Senior Service Delivery Manager – ITIL & DevOps Lead

Thales Group; Al Khobar; Sur place; SAR 180 000 - 270 000; Plein temps

Résumé du poste

Thales Group in Saudi Arabia seeks a Service Delivery Manager (Team Manager) to lead a team of 8+ engineers, ensuring reliable service delivery and SLA compliance across regional projects.

You will drive ITIL practices, manage escalations, and collaborate with Product Owners and cross-functional teams. The role includes hands-on troubleshooting and DevOps initiatives to improve service quality and profitability.

Qualifications

• 10+ years of software and services delivery experience.
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• 3 years leading engineering teams of 5+ engineers.
• Fluent in English and Arabic.
• Degree in Computer, Electrical or Telecommunications Engineering.
• Strong ITSM/ITIL knowledge and experience with SLAs, change and incident management.
• Experience with public cloud operations (GCP preferred) and DevOps tooling.

Responsabilités

• Lead a team of 8+ engineers, ensuring effective resource planning and high performance.
• Manage customer escalations and major incidents with timely executive communications.
• Drive ITIL service management practices and governance reviews.
• Achieve CSAT and NPS targets; drive KPIs and continuous improvement.
• Collaborate with Product Owners, Delivery Managers, Production Engineers and cross-functional teams.
• Contribute hands-on to troubleshooting, code reviews, and infrastructure improvements.
• Define and execute operational and DevOps improvement initiatives; focus on automation and reliability.
• Own project budgeting and ensure margins align with plans; ensure 24x7 service availability.

Connaissances

Team leadership

Stakeholder management

Communication

ITIL knowledge

ITSM processes

English and Arabic

Cross-functional collaboration

Problem solving

DevOps collaboration

Formation

Degree in Computer, Electrical or Telecommunications Engineering

Outils

Public Cloud Operations (GCP)

Linux Administration

CI/CD

Infrastructure as Code

Kubernetes/Docker

Description du poste

Thales Group in Saudi Arabia seeks a Service Delivery Manager (Team Manager) to lead a team of 8+ engineers, ensuring reliable service delivery and SLA compliance across regional projects.

You will drive ITIL practices, manage escalations, and collaborate with Product Owners and cross-functional teams. The role includes hands-on troubleshooting and DevOps initiatives to improve service quality and profitability.