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Managed Services Delivery Manager
Thales
Riyadh Region, KSA
Full-time
Director
Onsite
Discovered 1 weeks ago
Managed services deliveryTeam leadershipResource planningCustomer and stakeholder managementMajor incident managementITIL service management
Free
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Managed services deliveryTeam leadershipResource planning
Role Overview
Lead a team of 8 or more engineers within the DES team.
Ensure reliable delivery of managed services and regional projects while maintaining operational excellence, customer satisfaction, and SLA compliance.
Combine team leadership and service management with hands-on technical contribution and project financial ownership.
Key Skills for This Role
Managed services deliveryTeam leadershipResource planningCustomer and stakeholder managementMajor incident managementITIL service management
Full Job Posting
Role Overview
Lead a team of 8 or more engineers within the DES team.
Ensure reliable delivery of managed services and regional projects while maintaining operational excellence, customer satisfaction, and SLA compliance.
Combine team leadership and service management with hands-on technical contribution and project financial ownership.
Core Responsibilities
- Lead engineering-team resource planning, skill development, performance management, and culture building.
- Handle customer and stakeholder escalations, major incidents, cross-functional coordination, and executive communications.
- Drive CSAT, NPS, service quality, customer relationships, service adoption, and business growth.
- Apply ITIL practices across change, release, incident, and problem management and participate in governance reviews.
- Define operational and DevOps improvements, monitor KPIs, and improve automation, reliability, and service availability.
- Work with cross-functional teams to support 24×7 services and organizational goals.
- Troubleshoot complex issues, participate in code reviews, optimize infrastructure, and improve system reliability.
- Design and implement scalable, high-availability solutions with engineers.
- Collaborate with Account and Marketing teams to increase managed-service usage.
- Own project financial management and maintain approved margins.
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