Senior Service Delivery Manager - ITSM & DevOps Leader

thales; Al Khobar; On-site; SAR 391,000 - 614,000; Full time

Job summary

Thales Khobar seeks a Service Delivery Manager (Team Manager) to lead a group of 8+ engineers, ensure 24x7 service availability, and drive ITIL-aligned operations. The role requires strong stakeholder management, English and Arabic fluency, and 10+ years in software/services delivery.

You will oversee incident management, automation initiatives, and collaboration with Product Owners and cross-functional teams to align with business goals and ensure service profitability.

Qualifications

• Must have 10+ years in software and services delivery.
• At least 3 years of experience managing engineering teams (≥5 members).
• Fluent in English and Arabic; strong communication and stakeholder management skills.

Responsibilities

• Lead a team of 8+ engineers, ensuring resource planning and performance.
• Serve as escalation point and manage major incidents with cross-functional teams.
• Meet CSAT and NPS targets and drive improvement plans.
• Implement ITIL service management practices (change, release, incident, problem).
• Collaborate with Product Owners and Delivery Managers to ensure 24x7 service availability.
• Contribute hands-on to troubleshooting, code reviews, and reliability improvements.
• Design scalable, high-availability solutions and optimize infrastructure.
• Own project financial management and ensure margins.

Skills

Stakeholder mgmt

ITIL

ITSM

Project management

English & Arabic

Education

Engineering degree (Computer/Electrical/Telecommunications)

Tools

ITIL Practitioner

Job description

Thales Khobar seeks a Service Delivery Manager (Team Manager) to lead a group of 8+ engineers, ensure 24x7 service availability, and drive ITIL-aligned operations. The role requires strong stakeholder management, English and Arabic fluency, and 10+ years in software/services delivery.

You will oversee incident management, automation initiatives, and collaboration with Product Owners and cross-functional teams to align with business goals and ensure service profitability.