Global Service Delivery Leader | ITIL & CSI Expert

CNTXT; Riyadh; On-site; SAR 260,000 - 480,000; Full time

Job summary

CNTXT is seeking a senior Service Delivery leader to oversee end-to-end managed services across onshore, nearshore, and offshore teams in the GCC region, with a focus on ITIL-aligned processes and CSI initiatives.

The role emphasizes client engagement, governance of SLAs/KPIs, and strategic service design contributions for enterprise clients in Saudi Arabia. Strong cloud and DevOps background is valued.

Qualifications

• Master’s in IT Management is preferred.
• Bachelor’s degree in Computer Science / Information Technology / Business Administration is required.
• 6–10 years in IT Service Management or Managed Services environments.
• Minimum 4–5 years in a client-facing leadership role (SDM or Account Lead).

Responsibilities

• Operational Governance & Performance: Monitor service performance, report analytics, manage escalations, ensure ITIL adherence.
• Strategic Client Engagement: Build and nurture stakeholder relationships, lead service reviews, support pre-sales activities.
• Global Team Collaboration & Mentorship: Coordinate onsite and offshore teams, mentor internal staff, promote one-team culture.
• Process Innovation & Efficiency: Design and implement ITIL-aligned processes, SIPs, and data-driven improvement initiatives.
• Cross-Functional Leadership: Align onshore, nearshore, and offshore teams for seamless communication.
• Continuous Service Improvement (CSI): Identify gaps and develop actionable improvement plans to enhance user experience.

Skills

SLA & KPI Governance

ITIL Mastery

Stakeholder Management

Continuous Service Improvement

Crisis & Escalation Leadership

Cloud Platforms Knowledge (GCP/AWS/AZ)

DevOps & SRE / IaC

FinOps / Cloud Cost Management

Education

Master's in IT Management

Bachelor's in CS/IT/Business Admin

Tools

Terraform

Ansible

Google Cloud Platform (GCP)

AWS

Azure

Job description

CNTXT is seeking a senior Service Delivery leader to oversee end-to-end managed services across onshore, nearshore, and offshore teams in the GCC region, with a focus on ITIL-aligned processes and CSI initiatives.

The role emphasizes client engagement, governance of SLAs/KPIs, and strategic service design contributions for enterprise clients in Saudi Arabia. Strong cloud and DevOps background is valued.