IT Service Delivery Manager

Role Overview

IT Service Management

• Manage and continuously improve IT service delivery processes.
• Ensure IT services meet agreed SLAs, KPIs, and business expectations.
• Establish and maintain IT service management procedures based on ITIL best practices.
• Monitor service performance, incidents, requests, problems, and changes.
• Prepare regular IT service performance reports for IT management.

Service Desk & End-User Support

• Manage the IT Service Desk and ensure timely resolution of incidents and service requests.
• Define and monitor first-level and second-level support responsibilities.
• Monitor ticket volumes, response times, resolution times, backlog, and SLA compliance.
• Improve user satisfaction and IT support experience.
• Ensure proper onboarding and offboarding of employees.

Infrastructure & Applications

• Coordinate operational support for LAN/WAN and Wi-Fi, servers and virtualisation, storage and backup, Microsoft 365 and cloud services, IP telephony, data centres, and end-user computing.
• Coordinate support for critical business applications including ERP, Manufacturing Execution System, Document Management System, and Service Desk systems.
• Lead major incident management and ensure timely restoration of critical services.

Security, Compliance & Continuity

• Ensure IT service operations comply with company cybersecurity policies and regulatory requirements.
• Coordinate with the cybersecurity team on security incidents, vulnerabilities, access management, and remediation.
• Support IT audits and compliance activities including ISO 27001, Aramco CCC, and internal IT controls where applicable.
• Support IT business continuity and disaster recovery planning and ensure critical services have backup and recovery procedures.
• Participate in DR tests and document recovery results and corrective actions.

Team Management

• Manage and develop IT service delivery personnel.
• Define responsibilities, objectives, KPIs, and performance targets.

Education & Certifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• ITIL Foundation certification is preferred; ITIL Managing Professional is an advantage.
• Relevant certifications such as PMP, COBIT, ISO 27001, Microsoft, Cisco, or cybersecurity certifications are advantageous.

Experience

• Minimum 10 years of IT experience, including significant experience in IT service management or IT operations.
• Experience managing IT teams, vendors, SLAs, and enterprise IT services.
• Industrial sector experience is preferred.