IT Service Delivery: 24/7 Multi-Site Ops & VIP Support

Albawani | البواني; Riyadh; On-site; SAR 360,000 - 540,000; Full time

Job summary

Albawani is seeking an IT Service Delivery Group Manager in Riyadh to lead end-to-end L1/L2 IT service operations, ensuring high-quality support, SLA adherence, and VIP/VVIP incident handling across all sites. You will oversee a large IT resource base and drive continuous improvement initiatives.

The role requires a Bachelor’s degree in IT/CS and 10+ years in IT service delivery, with ITIL Foundation certification. Proficiency in ServiceNow, BMC Remedy or Freshservice is expected.

Qualifications

• Bachelor’s degree in IT or CS.
• 10+ years in IT service operations or service delivery.
• ITIL Foundation certification required; ITIL Intermediate is an advantage.
• Experience with ITSM platforms such as ServiceNow, BMC Remedy or Freshservice.

Responsibilities

• Lead daily L1/L2 IT service operations and ensure SLA compliance.
• Oversee 24/7 service continuity across multiple sites.
• Provide operational oversight for 40+ site IT support resources.
• Own escalation processes for P1 and VIP/VVIP incidents.
• Drive service improvements and monitor KPIs and dashboards.
• Collaborate with cross-functional teams and IT Director.

Skills

ITIL Foundation

ServiceNow / ITSM

VIP/VVIP support

SLA management

Cross-functional leadership

Multi-site operations

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

ServiceNow

BMC Remedy

Freshservice

Job description

Albawani is seeking an IT Service Delivery Group Manager in Riyadh to lead end-to-end L1/L2 IT service operations, ensuring high-quality support, SLA adherence, and VIP/VVIP incident handling across all sites. You will oversee a large IT resource base and drive continuous improvement initiatives.

The role requires a Bachelor’s degree in IT/CS and 10+ years in IT service delivery, with ITIL Foundation certification. Proficiency in ServiceNow, BMC Remedy or Freshservice is expected.