Senior IT Project Manager

eSense Software; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

eSense Software is seeking a passionate and experienced Service Delivery and Operations Manager to lead overall IT service delivery, manage SLAs, and ensure customer satisfaction. The ideal candidate will possess extensive IT experience, project management skills, and relevant certifications, ensuring high-quality service delivery and client relationship management.

Qualifications

• 5+ years of experience in a similar position.
• 10+ years in IT solutions and services management.
• Experience managing IT service delivery and operations.

Responsibilities

• Supervise technical delivery leadership and project coordination.
• Ensure SLAs are maintained with high performance and customer satisfaction.
• Assist account management and sales teams with project insights.

Skills

Strong communication skills

Customer relationship management

Project management

Education

PMP Certification

ITIL v4 Foundation Certification

Azure certifications

GCP certifications

OCI certifications

Tools

Microsoft technologies

AWS Cloud

Google Cloud

Alibaba Cloud

Huawei Cloud

Oracle Cloud Infrastructure

Job description

Supervise the technical delivery leadership.

Coordinate delivery to meet deadlines directly with PMO.

Ensure customer satisfaction throughout the project lifecycle.

Assist in building & reviewing P&L exercises with PM & finance teams.

Assist presales teams with executive revision of solution proposals when needed.

Resolve escalations or conflicts in project deliveries and operations.

Coordinate skilling requirements between vendors/channel team and technical delivery leadership.

Ensure a single point of accountability for the success of the Managed Services organization with our customers.

Ensure proper resource allocation and team growth plans based on current and future operational expectations.

Ensure SLA contracts are delivered and maintained with high performance and customer satisfaction.

Assist account management and sales teams with executive insights on ongoing projects and operations for customer satisfaction.

Experience

• 5+ years of experience in a similar position.

Core Qualifications

• Successful delivery of complex IT projects in Saudi Arabia.
• At least 10 years of professional experience supporting IT solutions and services.
• PMP and ITIL v4 foundation certifications are a plus.
• Strong communication skills, especially in customer-facing or consulting roles at a senior level.
• At least 5 years managing delivery and operations in IT solutions and services.

Core Technologies Knowledge

• Awareness of local KSA government technologies.
• Knowledge of Microsoft technologies; certifications are a plus.
• Knowledge of AWS Cloud technologies; certifications are a plus.
• Knowledge of Google Cloud technologies; certifications are a plus.
• Knowledge of Alibaba Cloud technologies; certifications are a plus.
• Knowledge of Huawei Cloud technologies; certifications are a plus.
• Knowledge of Oracle Cloud Infrastructure; certifications are a plus.

Additional Qualifications

• Azure certifications are a major plus.
• OCI certifications are a major plus.
• GCP certifications are a major plus.
• Technical certifications in virtualization technologies are a plus.

Knowledge/Background: eSense seeks a passionate, talented, and experienced Service Delivery and Operations Manager. Your role involves managing overall IT service delivery, maintaining SLAs, ensuring quality, and managing client relationships. Familiarity with current and future technologies is expected.

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