Service Delivery Manager - Airline Industry Experience is a Must

Müller's Solutions; Riyadh; On-site; SAR 240,000 - 420,000; Full time

Job summary

Müller’s Solutions in Saudi Arabia is seeking an experienced Service Delivery Manager with mandatory Airline/Aviation industry experience to oversee end-to-end IT service delivery. You will maintain strong client relationships, ensure SLA/KPI compliance, and coordinate technical and operational teams to deliver high-quality IT services.

The role requires strong ITIL knowledge, excellent English communication, and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Mandatory: Airline/Aviation industry experience.
• Proven experience as a Service Delivery Manager or similar IT service management role.
• Strong knowledge of IT Service Management / ITIL.
• Experience managing SLAs, KPIs, service performance, and escalations.
• Excellent communication and presentation skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent English communication skills.

Responsibilities

• Manage end-to-end IT service delivery for airline/aviation clients.
• Act as the primary point of contact for clients and key stakeholders.
• Ensure services are delivered according to SLAs, KPIs, and quality standards.
• Monitor service performance and identify opportunities for continuous improvement.
• Coordinate with technical, operational, and support teams to resolve service issues.
• Manage incidents, problems, escalations, and service requests.
• Prepare and present service performance reports to clients and management.
• Conduct regular service reviews and stakeholder meetings.
• Identify risks and implement corrective and preventive actions.
• Ensure effective communication between business stakeholders and technical teams.
• Support ITIL-based service management processes and best practices.
• Manage escalations and ensure timely resolution of critical issues.

Skills

Airline industry

ITIL knowledge

Service delivery

SLA KPI management

Stakeholder management

English skills

Job description

Müller's Solutions is a leading technology and consulting company delivering innovative IT solutions and professional services across the EMEA region. We work with organizations to support digital transformation, IT modernization, and high-quality technology service delivery.

Job Summary

Müller's Solutions is looking for an experienced Service Delivery Manager with mandatory experience in the Airline/Aviation industry to work in Saudi Arabia

The successful candidate will be responsible for managing end-to-end service delivery, maintaining strong client relationships, ensuring SLA and KPI compliance, and coordinating technical and operational teams to deliver high-quality IT services.

Key Responsibilities

• Manage end-to-end IT service delivery for airline/aviation clients.


• Act as the primary point of contact for clients and key stakeholders.


• Ensure services are delivered according to agreed SLAs, KPIs, and quality standards.


• Monitor service performance and identify opportunities for continuous improvement.


• Coordinate with technical, operational, and support teams to resolve service issues.


• Manage incidents, problems, escalations, and service requests.


• Prepare and present service performance reports to clients and management.


• Conduct regular service reviews and stakeholder meetings.


• Identify risks and implement corrective and preventive actions.


• Ensure effective communication between business stakeholders and technical teams.


• Support ITIL-based service management processes and best practices.


• Manage escalations and ensure timely resolution of critical issues.

Requirements

• Mandatory: Proven experience working within the Airline/Aviation industry.


• Proven experience as a Service Delivery Manager or in a similar IT service management role.


• Strong knowledge of IT Service Management / ITIL principles.


• Experience managing SLAs, KPIs, service performance, and escalations.


• Strong stakeholder and client management skills.


• Experience coordinating cross-functional technical and operational teams.


• Excellent communication and presentation skills.


• Strong problem-solving and analytical abilities.


• Ability to manage multiple priorities in a fast-paced environment.


• Excellent English communication skills.

Preferred

• ITIL certification


• Experience with airline IT systems, aviation technology, or airport environments


• Experience managing large-scale IT services or enterprise clients


• Experience working with international or EMEA-based clients

Important

Airline/Aviation industry experience is a MUST for this position. Candidates without relevant Airline/Aviation experience will not be considered.