Service Delivery Manager
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Key skills for this role
About the Role
Datamatics Global Services is seeking an experienced Service Delivery Manager with 6-12+ years of experience to oversee IT service delivery, manage SLAs, coordinate vendors, and drive continuous improvement in Riyadh.
Key Skills for This Role
Responsibilities
- Manage end to end service delivery operations for customers and internal stakeholders
- Track and report Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Coordinate with vendors, partners, and internal teams to ensure timely issue resolution and service delivery
- Conduct regular service review meetings and provide operational performance reports
- Monitor incidents, service requests, problems, and escalations to ensure timely resolution
- Drive continuous service improvement initiatives and process optimization
- Ensure adherence to customer facing delivery commitments and contractual obligations
- Collaborate with project managers, technical teams, and business stakeholders to ensure seamless service transitions
- Prepare executive dashboards, operational reports, and governance documentation
Requirements
- 6 12 years of experience in IT Service Delivery, Service Operations, or Customer Success within enterprise environments
- Experience in SLA tracking, vendor follow up, operational reporting, service reviews, and customer facing delivery commitments
- Knowledge of IT service management frameworks: ITIL, ISO/IEC 20000, or COBIT
- Experience with service management tools: ServiceNow, Jira Service Management, BMC Helix, Freshservice, or ManageEngine ServiceDesk Plus
- Experience in incident management, problem management, change management, and service request management
- Vendor management, stakeholder management, and customer relationship management skills
- Service governance, operational excellence, and continuous service improvement (CSI) experience
- Strong experience in KPI reporting, performance monitoring, and escalation management
- Excellent leadership, communication, negotiation, conflict resolution, and problem solving skills
- Bachelor's degree in Information Technology, Computer Science, Business Administration, Engineering, or related field
Full Job Posting
Job Summary
- Seeking an experienced Service Delivery Manager to oversee the delivery of IT services, ensuring operational excellence and high customer satisfaction.
- Responsible for managing service delivery operations, monitoring SLAs, coordinating vendors, driving continuous service improvements, and maintaining strong customer relationships.
Key Responsibilities
- Manage end to end service delivery operations for customers and internal stakeholders.
- Track and report Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Coordinate with vendors, partners, and internal teams to ensure timely issue resolution and service delivery.
- Conduct regular service review meetings and provide operational performance reports.
- Monitor incidents, service requests, problems, and escalations to ensure timely resolution.
- Drive continuous service improvement initiatives and process optimization.
- Ensure adherence to customer facing delivery commitments and contractual obligations.
- Collaborate with project managers, technical teams, and business stakeholders to ensure seamless service transitions.
- Prepare executive dashboards, operational reports, and governance documentation.
Must Have Skills
- Experience in SLA Tracking AND Vendor Follow up AND Operational Reporting AND Service Reviews AND Customer Facing Delivery Commitments.
- IT service management frameworks: ITIL OR ISO/IEC 20000 OR COBIT.
- Service management tools: ServiceNow OR Jira Service Management OR BMC Helix OR Freshservice OR ManageEngine ServiceDesk Plus.
- Incident Management AND Problem Management AND Change Management AND Service Request Management.
- Vendor Management AND Stakeholder Management AND Customer Relationship Management.
- Service Governance AND Operational Excellence AND Continuous Service Improvement (CSI).
- Strong experience in KPI Reporting AND Performance Monitoring AND Escalation Management.
- Excellent leadership, communication, negotiation, conflict resolution, and problem solving skills.
Good to Have Skills
- Project management methodologies: Agile OR Scrum OR Waterfall.
- Project and collaboration tools: Jira OR Azure DevOps OR Microsoft Project OR Confluence.
- Reporting and analytics tools: Power BI OR Tableau OR Microsoft Excel.
- Familiarity with cloud platforms: AWS OR Microsoft Azure OR Google Cloud Platform (GCP).
- Experience supporting DevOps, infrastructure, cloud, or application support teams.
- Certifications: ITIL Foundation OR ITIL Managing Professional OR PMP OR PRINCE2 OR Certified ScrumMaster (CSM).
- Knowledge of compliance and governance standards such as ISO 27001 OR SOC 2.
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business Administration, Engineering, or a related field.
- 6–12 years of experience in IT Service Delivery, Service Operations, or Customer Success within enterprise environments.
- Proven track record of managing enterprise customers, vendors, and multi functional delivery teams.
- Strong understanding of service lifecycle management, operational governance, and customer satisfaction metrics.
- Excellent presentation, stakeholder management, and executive communication skills.
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