Service Delivery Manager

CNTXT; Riyadh; On-site; SAR 420,000 - 660,000; Full time

Job summary

CNTXT in Saudi Arabia is seeking a Senior Service Delivery Leader to drive end-to-end managed services and ensure premium customer outcomes across the GCC. You will lead cross-functional teams, manage SLAs, and shape service reviews with key stakeholders.

The role requires 6–10 years in ITSM or managed services, strong ITIL expertise, and experience coordinating onshore and offshore delivery. Regional Saudi/GCC exposure and cloud/DevOps knowledge are highly valued.

Qualifications

• Total experience: 6–10 years in IT Service Management or Managed Services.
• Leadership: 4–5 years in a client-facing leadership role (SDM or Account Lead).
• Regional GCC experience with large-scale enterprises or government entities in Saudi Arabia.
• Global delivery: experience with offshore delivery models and cross-functional teams.

Responsibilities

• Oversee end-to-end delivery of managed services to meet/exceed SLAs and KPIs.
• Act as primary client contact, leading engagements and service reviews.
• Design and implement ITIL-aligned processes to improve efficiency.
• Coordinate onsite teams in Saudi Arabia with offshore delivery centers; mentor teams.
• Identify performance gaps and drive continuous service improvement plans.

Skills

SLA & KPI Governance

ITIL Framework Mastery

Stakeholder Management

Crisis & Escalation Leadership

Cloud platforms familiarity

DevOps & SRE

Modern IT operating models

FinOps

Education

Bachelor's degree in Computer Science/Information Technology/ related field

Master's in IT Management preferred

Job description

Serves as the primary lead for service delivery operations, focusing on exceeding customer expectations through proactive process management and strategic leadership. You will drive continuous improvement initiatives and manage cross-functional collaboration to ensure high-quality service outcomes.

• Service Level & Performance Management: Oversee the end-to-end delivery of managed services to ensure all SLAs and KPIs are met or exceeded.
• Client Relationship Management: Act as the primary point of contact for clients, leading engagements and service reviews to ensure high satisfaction.
• Operational Excellence & Process Optimization: Design and implement ITIL-aligned processes to streamline service delivery and improve efficiency.
• Cross-Functional Leadership: Coordinate between onshore, nearshore and offshore teams to ensure seamless communication and alignment.
• Continuous Service Improvement (CSI): Identify performance gaps and develop actionable improvement plans to enhance the overall customer experience.

Detailed Job Description

• Operational Governance & Performance
• Monitor and report on service performance by generating detailed analytical insights. You will manage escalations and troubleshoot complex service-related issues, driving them to resolution while ensuring a culture of accountability and strict adherence to ITIL best practices.
• Strategic Client Engagement
• Build and nurture strong, long-term relationships with key stakeholders. This involves coordinating regular service reviews, managing client expectations, and supporting pre-sales activities—including contributing to service design and assisting with RFP/RFI responses to drive business growth.
• Facilitate seamless communication between onsite teams in Saudi Arabia and offshore delivery centers. You will mentor internal teams to ensure knowledge growth and consistent performance, ensuring that the "one team" philosophy is maintained across geographical boundaries.
• Process Innovation & Efficiency
• Proactively design and implement processes that optimize service delivery. You will develop and maintain detailed Service Improvement Plans (SIPs), utilizing data-driven recommendations to drive continuous improvement initiatives that enhance both operational efficiency and the end‑user experience.

Education Requirements

Required in Computer Science, Information Technology, Business Administration, or a related technical field. A Master’s in IT Management is preferred.

Work Experience

Total Experience: 6-10 years in IT Service Management or Managed Services environments.

Leadership: Minimum of 4–5 years in a client‑facing leadership role (SDM or Account Lead).

Regional Context: Proven experience managing service delivery in the GCC region, specifically working with large-scale enterprises or government entities in Saudi Arabia.

Global Delivery: Demonstrated experience working with offshore delivery models and managing virtual, cross‑functional teams.

Certification/License

• ITIL 4 Foundation: Required.
• ITIL Managing Professional (MP) or Strategic Leader (SL): Highly preferred.
• PMP or PRINCE2: Preferred for managing service transitions and improvement projects.
• Google Cloud (GC): Strong knowledge of Google Cloud and other hyperscalers.
• DevOps and SRE Expertise: Knowledge of DevOps practices, CI/CD pipelines, and Infrastructure as Code (Terraform, Ansible, etc.)
• FinOps/Cost Optimization: Knowledge of Cloud FinOps Practices.

Language Skills

Professional English proficiency.

Functional Job Competencies

• 1. SLA & KPI Governance Enforcing contractual metrics to ensure consistent service quality and accountability.
• 2. ITIL Framework Mastery Applying structured ITSM processes (Incident, Change, Problem) to maintain operational stability.
• 3. Stakeholder Management Navigating client relationships and expectations to build trust and long‑term partnership. Analyzing performance data to identify gaps and implement proactive service enhancements.
• 5. Crisis & Escalation Leadership Directing technical resolutions and executive communication during high‑pressure service outages.
• 6. Strong technical background in cloud platforms (e.g., GCP, Azure, or AWS) and managed services environments.
• 7. Familiarity with modern IT operating models, including DevOps, SRE principles, and Infrastructure as Code.
• 8. Experience in FinOps or cloud cost management strategies.