Service Delivery Manager

DXC Technology Company; Saudi Arabia; On-site; SAR 230,000 - 380,000; Full time

Job summary

DXC Technology Company in Riyadh, Saudi Arabia, is seeking an experienced Service Delivery Manager to oversee IT services, ensure customer satisfaction, and drive performance across infrastructure, service desk, and support teams.

The role requires strong stakeholder management, ITIL/ITSM expertise, and hands-on governance experience, with a track record of service improvements and successful service transitions.

Qualifications

• Bachelor's degree in IT, Computer Science, Engineering, Business, or a related field.
• 6+ years of experience in IT operations, service delivery, or managed services.
• 2+ years in a Service Delivery Manager, Operations Manager, or similar role.
• Experience working in customer-facing environments.
• Good understanding of Infrastructure Operations, Service Desk, and IT Service Management (ITSM).
• Strong communication, stakeholder management, and problem-solving skills.
• Excellent English communication skills.

Responsibilities

• Act as the main point of contact for service delivery operations.
• Ensure services are delivered according to agreed SLAs and performance targets.
• Coordinate activities across infrastructure, service desk, and support teams.
• Monitor service performance and drive issue resolution and continuous improvement.
• Lead customer meetings, service reviews, and operational governance sessions.
• Support incident, problem, and change management processes.
• Manage resource planning and service capacity.
• Review service reports, billing, and operational metrics.
• Drive service improvement and automation initiatives.
• Support service transitions and onboarding of new services.

Skills

Service Delivery Management

ITIL / ITSM

Incident, Problem & Change Management

Customer & Stakeholder Management

Service Reporting & Governance

Resource & Capacity Planning

Continuous Service Improvement

ServiceNow

Power BI

Education

Bachelor's degree in IT, Computer Science, Engineering, Business, or related field

Tools

ServiceNow

Power BI

Job description

Service Delivery Manager

Location: Riyadh, Saudi Arabia

Experience: 6+ Years

Role Overview

We are looking for an experienced Service Delivery Manager to oversee IT services, ensure customer satisfaction, manage service performance, and lead operational improvements. The role requires strong stakeholder management, service delivery expertise, and the ability to coordinate across multiple technical teams.

Key Responsibilities

• Act as the main point of contact for service delivery operations.
• Ensure services are delivered according to agreed SLAs and performance targets.
• Coordinate activities across infrastructure, service desk, and support teams.
• Monitor service performance and drive issue resolution and continuous improvement.
• Lead customer meetings, service reviews, and operational governance sessions.
• Support incident, problem, and change management processes.
• Manage resource planning and service capacity.
• Review service reports, billing, and operational metrics.
• Drive service improvement and automation initiatives.
• Support service transitions and onboarding of new services.

Required Qualifications

• Bachelor's degree in IT, Computer Science, Engineering, Business, or a related field.
• 6+ years of experience in IT operations, service delivery, or managed services.
• 2+ years in a Service Delivery Manager, Operations Manager, or similar role.
• Experience working in customer-facing environments.
• Good understanding of Infrastructure Operations, Service Desk, and IT Service Management (ITSM).
• Strong communication, stakeholder management, and problem-solving skills.
• Excellent English communication skills.

Preferred Qualifications

• ITIL v4 Foundation certification.
• PMP, PRINCE2, or ServiceNow certifications.
• Knowledge of cloud, infrastructure, and enterprise IT environments.
• Arabic language skills are an advantage.

Key Skills

• Service Delivery Management
• ITIL / IT Service Management (ITSM)
• Incident, Problem & Change Management
• Customer & Stakeholder Management
• Service Reporting & Governance
• Resource & Capacity Planning
• Continuous Service Improvement (CSI)
• ServiceNow
• Power BI