Service Delivery Manager

AlasilaCX; Riyadh Region; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading customer experience services provider in Riyadh is seeking a Service Delivery Manager to manage and improve the delivery of client technology services. This role requires a Bachelor's degree and over 5 years of service delivery experience. Key responsibilities include ensuring SLA compliance, leading teams, and enhancing service quality. The ideal candidate will have proficiency in ITSM tools and strong communication skills.

Qualifications

• 5+ years of experience in service delivery or IT service management.
• Experience in customer experience or contact center environments is a plus.
• Excellent communication and problem-solving skills.

Responsibilities

• Ensure high-quality delivery of IT services and support.
• Monitor service levels for SLA adherence and customer satisfaction.
• Lead and coordinate internal and external delivery teams.
• Produce performance reports for senior leadership.
• Identify areas for process improvement and service innovation.

Skills

Service delivery management

ITIL framework understanding

Customer service

Stakeholder management

Leadership skills

Education

Bachelor’s degree in information technology or related field

Tools

ITSM platforms (Freshdesk, ServiceNow, Jira)

Job description

AlasilaCX, a leading customer experience services provider, is seeking a highly motivated and detail-oriented Service Delivery Manager to oversee the delivery and performance of client-facing and internal technology services. The Service Delivery Manager will play a critical role in managing service quality, coordinating cross-functional teams, ensuring SLA compliance, and driving continuous improvement in service delivery.

Key Responsibilities

Service Operations & Performance Management

• Ensure high-quality delivery of IT services, infrastructure, and application support.
• Monitor daily operations and service levels to ensure SLA adherence and customer satisfaction.

Client & Stakeholder Management

• Serve as the primary point of contact for service delivery-related matters.
• Maintain strong client and IT vendor relationships through regular performance reviews and reporting.
• Gather feedback and proactively address service issues or concerns.
• Align delivery models with client expectations and evolving business needs.

Team Leadership & Collaboration

• Lead and coordinate internal and external delivery teams.
• Work closely with the IT infrastructure, applications, help desk, and CX technology teams.
• Support onboarding and training for new team members and clients.
• Foster a culture of accountability, communication, and service excellence.

Project Leadership & Proposal Management

• Lead new technology projects from the IT perspective, ensuring timely and cost-effective delivery.
• Collaborate with cross-functional teams to gather requirements, assess technical feasibility, and define project scope.
• Prepare and present technical and financial proposals in response to client RFPs.
• Support pre-sales and solution design activities by aligning proposed services with business objectives.

Service Improvement & Strategic Planning

• Identify areas for process improvement, automation, and service innovation.
• Participate in the design and implementation of new service models.
• Ensure compliance with ITIL best practices and regulatory standards.
• Develop and maintain service delivery documentation and SOPs.

Reporting & Governance

• Produce weekly, monthly, and quarterly performance reports for senior leadership.
• Track KPI metrics such as MTTR, SLA compliance, and customer satisfaction.
• Contribute to the strategic IT roadmap by providing delivery service insights.
• Support audit, compliance, and risk management initiatives.

Skills

Qualifications & Skills

• Bachelor’s degree in information technology, Computer Science, Business Administration, or related field.
• 5+ years of experience in service delivery, operations, or IT service management.
• Strong understanding of ITIL framework and service management principles.
• Experience working in customer experience, contact centre, or BPO environments is a plus.
• Proven ability to manage multiple stakeholders and cross-functional teams.
• Excellent communication, problem-solving, and leadership skills.
• Proficiency in ITSM platforms such as Freshdesk, ServiceNow, or Jira.