Managed Service Delivery Lead & Project Manager

Overview

Managed Service Delivery & Client Success

• Service Governance: Own the overall service delivery lifecycle. Conduct regular Service Level Review meetings with business stakeholders to report on system performance, SLA/KPI achievements, and operational stability.
• Continuous Improvement: Analyze service performance data alongside the ITSM Lead to identify recurring issues, optimize support workflows, and implement preventative measures across the infrastructure and application layers.
• Transition Management: Oversee the smooth transition of newly developed proprietary components (e.g., mobile app updates, new BPM workflows) from the engineering team into the live managed support environment.
• Vendor & Cloud Management: Coordinate with third-party vendors and manage the operational aspects of our Google Cloud Platform (GCP) hosting environment, ensuring cost-efficiency, scalability, and high availability.

Project & Delivery Management

• End-to-End Project Execution: Lead the planning, execution, and delivery of ongoing software development projects, including enhancements to the custom middleware, credit decision engine, and loan management integrations.
• Agile Leadership: Facilitate Agile/Scrum ceremonies (sprint planning, daily stand-ups, retrospectives) for distributed engineering and delivery teams.
• Requirements & Scope Management: Work closely with business analysts and product owners to translate KSA financial business requirements into actionable technical project plans, managing scope creep and delivery timelines.
• Risk & Resource Management: Identify project bottlenecks, manage technical dependencies between off-the-shelf platforms (Fineract/ERPNext) and proprietary code, and dynamically allocate engineering resources to meet delivery deadlines.

Qualifications & Technical Requirements

• Experience: 8+ years of combined experience in Project Management and Managed Services Delivery, with a strong background in the financial services, banking, or fintech sectors.
• Certifications: Active PMP, PRINCE2, or Agile (CSM/PMI-ACP) certification is required. ITIL v4 certification is highly desirable.
• Technical Acumen:
• + Demonstrated experience managing complex software delivery involving a mix of core banking/loan management platforms (e.g., Fineract), ERP systems, and custom microservices.
• + Strong understanding of cloud infrastructure deployments, preferably Google Cloud Platform (GCP).
• + Familiarity with modern software development lifecycles (CI/CD, DevOps) and integration architectures (APIs, middleware).
• Regulatory & Market Knowledge: Familiarity with Saudi Central Bank (SAMA) regulations, data privacy compliance, and KSA financial sector operational standards.
• Communication: Exceptional stakeholder management and executive presentation skills. Bilingual proficiency (Arabic and English) is required to navigate KSA business requirements and coordinate with technical teams effectively.