Senior Managed Services Delivery Leader

Ericsson

Riyadh

On-site

SAR 350,000 - 550,000

Full time

45 hours ago

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Job summary

Ericsson is seeking a Senior Managed Services Delivery Manager based in Riyadh to own end-to-end delivery of contracted managed services for assigned customers. You will ensure services are delivered safely, reliably, and efficiently in line with contractual commitments and governance.

You will lead cross-functional teams, manage SLAs/KPIs, coordinate incident and change management, and drive continual service improvement through analytics and AI-enabled operations, while maintaining strong

Qualifications

10+ years of proven experience in managed services or similar delivery environment.
Experience managing multi-vendor, multi-technology, or geographically distributed operations.
Strong understanding of ITIL or comparable service-management principles.
Experience leading cross-functional teams and influencing stakeholders without direct authority.
Professional fluency in English; local-language capability is an advantage.

Responsibilities

Own delivery governance for assigned managed-services contracts, including service performance, operational reviews, risks, issues, dependencies, and improvement plans.
Act as the primary operational interface for the customer and ensure transparent communication on service performance, incidents, problems, changes, risks, and business priorities.
Lead service reviews and governance forums with customers, internal stakeholders, partners, and suppliers.
Ensure delivery against agreed service-level agreements, key performance indicators, operational targets, financial commitments, and regulatory requirements.
Coordinate incident, problem, change, and crisis-management activities, ensuring timely escalation and effective restoration of service.
Drive continual service improvement through automation, standardisation, analytics, AI-enabled operations, process optimisation, and lessons learned.
Maintain delivery readiness, operational plans, resource alignment, competence coverage, and business-continuity arrangements.
Identify delivery risks and opportunities; define mitigation actions and track them to closure.
Ensure accurate operational reporting, service-performance analysis, forecasting, and executive-level communications.
Support contract compliance, commercial governance, invoicing accuracy, cost control, and delivery-margin improvement in collaboration with account and commercial teams.
Lead or contribute to transition, transformation, service expansion, renewal, and change initiatives.
Promote a strong culture of customer focus, accountability, quality, safety, security, ethics, and continuous improvement.
Ensure that operational activities comply with Ericsson policies, information-security requirements, local regulations, and relevant customer obligations.