities

• Manage unit/account margins and optimize profitability.
• Drive revenue and KPI attainment for the account.
• Publish regular profitability and performance reports.
• Ensure compliance with QMS/IMS and audit standards.
• Lead succession planning for critical roles and talent development.
• Deliver value-based initiatives and continuous improvement.
• Coordinate with cross-functional teams to meet governance requirements.
• Share best practices with SEPG and propagate learnings across the organization.

Skills

Client Account Management

Variance Analysis

IT Operations Management

Responding to RFPs

Opex Budgeting

Execution Excellence

Succession Planning

Education

Engineer - B.E / B.Tech / MCA

Job description

Education Qualification : Engineer - B.E / B.Tech / MCA

Skills :

• Primary -> Functional | Client Account Management | Relationship Management | 4 - Advanced
• Primary -> Functional | Financial Planning and Analysis | Variance Analysis - Budget vs Actual | 4 - Advanced
• Secondary -> Functional | IT Operations Management | Stable, Secure ICT infrastructure | 4 - Advanced
• Secondary -> Functional | Pre Sales Support Activities | Responding to RFPs | 5 - Expert
• Tertiary -> Functional | Financial Planning and Analysis | Opex Budgeting | 4 - Advanced
• Tertiary -> Behavioral | Microland Skills | Execution Excellence | 4 - Advanced
• Tertiary -> Functional | Organization Change and Development | Succession Planning | 5 - Advanced

Certification :

• Technology | IT Service Management Certifications | ITIL Intermediate Certificate

Details:

• 1. Achievement of the Unit / account margin goals for the year
• 2. Achievement of the margin goals through various optimization initiatives for the account
• 3. Monthly Accounts profitability Reports published by finance
• 4. Revenue Goals - Achievement of the Unit / account revenue goals for the year
• 5. Formal documented succession plan for the critical roles in the program
• 6. Talent management and Improvement
• 7. Succession plan - formal documented plan for all critical roles / people
• 8. WMG, HR and LandD Dashboard
• 9. Achievement of SLAs / KPIs for programs - All green status - Zero defect delivery
• 10. Achievement of formal published GandO for the program as agreed and tracked through customer governance
• 11. Any misses to have a formal RCA based fix or a formal SIP initiative associated
• 12. Productivity and Service Excellence - Devise and implement continuous improvement initiatives aimed at achieving key objectives - published and documented for outcome / benefits
• 13. Left shift resulting in positive movement on CPP / RPP and pyramid mix as against the annual baseline
• 14. Ensure tracking of productivity in a systematic manner and take measure to improve productivity
• 15. Formal internal reviews for published plans vs actuals
• 16. QMS / IMS Goals - Ensure account maintains 100% compliance to service security management processes defined, 100% adherence implementation to QMS processes defined by organization in accounts and Zero Major NC in Internal and External Audit
• 17. Share at-least one Best practices within account to SEPG team for taking it across the organization as applicable.
• 18. Value based delivery - Identify and execute initiatives classified as Value for customer, Demonstrate to customer on the Value delivered to customer through these initiatives
• 19. Ensure documentation of the projects and share the same with SEPG team