Service Delivery Manager

Master Works; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

Master Works is seeking a Service Delivery Manager to lead the setup and management of IT Managed Services delivery. This managerial role involves building operational workflows, maintaining client relationships, and enhancing service delivery aligned with industry standards. Ideal candidates will possess strong leadership skills, extensive IT know-how, and a proactive approach to continuous improvement in various client environments.

Qualifications

• 7+ years of experience in IT service delivery, including 2+ years in a managerial role.
• ITIL Foundation certified; advanced certifications like PMP are a plus.
• Experience in the Saudi IT market is advantageous.

Responsibilities

• Lead the setup and management of IT service delivery models.
• Act as the key interface between clients and the service team.
• Drive continuous improvement initiatives and service enhancements.

Skills

Leadership

Stakeholder Management

Strategic Thinking

IT Infrastructure Knowledge

Communication

Education

Bachelor's degree in Computer Science or Information Technology

Tools

ITSM tools (e.g., ServiceNow, ManageEngine)

Job description

The Service Delivery Manager (SDM) at Master Works will lead the setup, development, and management of the IT Managed Services delivery model. This role is critical to building the service operations from the ground up, ensuring high-quality delivery of IT services to our clients across various sectors, including government and enterprise environments. The SDM will focus on client satisfaction, operational excellence, and sustainable service frameworks aligned with ITIL and industry best practices.

Key Responsibilities:

Service Delivery Setup & Execution:

• Design and implement end-to-end service delivery models, processes, and SLAs tailored for Master Works' IT clients
• Build operational workflows and governance models for NOC, service desk, on-site support, and remote delivery teams
• Ensure consistent and reliable service performance, quality control, and compliance with contractual obligations
  
  

Client Relationship & Account Management:

• Act as the key interface between Master Works and its managed service clients
• Develop a deep understanding of each client's operational needs and business objectives
• Lead regular client meetings, service reviews, and feedback sessions to ensure satisfaction and trust
  
  

Team Leadership & Development:

• Lead and mentor a team of service desk agents, NOC staff, field engineers, and support specialists
• Define performance metrics and career development plans for team members
• Foster a culture of ownership, agility, and accountability
  
  

SLA Management & Reporting:

• Monitor service levels and performance indicators using ITSM tools
• Produce weekly and monthly dashboards and reports for internal leadership and client stakeholders
• Proactively identify risks, bottlenecks, and areas of improvement with actionable recommendations
  
  

Continuous Improvement & Growth Enablement:

• Drive continuous improvement initiatives, including automation, knowledge management, and workflow optimization
• Collaborate with the EPMO, Pre-sales, and Technical Units to align service delivery with project-based support models
• Support the development of service catalogs, pricing models, and proposals for new managed services engagements
  
  

Requirements

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related discipline
• 7+ years of experience in IT service delivery, including 2+ years in a managerial or leadership role
• Experience in the Saudi IT market or government digital transformation projects is a plus
• ITIL Foundation certified; advanced certifications (e.g., ITIL Intermediate, PMP) are advantageous
  
  

Key Competencies:

• Deep understanding of IT infrastructure, networks, cloud, and enterprise systems
• Strong leadership and people management capabilities
• Excellent communication and stakeholder management skills
• Familiarity with ITSM tools such as ServiceNow, ManageEngine, or similar platforms
  
  

Strategic thinking with a hands-on approach in startup environments.