Director, Service Delivery & Vendor Governance

Client of Rawaj Company for Recruitment; Riyadh; On-site; SAR 300,000 - 600,000; Full time

Job summary

Unknown Company is seeking a Client Services Director to lead governance of service-providing firms and contractors, ensuring compliant, high-quality service delivery aligned with strategic objectives.

The role involves overseeing qualification, accreditation, performance evaluation, and management of service packages, with a strong focus on SLA governance and stakeholder coordination across business units and external partners.

Qualifications

• Bachelor's or Master's degree in Business Administration, Operations Management, Supply Chain Management, or a related field.
• Significant experience managing and overseeing service-providing companies and contractors, including qualification, accreditation, and performance evaluation.
• Strong experience managing service packages and monitoring execution against approved requirements and standards.
• Strong knowledge of internal Hajj companies' policies, procedures, operating models, and the regulations governing their roles and obligations.
• Solid understanding of contracting procedures, governance, and service level agreement (SLA) management.
• Proven ability to monitor and analyze service provider performance, identify gaps, and develop improvement recommendations.
• Strong track record in managing supplier relationships, coordinating account manager responsibilities, and monitoring performance.
• Experience using digital platforms and vendor/service management systems.
• Strong stakeholder management, negotiation, and executive reporting skills.
• Experience in government services, Hajj and Umrah services, travel, aviation, outsourcing, BPO, or service operations environments is preferred.
• Strong track record in managing cross-functional projects involving senior stakeholders, external vendors, and multiple business units.

Responsibilities

• Develop and oversee the framework for managing service-providing companies, contractors, and vendor governance.
• Oversee qualification, accreditation, and performance evaluation of service providers across the organization.
• Manage service packages and ensure execution aligns with approved requirements and standards.
• Know and apply internal policies, procedures, operating models, and regulatory frameworks for Hajj-related entities.
• Ensure contracting procedures, governance, and SLA management comply with regulations.
• Monitor service provider performance, identify gaps, and propose improvement actions.
• Manage supplier relationships and coordinate account manager responsibilities.
• Collaborate with senior leadership to prioritize vendor and service initiatives by value and risk.
• Develop executive dashboards and performance reports for the CEO and Executive Committee.
• Ensure documentation approvals and reporting align with internal policies and regulatory requirements.
• Promote best practices in vendor management and digital platforms.

Skills

Vendor management

Stakeholder management

Executive reporting

Contract governance

SLA management

Negotiation

Performance monitoring

Education

Bachelor's or Master's degree in Business Administration, Operations Management, Supply Chain Management, or a related field

Tools

Digital platforms

Vendor management systems

Job description

Unknown Company is seeking a Client Services Director to lead governance of service-providing firms and contractors, ensuring compliant, high-quality service delivery aligned with strategic objectives.

The role involves overseeing qualification, accreditation, performance evaluation, and management of service packages, with a strong focus on SLA governance and stakeholder coordination across business units and external partners.