Managed Services Delivery Manager
Role Overview
Lead a team of eight or more engineers in the DES team, delivering services and regional projects while maintaining service quality, customer satisfaction, and SLA compliance.
The role combines team leadership, service operations, stakeholder management, resource planning, escalation handling, technical contribution, and continuous improvement.
Key Skills for This Role
Full Job Posting
Role overview
Lead a team of eight or more engineers in the DES team, delivering services and regional projects while maintaining service quality, customer satisfaction, and SLA compliance.
The role combines team leadership, service operations, stakeholder management, resource planning, escalation handling, technical contribution, and continuous improvement.
Service and team delivery
- Lead engineers, plan resources, develop skills, and promote strong team performance.
- Handle customer and stakeholder escalations, major incidents, cross-functional coordination, and executive communications.
- Meet CSAT and NPS targets and develop improvement plans for low scores.
- Manage ITIL change, release, incident, and problem practices; participate in governance and maintain quality and KPI compliance.
- Improve customer relationships, service quality, adoption, and business growth.
- Drive operational and DevOps improvements, automation, reliability, and continuous improvement.
- Collaborate across teams to support goals and 24×7 service availability.
- Contribute hands-on through troubleshooting, code reviews, infrastructure optimization, and reliability improvements.
- Design and implement scalable, high-availability solutions with engineers.
- Partner with Account and Marketing teams to grow managed-service usage.
- Own project financial management while respecting approved margins.
Qualifications and experience
- Experience overseeing project scope and requirements, SLAs, change and customer relationship management, and project handovers.
- ITIL Foundation, Practitioner, Service Manager, and Practitioner Release and Control certifications are specified.
- Fluent English and Arabic; strong communication and stakeholder-management skills.
- Degree in Computer, Electrical, or Telecommunications Engineering, or a related field.
- 10+ years in software and services delivery, including at least 3 years managing engineering teams of at least five.
- Experience in IT or technical operations or team management, and knowledge of ITSM processes.
About Thales
Thales develops identity management and data protection technologies and services for digital security.
In Saudi Arabia, Thales works across defence, public security, civil aviation, space, enterprise, and cybersecurity, and describes localization and local capability development as strategic priorities.
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