Managed Services Delivery Manager

Overview

A. Infrastructure Build

• Stand up the SLA definition and agreement process for new Operational Managed Services engagements - aligned to ISO/IEC 20000-1 categories (availability, response time, resolution time, quality/output) in lines with the terms negotiated with clients that safeguard the company s interest.
• Establish the client enablement document template and process for T&M engagements - billable-day definition, approval authority, exception handling, non-withholding clause.
• Define the mobilization checklist and standard for both production (billable) and management staff - covering client acceptance, rate/SLA confirmation, system access, and compliance documentation.
• Set up the Change Request (CR) governance process for Managed Services - formal logging, classification, pricing against the Master Price List, and client acceptance before billing wherever applicable.
• Work to ensure all of the above is documented as a formal SOP, version-controlled in the central SharePoint repository

B. Live Engagement Management

• Take direct ownership of an assigned portfolio of active T&M and/or Managed Services engagements immediately upon joining.
• Own the monthly timesheet governance cycle for T&M engagements - data preparation, Level-1 and Level-2 approval chase, daily rate application, and timely Delivery Note preparation.
• Monitor SLA attainment for Managed Services engagements in your portfolio - track performance against agreed thresholds, escalate to Technology before a breach occurs, and produce the service period report.
• Manage the Delivery Note sign-off cycle end-to-end - reconcile to rate card/PO, obtain client signature, and hand over the signed DN package to Finance within the stipulated timelines.
• Act as the first escalation point for client-side service issues, timesheet disputes, and delivery concerns within your portfolio.
• Flag and formally raise any engagement carrying unacceptable delivery risk - including the right to recommend declining or restructuring high-risk scope before commitment.

C. Mobilization

• Coordinate the mobilization of new resources onto live engagements - client acceptance of profiles, rate/SLA confirmation in writing, and compliance documentation (Iqama, GOSI, WPS enrolment) completed before Day 1 of billable work.
• Set up onsite and offshore delivery infrastructure for new mobilizations - system access, VPN, workspace allocation, and working-time framework - confirmed and tested before go-live.
• Coordinate with HR and Technology to ensure management and governance roles (not just production staff) are assigned and briefed before engagement start.

D. Reporting & Continuous Improvement

• Maintain real-time visibility of utilization, recovery days, and SLA attainment across your portfolio - feeding into the Portfolio Manager's aggregated view.
• Contribute engagement-level data and lessons learned into the 90-day capacity forecast and into future proposal costing.
• Identify recurring process gaps during live delivery and feed them back into the infrastructure build - this role is expected to improve the SOPs it operates under, not just follow them.

Experience

• 6 10 years of experience in IT services delivery, managed services operations, staffing/T&M operations, or recurring service delivery.
• Demonstrated experience running live client engagements with commercial accountability - not purely a project coordination background.
• Experience setting up a new process or function from scratch is strongly preferred - this is as much a build role as a run role.
• Exposure to both onsite and offshore delivery models is an advantage, given the company's KSA, India, and Egypt footprint.

Technical & Functional Skills

• Strong working knowledge of SLA frameworks - familiarity with ISO/IEC 20000 or ITIL service management concepts preferred.
• Comfortable with timesheet, billing, and Delivery Note governance cycles - understands the mechanics of how T&M revenue is protected from leakage.
• Experience with ticketing or service management platforms (Fresh service, Jira Service Management, or equivalent) for CR and SLA tracking.
• Working knowledge of KSA labor compliance touchpoints - Iqama, GOSI, WPS, Qiwa - sufficient to coordinate with HR, not execute compliance directly.

Behavioral & Leadership Qualities

• Comfortable holding two priorities simultaneously - building new processes while keeping existing commitments running without disruption.
• Direct and proactive in escalating risk - this role is expected to say no to unworkable commitments, not absorb risk silently.
• Strong written communication - produces clean, factual service reports and escalation notes that a client or senior leadership can act on without rework.
• Works well under ambiguity without using that ambiguity as an excuse for delivery gaps.
• Certifications (preferred, not mandatory at entry)
• ITIL Foundation
• PMP or equivalent project/service management certification
• Lean Six Sigma Yellow Belt or Green Belt