Service Delivery Manager
Role Overview
Leads managed-services delivery and customer outcomes through proactive process management, strategic leadership, and cross-functional coordination.
Key Skills for This Role
Full Job Posting
Role overview
Leads managed-services delivery and customer outcomes through proactive process management, strategic leadership, and cross-functional coordination.
Key responsibilities
- Oversee service delivery and performance against SLAs and KPIs.
- Serve as primary client contact and lead service reviews and engagements.
- Design and implement ITIL-aligned service processes.
- Coordinate onshore, nearshore, and offshore teams.
- Monitor performance, report insights, and resolve escalations.
- Develop Service Improvement Plans and implement data-driven improvements.
- Support pre-sales, service design, and RFP/RFI responses.
- Mentor teams and lead communication during high-pressure service outages.
Experience and education
- Required education in Computer Science, Information Technology, Business Administration, or a related technical field; a Master’s in IT Management is preferred.
- 6–10 years in IT Service Management or managed services, including 4–5 years in client-facing leadership.
- GCC service-delivery experience, especially with large enterprises or government entities in Saudi Arabia.
- Experience with offshore delivery and virtual cross-functional teams.
Certifications and technical knowledge
- ITIL 4 Foundation certification is required.
- ITIL Managing Professional or Strategic Leader is highly preferred; PMP or PRINCE2 is preferred for transitions and improvement projects.
- Strong knowledge of Google Cloud and other hyperscalers; the description also cites DevOps, SRE, CI/CD, Infrastructure as Code, and FinOps.
Languages and competencies
- Professional English proficiency.
- Competencies include SLA and KPI governance, ITIL processes, stakeholder management, continuous service improvement, and escalation leadership.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at CNTXT
Senior Cloud FinOps Engineer
Riyadh, KSA
CNTXT is seeking a senior Cloud FinOps Engineer to build billing-data visibility and operate financial controls across its Google Cloud reseller customer base. The role requires 6+ years in cloud operations, FinOps engin
Solutions Architect Expert
Riyadh, KSA
CNTXT is seeking an experienced cloud architect to design secure, scalable, and resilient Google Cloud Platform solutions aligned with customer and business needs. The role leads architecture and technology standards, me