Service Delivery Director

Maseera; Al-Bahah Province; On-site; SAR 300,000 - 540,000; Full time

Job summary

HCLTech is seeking a Service Delivery Director for a full-time position in Al Baha. This role leads end-to-end service delivery across a portfolio of strategic customer accounts within the Kingdom of Saudi Arabia, accountable for revenue realization, customer satisfaction, and delivery excellence.

The Director will drive business expansion, people leadership, and operational governance, partnering with Sales and HR to build delivery capabilities and ensure staffing aligned with strategy.

Qualifications

• A minimum of 10 years of experience in a relevant field.
• Demonstrated ability to lead and govern multiple programs and projects.
• Proven track record in business and financial management, including achieving revenue and profitability targets.
• Strong experience in customer relationship management at an executive level.
• Experience in people leadership and talent management, including mentoring and developing teams.
• Familiarity with process excellence and compliance initiatives.

Responsibilities

• Lead and govern multiple programs, projects, and managed services engagements, ensuring delivery commitments are met in terms of scope, schedule, cost, quality, and customer expectations.
• Establish robust delivery governance mechanisms, including program reviews, risk management, escalation management, and performance tracking.
• Own and achieve revenue, margin, utilization, and profitability targets for the assigned portfolio, supporting business development through proposal and contract reviews.
• Partner with Sales and Account Management teams to identify and pursue growth opportunities within existing accounts and contribute to new business acquisition.
• Build and maintain strong executive-level relationships with customer stakeholders, serving as a trusted advisor and escalation point for delivery-related matters.
• Drive customer satisfaction, retention, and referencability through regular governance meetings and strategic planning sessions.
• Collaborate with HR and recruitment teams to build delivery capabilities, ensure timely staffing, and mentor delivery managers and technical teams.
• Foster a high-performance culture focused on accountability, collaboration, innovation, and customer success, driving employee engagement and retention.
• Champion organizational quality initiatives, process improvements, and continuous improvement programs, ensuring compliance with standards and regulatory obligations.
• Direct operations management and escalation handling by implementing best practices in workflow design, resource allocation, and issue resolution to achieve client SLAs.
• Drive process improvement initiatives using Lean, Kaizen, and data visualization platforms such as Power BI or Tableau.
• Oversee escalation management protocols, setting up structured response mechanisms, analyzing root causes, and ensuring rapid resolution of high-impact incidents.
• Guide and coach team leaders and managers by conducting regular performance reviews and promoting continuous learning.
• Interpret and communicate operational performance trends using advanced data visualization tools to inform stakeholders.
• Champion innovation within operations by leveraging industry best practices and emerging technologies.
• Develop and maintain robust feedback channels with clients to proactively understand evolving requirements.

Skills

Leadership

Program governance

Financial management

Executive CRM

People management

Process excellence

Job description

HCLTech is seeking a Service Delivery Director for a full-time position in Al Baha. This role involves leading end-to-end service delivery across a portfolio of strategic customer accounts within the Kingdom of Saudi Arabia. The Service Delivery Director will be accountable for revenue realization, customer satisfaction, delivery excellence, business expansion, people leadership, and operational governance.

Key Responsibilities

• Lead and govern multiple programs, projects, and managed services engagements, ensuring delivery commitments are met in terms of scope, schedule, cost, quality, and customer expectations.
• Establish robust delivery governance mechanisms, including program reviews, risk management, escalation management, and performance tracking.
• Own and achieve revenue, margin, utilization, and profitability targets for the assigned portfolio, supporting business development through proposal and contract reviews.
• Partner with Sales and Account Management teams to identify and pursue growth opportunities within existing accounts and contribute to new business acquisition.
• Build and maintain strong executive-level relationships with customer stakeholders, serving as a trusted advisor and escalation point for delivery-related matters.
• Drive customer satisfaction, retention, and referencability through regular governance meetings and strategic planning sessions.
• Collaborate with HR and recruitment teams to build delivery capabilities, ensure timely staffing, and mentor delivery managers and technical teams.
• Foster a high-performance culture focused on accountability, collaboration, innovation, and customer success, driving employee engagement and retention.
• Champion organizational quality initiatives, process improvements, and continuous improvement programs, ensuring compliance with standards and regulatory obligations.
• Direct operations management and escalation handling by implementing best practices in workflow design, resource allocation, and issue resolution to achieve client SLAs.
• Drive process improvement initiatives using Lean, Kaizen, and data visualization platforms such as Power BI or Tableau.
• Oversee escalation management protocols, setting up structured response mechanisms, analyzing root causes, and ensuring rapid resolution of high-impact incidents.
• Guide and coach team leaders and managers by conducting regular performance reviews and promoting continuous learning.
• Interpret and communicate operational performance trends using advanced data visualization tools to inform stakeholders.
• Champion innovation within operations by leveraging industry best practices and emerging technologies.
• Develop and maintain robust feedback channels with clients to proactively understand evolving requirements.

Scope of Responsibility

The Service Delivery Director is responsible for achieving revenue and profitability targets for the assigned customer portfolio, ensuring delivery of projects and managed services as per contractual commitments. This includes ownership of customer relationship management, executive stakeholder engagement, and achieving customer satisfaction and referencability goals. The role also involves expanding existing business through account mining and growth initiatives, collaborating with Sales and Account Management teams, and building and scaling delivery teams to support business expansion.

Qualifications and Experience

• A minimum of 10 years of experience in a relevant field.
• Demonstrated ability to lead and govern multiple programs and projects.
• Proven track record in business and financial management, including achieving revenue and profitability targets.
• Strong experience in customer relationship management at an executive level.
• Experience in people leadership and talent management, including mentoring and developing teams.
• Familiarity with process excellence and compliance initiatives.

Key Success Metrics

• Revenue Achievement
• Gross M