KSA Tech Service Delivery Lead (SDL)

PwC; Riyadh; On-site; SAR 250,000 - 350,000; Full time

Job summary

A leading global consulting firm in Riyadh seeks a Service Delivery Leader to oversee comprehensive service delivery and client engagement. The ideal candidate will have over 10 years of experience in technology service management, including a minimum of 3 years in a leadership role. Strong qualifications in ITIL and project management are essential, along with proficiency in English and preferably Arabic. This position offers an opportunity to drive organizational excellence and lead diverse teams.

Qualifications

• 10+ years in technology service delivery or managed services.
• At least 3 years in a leadership role.
• Proficient in written and spoken English; Arabic is a plus.

Responsibilities

• Own end-to-end service delivery for assigned clients.
• Drive client satisfaction and identify service expansion opportunities.
• Lead and mentor delivery teams across multiple geographies.

Skills

Leadership

Stakeholder management

Project management

Results driven

Education

Bachelor’s degree in Computer Science, Engineering, Information Systems

Relevant professional certifications (ITIL, PMP, SAFe)

Job description

Description

At PwC, we measure success by our ability to create the value that our clients and our people are looking for. Our reputation lies in building lasting relationships with our clients and a focus on delivering value in all we do. We’re a network of firms in 152 countries with more than 328,000 people who are committed to delivering world-class capabilities and quality in assurance, tax and advisory services

PwC Middle East Overview

Established in the region for over 40 years, PwC Middle East employs over 10,000 people across 12 countries : Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, Qatar, Saudi Arabia, Palestine and the United Arab Emirates. Complementing our depth of industry expertise and breadth of skills is our sound knowledge of local business environments across the Middle East region. Our tailored solutions help our clients meet the challenges and opportunities of doing business in the Middle East market, and beyond

Corporate Culture & Working Environment

Our culture is one of inclusivity and care, where we respect each other and our differences. It's one that supports collaboration, teamwork and innovation and one that embraces difference. We support everyone having a voice and feeling empowered to challenge the status quo, bringing new ideas to the table

As PwC staff, you will have the chance to collaborate across level, line of services, and global network. Not only in terms of work, get involved too in firm-wide events

Line of Service and Overview

Managed Services is the delivery and execution business within PwC, providing operational solutions for clients. It brings the best of PwC’s advisory capabilities, our technology expertise and our operational delivery to help clients solve complex problems

Roles and Responsibilities

Service Delivery Leadership

Own end-to-end service delivery for assigned clients or programs, ensuring performance meets contractual obligations and SLA / KPI targets.

Lead service integration across multiple technology towers (e.g., cloud, cyber, AES, ITSM, Data Analytics).

Ensure high standards of delivery through structured governance, proactive issue resolution, and stakeholder engagement.

Client Engagement & Relationship Management

Serve as the primary delivery contact for client executives and service stakeholders.

Conduct regular service reviews and executive updates to communicate performance, risk mitigation, and strategic opportunities.

Drive client satisfaction and identify areas for value creation and service expansion.

Governance & Reporting

Implement and maintain robust governance frameworks, delivery playbooks, and escalation paths.

Manage delivery performance dashboards, quality trackers, and resource health reports.

Coordinate with PMO and workstream leads to ensure visibility on progress, risks, and dependencies.

Operational Excellence

Drive continuous improvement initiatives across delivery practices and service operations.

Support audits, compliance checks, and adherence to internal and client-specific standards (e.g., ISO, ITIL, cloud governance).

Monitor service health and coordinate root cause analysis and corrective actions.

Team & Resource Management

• Lead and mentor delivery teams across multiple geographies.
• Work with Workforce Management and Resourcing to ensure capacity, competency, and onboarding of delivery resources.
• Champion a high-performance culture and support talent development.

Expected Skills

Required Skills & Experience

Proven experience managing large-scale or multi-tower service engagements in consulting, IT services, or digital transformation.

Strong knowledge of ITIL, Agile delivery models, and hybrid delivery environments.

Demonstrated ability to manage client relationships, service quality, and delivery governance.

Experience working with cross-regional teams is highly preferred.

PMP, ITIL, SAFe, or similar certifications are a plus.

Expected Competencies

• Leadership
• Strategic mindset
• Stakeholder management
• Ability to influence
• Communicate with impact
• Project management
• Results driven
• Drive organizational excellence

Required Language Skills

Proficient in written and spoken English. Arabic is a plus

Minimum Education and Specific Qualification

Education & Qualifications

Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field (Master’s preferred).

Relevant professional certifications (ITIL, PMP, SAFe, etc.).

Minimum years experience required

• 10+ years in technology service delivery or managed services, with at least 3 years in a leadership role.

Additional application instructions

N / A

Education

Certifications

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Automation, Automation Framework Design and Development, Automation Solutions, Budgetary Management, Business Process Automation (BPA), Business Process Improvement, Business Process Outsourcing, Business Transformation, Coaching and Feedback, Communication, Continuous Process Improvement, Creativity, Data Quality Automation, Deliverable Planning, Delivery Excellence, Design Automation, Digital Transformation, Embracing Change, Emotional Regulation, Empathy, Inclusion {+ 32 more}

Desired Languages

Travel Requirements

Up to 20%

Available for Work Visa Sponsorship?

No

Government Clearance Required?

Yes

Job Posting End Date