Technical Service Delivery Manager
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Key skills for this role
About the Role
Müller's Solutions is seeking an experienced Service Delivery Manager to lead managed IT services in Riyadh. The role involves overseeing Service Desk, Field Support, and Inventory Management teams, driving SLA/KPI achievement, and managing multi-vendor environments.
Key Skills for This Role
Responsibilities
- Drive SLA and KPI achievement and provide regular service performance reports to senior stakeholders
- Lead and govern Service Desk, Field Support, and Inventory Management teams
- Coordinate managed service delivery across multi vendor and cross functional teams
- Manage team scheduling and workforce planning for shift based operations
- Develop and execute individual development plans for team members
- Ensure effective incident, problem, and escalation management through structured governance
- Identify opportunities to improve service delivery processes and operational efficiency
- Build and maintain strong relationships with internal and external stakeholders
- Communicate effectively with technical teams, business users, and senior management
- Lead operational problem solving initiatives and drive continuous service improvement
Requirements
- Bachelor's degree in Engineering, Information Technology, Computer Science, or related field
- ITIL V4 Foundation Certification (Mandatory)
- Proven experience managing 30+ member managed service teams across multiple locations
- Experience managing shift based IT support operations
- Strong knowledge of IT Service Management (ITSM) processes and best practices
- Hands on experience with ServiceNow or similar ITSM platforms
- Expertise supporting endpoint technologies (laptops, desktops, mobile devices, meeting room systems)
- Experience coordinating services across multi vendor environments
- Strong leadership, people management, and coaching skills
- Excellent stakeholder management and communication skills
- Strong analytical, problem solving, and decision making abilities
- Ability to drive operational excellence and continuous improvement initiatives
Full Job Posting
Overview
- Muller's Solutions is seeking an experienced Service Delivery Manager to lead and oversee managed IT services across Service Desk, Field Support, and Inventory Management functions. The ideal candidate will ensure high quality service delivery, drive operational excellence, manage distributed teams,
Key Responsibilities
- Drive SLA and KPI achievement and provide regular service performance reports to senior stakeholders.
- Lead and govern Service Desk, Field Support, and Inventory Management teams.
- Coordinate managed service delivery across multi vendor and cross functional teams.
- Manage team scheduling and workforce planning for shift based operations.
- Develop and execute individual development plans for team members.
- Ensure effective incident, problem, and escalation management through structured governance.
- Identify opportunities to improve service delivery processes and operational efficiency.
- Build and maintain strong relationships with internal and external stakeholders.
- Communicate effectively with technical teams, business users, and senior management.
- Lead operational problem solving initiatives and drive continuous service improvement.
Requirements
- Bachelor's degree in Engineering, Information Technology, Computer Science, or a related field.
- ITIL V4 Foundation Certification (Mandatory).
- Proven experience managing 30+ member managed service teams across multiple locations.
- Experience managing shift based IT support operations.
- Strong knowledge of IT Service Management (ITSM) processes and best practices.
- Hands on experience with ServiceNow or similar ITSM platforms.
- Expertise supporting endpoint technologies, including laptops, desktops, mobile devices, meeting room and collaboration systems.
- Experience coordinating services across multi vendor environments.
- Strong leadership, people management, and coaching skills.
- Excellent stakeholder management and communication skills.
- Strong analytical, problem solving, and decision making abilities.
- Ability to drive operational excellence and continuous improvement initiatives.
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