Aviation IT Service Delivery Lead – SLA/KPI Expert

Müller's Solutions; Riyadh; On-site; SAR 240,000 - 420,000; Full time

Job summary

Müller’s Solutions in Saudi Arabia is seeking an experienced Service Delivery Manager with mandatory Airline/Aviation industry experience to oversee end-to-end IT service delivery. You will maintain strong client relationships, ensure SLA/KPI compliance, and coordinate technical and operational teams to deliver high-quality IT services.

The role requires strong ITIL knowledge, excellent English communication, and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Mandatory: Airline/Aviation industry experience.
• Proven experience as a Service Delivery Manager or similar IT service management role.
• Strong knowledge of IT Service Management / ITIL.
• Experience managing SLAs, KPIs, service performance, and escalations.
• Excellent communication and presentation skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent English communication skills.

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 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.

Skills

Airline industry

ITIL knowledge

Service delivery

SLA KPI management

Stakeholder management

English skills

Job description

Müller’s Solutions in Saudi Arabia is seeking an experienced Service Delivery Manager with mandatory Airline/Aviation industry experience to oversee end-to-end IT service delivery. You will maintain strong client relationships, ensure SLA/KPI compliance, and coordinate technical and operational teams to deliver high-quality IT services.

The role requires strong ITIL knowledge, excellent English communication, and the ability to manage multiple priorities in a fast-paced environment.