IT Service Delivery Lead: SLA & Ops Excellence

Müller's Solutions; Riyadh; On-site; SAR 270,000 - 480,000; Full time

Job summary

Muller’s Solutions is seeking an experienced Service Delivery Manager to lead managed IT services across Service Desk, Field Support, and Inventory Management. You will ensure high-quality service delivery, drive operational excellence, and maintain stakeholder relationships while meeting SLAs and KPIs.

You will oversee distributed teams, drive improvement initiatives, and coordinate multi-vendor services to optimize performance and customer outcomes.

Qualifications

• Bachelor's degree in Engineering, IT, CS or related field.
• ITIL v4 Foundation Certification (Mandatory).
• Experience managing 30+ member managed service teams across multiple locations.
• Experience managing shift-based IT support operations.
• Strong knowledge of ITSM processes and best practices.
• Hands-on experience with ServiceNow or similar ITSM platforms.
• Experience coordinating services across multi-vendor environments.
• Excellent stakeholder management and communication skills.
• Strong leadership, people management, and coaching skills.
• Ability to drive operational excellence and continuous improvement initiatives.

Responsibilities

• Drive SLA and KPI achievement and provide regular service performance reports to senior stakeholders.
• Lead and govern Service Desk, Field Support, and Inventory Management teams.
• Coordinate managed service delivery across multi-vendor and cross-functional teams.
• Manage team scheduling and workforce planning for shift-based operations.
• Develop and execute individual development plans for team members.
• Ensure effective incident, problem, and escalation management through structured governance.
• Identify opportunities to improve service delivery processes and operational efficiency.
• Build and maintain strong relationships with internal and external stakeholders.
• Communicate effectively with technical teams, business users, and senior management.
• Lead operational problem-solving initiatives and drive continuous service improvement.

Skills

Leadership

Stakeholder management

IT service management

Problem solving

Communication

Team management

Change management

Education

Bachelor's degree in Engineering/IT/CS

Tools

ServiceNow

Job description

Muller’s Solutions is seeking an experienced Service Delivery Manager to lead managed IT services across Service Desk, Field Support, and Inventory Management. You will ensure high-quality service delivery, drive operational excellence, and maintain stakeholder relationships while meeting SLAs and KPIs.

You will oversee distributed teams, drive improvement initiatives, and coordinate multi-vendor services to optimize performance and customer outcomes.