218 Call Center Operations jobs in Saudi Arabia

The Service Delivery Manager (SDM) at Master Works will lead the setup, development, and management of the IT Managed Services delivery model. This role is critical to building the service operations from the ground up, ensuring high-quality delivery of IT services to our clients across various sectors, including government and enterprise environments. The SDM will focus on client satisfaction, operational excellence, and sustainable service frameworks aligned with ITIL and industry best practices.

Key Responsibilities:

Service Delivery Setup & Execution:

• Design and implement end-to-end service delivery models, processes, and SLAs tailored for Master Works' IT clients
• Build operational workflows and governance models for NOC, service desk, on-site support, and remote delivery teams
• Ensure consistent and reliable service performance, quality control, and compliance with contractual obligations
  
  

Client Relationship & Account Management:

• Act as the key interface between Master Works and its managed service clients
• Develop a deep understanding of each client's operational needs and business objectives
• Lead regular client meetings, service reviews, and feedback sessions to ensure satisfaction and trust
  
  

Team Leadership & Development:

• Lead and mentor a team of service desk agents, NOC staff, field engineers, and support specialists
• Define performance metrics and career development plans for team members
• Foster a culture of ownership, agility, and accountability
  
  

SLA Management & Reporting:

• Monitor service levels and performance indicators using ITSM tools
• Produce weekly and monthly dashboards and reports for internal leadership and client stakeholders
• Proactively identify risks, bottlenecks, and areas of improvement with actionable recommendations
  
  

Continuous Improvement & Growth Enablement:

• Drive continuous improvement initiatives, including automation, knowledge management, and workflow optimization
• Collaborate with the EPMO, Pre-sales, and Technical Units to align service delivery with project-based support models
• Support the development of service catalogs, pricing models, and proposals for new managed services engagements
  
  

Requirements

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related discipline
• 7+ years of experience in IT service delivery, including 2+ years in a managerial or leadership role
• Experience in the Saudi IT market or government digital transformation projects is a plus
• ITIL Foundation certified; advanced certifications (e.g., ITIL Intermediate, PMP) are advantageous
  
  

Key Competencies:

• Deep understanding of IT infrastructure, networks, cloud, and enterprise systems
• Strong leadership and people management capabilities
• Excellent communication and stakeholder management skills
• Familiarity with ITSM tools such as ServiceNow, ManageEngine, or similar platforms
  
  

Strategic thinking with a hands-on approach in startup environments. #J-18808-Ljbffr

This range is provided by Master Works. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

SAR20,000.00/yr - SAR25,000.00/yr

The Service Delivery Manager (SDM) at Master Works will lead the setup, development, and management of the IT Managed Services delivery model. This role is critical to building the service operations from the ground up, ensuring high-quality delivery of IT services to our clients across various sectors, including government and enterprise environments. The SDM will focus on client satisfaction, operational excellence, and sustainable service frameworks aligned with ITIL and industry best practices.

Key Responsibilities:

Service Delivery Setup & Execution:

• Design and implement end-to-end service delivery models, processes, and SLAs tailored for Master Works' IT clients
• Build operational workflows and governance models for NOC, service desk, on-site support, and remote delivery teams
• Ensure consistent and reliable service performance, quality control, and compliance with contractual obligations
  
  

Client Relationship & Account Management:

• Act as the key interface between Master Works and its managed service clients
• Develop a deep understanding of each client's operational needs and business objectives
• Lead regular client meetings, service reviews, and feedback sessions to ensure satisfaction and trust
  
  

Team Leadership & Development:

• Lead and mentor a team of service desk agents, NOC staff, field engineers, and support specialists
• Define performance metrics and career development plans for team members
• Foster a culture of ownership, agility, and accountability
  
  

SLA Management & Reporting:

• Monitor service levels and performance indicators using ITSM tools
• Produce weekly and monthly dashboards and reports for internal leadership and client stakeholders
• Proactively identify risks, bottlenecks, and areas of improvement with actionable recommendations
  
  

Continuous Improvement & Growth Enablement:

• Drive continuous improvement initiatives, including automation, knowledge management, and workflow optimization
• Collaborate with the EPMO, Pre-sales, and Technical Units to align service delivery with project-based support models
• Support the development of service catalogs, pricing models, and proposals for new managed services engagements
  
  

Requirements

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related discipline
• 7+ years of experience in IT service delivery, including 2+ years in a managerial or leadership role
• Experience in the Saudi IT market or government digital transformation projects is a plus
• ITIL Foundation certified; advanced certifications (e.g., ITIL Intermediate, PMP) are advantageous
  
  

Key Competencies:

• Deep understanding of IT infrastructure, networks, cloud, and enterprise systems
• Strong leadership and people management capabilities
• Excellent communication and stakeholder management skills
• Familiarity with ITSM tools such as ServiceNow, ManageEngine, or similar platforms
  
  

Strategic thinking with a hands-on approach in startup environments.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Consulting
• Industries IT Services and IT Consulting

Referrals increase your chances of interviewing at Master Works by 2x

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The Service Delivery Manager (SDM) at Master Works will lead the setup, development, and management of the IT Managed Services delivery model. This role is critical to building the service operations from the ground up, ensuring high-quality delivery of IT services to our clients across various sectors, including government and enterprise environments. The SDM will focus on client satisfaction, operational excellence, and sustainable service frameworks aligned with ITIL and industry best practices.

Key Responsibilities:

Service Delivery Setup & Execution:

• Design and implement end-to-end service delivery models, processes, and SLAs tailored for Master Works' IT clients.
• Build operational workflows and governance models for NOC, service desk, on-site support, and remote delivery teams.
• Ensure consistent and reliable service performance, quality control, and compliance with contractual obligations.

Client Relationship & Account Management:

• Act as the key interface between Master Works and its managed service clients.
• Develop a deep understanding of each client's operational needs and business objectives.
• Lead regular client meetings, service reviews, and feedback sessions to ensure satisfaction and trust.
• Lead and mentor a team of service desk agents, NOC staff, field engineers, and support specialists.
• Define performance metrics and career development plans for team members.
• Foster a culture of ownership, agility, and accountability.

SLA Management & Reporting:

• Monitor service levels and performance indicators using ITSM tools.
• Produce weekly and monthly dashboards and reports for internal leadership and client stakeholders.
• Proactively identify risks, bottlenecks, and areas of improvement with actionable recommendations.
• Drive continuous improvement initiatives, including automation, knowledge management, and workflow optimization.
• Collaborate with the EPMO, Pre-sales, and Technical Units to align service delivery with project-based support models.
• Support the development of service catalogs, pricing models, and proposals for new managed services engagements.

Requirements

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related discipline.
• 7+ years of experience in IT service delivery, including 2+ years in a managerial or leadership role.
• Experience in the Saudi IT market or government digital transformation projects is a plus.
• ITIL Foundation certified; advanced certifications (e.g., ITIL Intermediate, PMP) are advantageous.
• Deep understanding of IT infrastructure, networks, cloud, and enterprise systems.
• Strong leadership and people management capabilities.
• Excellent communication and stakeholder management skills.
• Familiarity with ITSM tools such as ServiceNow, ManageEngine, or similar platforms.

Strategic thinking with a hands-on approach in startup environments.

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**About NCR Atleos**
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
**About NCR Atleos**
**NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.**
**POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:**
+ Position responsible for installation, maintenance and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction
+ Responsible for ownership of customer problems or incidents until the situation has been resolved to the customers satisfaction and or in compliance with agreed upon Service Level Agreements
+ Required to perform work on products and services of low complexity, specifically financial/ATM products; Make minor repairs and replace components on Tier I equipment such as PCs, workstations and peripherals, printers, front-end POS systems, Second Line Maintenance on ATMs and kiosks, and single pocket proof encoders
+ Responsible for assisting in site preparation, including installation of cable, staging of equipment, and minor testing of equipment; May also perform required modular swaps and unit replacements
+ Customer Engineer responds to all customer concerns or problems by resolving them or by escalating them to the proper associate, team member, territory manager, or the Control Tower
+ Build working relationships with customers and develop informal communication channels with customer account at the local level; Represents NCR in a manner that reflects positively on the image and reputation of the company
+ Performs periodic preventative maintenance on assigned products; Diagnoses problems, makes minor repairs, and replaces components (at the module level); Follows appropriate security procedures when working with ATM's and or within financial institution
+ Responsible for all NCR assets that will be used in the delivery of customer services (i.e. tools, software, vehicles, documentation, and intellectual property), or as assigned by management; Maintain an appropriate parts inventory as well as parts record keeping
+ Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required; Responsible for tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation
+ Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities
+ May be dispatched daily on a call-by-call basis or may establish his/her own daily schedule on the basis of automated reports
+ May require prolonged travel, carrying and lifting tool kit/parts of varying weights (1- 50 lbs.); May require bending/squatting, walking/standing /sitting for prolonged periods; May be required to work on rotating shifts
+ Ensure staff productivity measures are achieved; Work together with Call Center Staff via PDA to recover machines; Work together with Security Escort Officer
+ Retail EPOS maintenance or install experience is required; Strong desktop hardware experience may be considered if EPOS experience is limited
**BASIC QUALIFICATIONS:**
High School Diploma or equivalent
0-1 years of related experience
Ability to work with Microsoft Office suite; Experience on Windows XP, Windows 2000 operating systems required
Experience in PC Hardware Maintenance and support
A+ Certification
ITE or Polytechnic in Electronics and Communications Engineering
Works well with minimal supervision; Good problem solving skills; Ability to pick up new skills quickly; Ability to work under pressure; Ability to meet deadlines and produce high quality work
**Excellent Interpersonal Skills/customer Relationship Skills Required**
High level of mechanical/electrical aptitude; Experience on maintaining computer hardware (Desktops, Servers, peripherals), routers, networks, switches, hubs required
High level of personal integrity; Support and promote teamwork and cooperative effort
Must have the ability to work a flexible schedule including nights, weekends, overtime, flex shifts, and on-call
**PREFERRED QUALIFICATIONS:**
Associate's Degree preferred
Previous experience in NCR or similar equipment is a plus
CCNA preferred
**Why Join NCR Atleos:**
+ NCR Atleos is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.
+ EEO Statement NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
**Statement to Third Party Agencies**
+ To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
Offers of employment are conditional upon passage of screening criteria applicable to the job.
**EEO Statement**
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
**Statement to Third Party Agencies**
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
Offers of employment are conditional upon passage of screening criteria applicable to the job.
**EEO Statement**
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
**Statement to Third Party Agencies**
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.

Service Delivery Coordinator
- Drilling & Completions Fluids

**Would you like to take ownership of delivering an exceptional service to our customers?**

**Are you passionate about building relationships and ensuring customer success?**

**Join our world class Oilfield Services Team**

Our operations team at the drilling and completion fluids mixing plant. We operate in a safe and compatible manner to satisfy and meet the needs and requirements of our customers.

**Partner with the best**

As a Service Delivery Coordinator, your position is an operation leading role that is responsible on the service planning execution and delivery but not limited to Service quality and performance progress.

The job will require interact customer representative and contractors to maintain clear and effective communication across service delivery areas of job execution. SDC will be able to follow critical planning to enhance service quality control monitor efficiencies throughout existing procedures and policies.

As a Service Delivery Coordinator, you will be responsible for:

- Contributing with measurable performance goals settings that include personal improvement and competency efficiencies focus on: Service Delivery performance improvement, support critical operational gaps, follow up. Maintain personal feedback session with SD Manager to review operation progress but not limited to service quality targets. Maintain constant communication field team, attend operation and leadership meetings.
- Engineering services change, updates, efficiencies. FE rotation planning, utilization reporting. Field Engineer cost control sheets.
- Monitoring and coordinate all job activities as outlined in MTJC across organizational boundaries, inputs, and reporting. Job Centre weekly updates
- Reporting any incident, plan change or deviation through Baker Hughes tools, discussion with the operation team. Assist to follow up NPT, Incident investigation and root cause are closed.
- Following up assigned client’s process for MOC generated in the field, follow up MOC internal process escalation to ensure is properly routed and closed. Prepare and complete business sales reports, upselling opportunities, market drivers, revenue strategy and annual budget.
- Requesting, consolidate service quality presentations from field inputs, highlights, and lowlights. Support to enhance management visibility regarding service quality with our customer, HSE inductions and meetings, facility inspections, worksite facility audits, employee discussion aligned with performance review and goals.
- Collaborating across Technical and sales team to incentive sales and potential market gain, Identify new opportunities by planning sales strategy either within current contracts or potential markets. Operational and sales controls implementation, such as monthly revenue and cost of sales. Project model implementation to track cost out efficiencies.
- Promoting and participate in weekly operational meetings to discuss, operational issues and possible solutions, sales initiatives and upselling, revenue progress, logistics, inventory, technical services requirements. Knowledge in Inventory management, forecasting and based on sales predictivity.

**Fuel your passion**

To be successful in this role you will:

- ** Hold a Bachelor’s degree in Engineering.**:

- ** Have a minimum of 4 years’ experience in Drilling Fluids Service Delivery or Drilling Fluids Project Management.**:

- ** Prior experience in oil field services company.**:

- ** Have Drilling Fluid technical & operational lifecycle deployment expertise, planning, execution, and reporting.**:

- ** Have ability to predict, follow sales plans according to, service quality planning, conformity.**:

- ** Show consistently self-analytical behavior to understand complex business, technical and operational requirements.**:

- ** Have excellent written and oral communication.**:
**Work in a way that works for you**

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:
**Working with us**

Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.

**Working for you**

Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input. Join us, and you can expect:

- Contemporary work-life balance policies and wellbeing activities
- Comprehensive private medical care options
- Safety net of life insurance a

Information Technology Service Delivery Manager

Position: IT Shared services Transition Consultant.

Duration: 12+ months (Long-term extensions)

Responsibilities

• Organizational Design & People Transition: Design target operating model, map current vs. future roles, assess people impact, and manage workforce redeployment or reskilling plans.
• Shared Services Strategy: Develop and implement shared services models (centralized, federated), define service catalog, SLAs, governance, and operating frameworks.
• Project & Transition Management: Plan and lead service transition initiatives, including timelines, milestones, risk mitigation, and cross-functional coordination.
• Change Management & Communication: Lead organizational change activities, manage stakeholder engagement, and implement structured communication and training plans.
• Business Process Optimization: Analyze, map, and improve service delivery processes using methodologies such as Lean Six Sigma.
• Digital Tools & Platforms: Utilize tools like ServiceNow, SAP, Power BI, and Excel to track transitions, visualize data, and manage workflows effectively.
• Stakeholder Engagement: Manage expectations and alignment across business units, HR, legal, IT, and executive leadership.

Qualifications

• 10 years of experience in shared services and transformation programs.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting

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Overview

• Position: IT Shared services Transition Consultant.
• Location: Dammam, Saudi (Onsite)
• Duration: 12+ months (Long-term extensions)

Responsibilities

• Organizational Design & People Transition: Design target operating model, map current vs. future roles, assess people impact, and manage workforce redeployment or reskilling plans.
• Shared Services Strategy: Develop and implement shared services models (centralized, federated), define service catalog, SLAs, governance, and operating frameworks.
• Project & Transition Management: Plan and lead service transition initiatives, including timelines, milestones, risk mitigation, and cross-functional coordination.
• Change Management & Communication: Lead organizational change activities, manage stakeholder engagement, and implement structured communication and training plans.
• Business Process Optimization: Analyze, map, and improve service delivery processes using methodologies such as Lean Six Sigma.
• Digital Tools & Platforms: Utilize tools like ServiceNow, SAP, Power BI, and Excel to track transitions, visualize data, and manage workflows effectively.
• Stakeholder Engagement: Manage expectations and alignment across business units, HR, legal, IT, and executive leadership.

Qualifications

• Certifications & Qualifications: 10 years of experience in shared services and transformation programs.

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Service Delivery Manager - Associate Manager page is loadedService Delivery Manager - Associate Manager Apply locations SAU - RIYADH time type Full time posted on Posted 11 Days Ago job requisition id

Job Description:

Role

Accountable for the overall Financial, operational and account satisfaction for the specify delivery locations

§ Financial (expense, recovery, residues)

§ Customer Satisfaction

§ Internal delivery process standard

§ Growth forecast and engagement of delivery resources

Essential Job Functions:

§ Single point of contact for the Account Service Team (ADM, Global ADM, Client manager, Service delivery Executive) ensuring TCE (total customer experience) for the account

- Ensures cross tower / cross- service line cooperation and coordinates activities between teams

- Integrates the operation departments and streamline the processes between tower (delivery organization and location), other teams and customer

- Communicates with and drives operation teams to meet Customer expectations and execute on agreed improvement plans

§ Ensures that services are delivered according to the Service description (SLO – service level objectives), using utility Services Standards and ITSM/ITIL methodology

§ Support change management activities, accountable for large change projects

- Identifies (together with DLs) technical resources to complete project and change management activities

§ Resource capacity planning

§ Reviews, assesses, adapts and re-implements processes to support planning, distribution maximization (to lower level) in order to decrease the workload put on people and increase the customer satisfaction

§ Participates in the sizing and planning for “Work Migration” of Account team

§ Participates on Operation Meetings (conf calls) with customer on request and hosts reviews at key Delivery Centers, as necessary.

§ Participates on Account Steering Committee meetings, drives open transformation actions to improve delivery environment.

§ Communicates and works closely with ADM

§ Performs regular billing and time tracking check/assessment in order to maintain correct invoicing/reporting

Basic Qualifications:

§ Bachelor's degree in a relevant field or equivalent combination of education and experience

§ Typically, 6+ years of relevant work experience in industry, with a minimum of 2+ years in a similar role

§ Minimum of 3 years’ experience in the Outsourcing Services Business

§ Technical knowledge/background in systems administration,

§ Good familiarity in the area Infrastructure Operations/ Service Desk Area with past cross-functional exposure

§ Good communication, networking and negotiation skills.

§ Excellent English communication skill (both - oral and written)

§ Strong customer and service orientation

§ Good communication, networking and negotiation skills.

Other Qualifications:

§ An advanced degree in a relevant field is a plus

§ Relevant certifications, such as CompTIA A+, Microsoft Certified: Azure Fundamentals, or Certified Cloud Practitioner, are a plus

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf.More information on employment scams is available here .

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Overview

Join to apply for the KSA Tech Service Delivery Lead (SDL) role at PwC Middle East Enterprise Solutions

Join to apply for the KSA Tech Service Delivery Lead (SDL) role at PwC Middle East Enterprise Solutions

Description

Established in the region for 40 years, PwC has around 12,000 people in 12 countries across the region: Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, the Palestinian territories, Qatar, Saudi Arabia and the United Arab Emirates.

Our regional team operates across the Middle East bringing international experience delivered within the context of the region and its culture. We can bring the collective knowledge and experience of more than 370,000 people across the entire global PwC network in advisory, assurance and tax to help you find the value you are looking for.

Line of Service: Internal Firm Services

Industry/Sector: Not Applicable

Specialism: Managed Services

Management Level: Senior Manager

PwC Overview

Job Description & Summary: At PwC, we measure success by our ability to create the value that our clients and our people are looking for. Our reputation lies in building lasting relationships with our clients and a focus on delivering value in all we do. We’re a network of firms in 152 countries with more than 328,000 people who are committed to delivering world-class capabilities and quality in assurance, tax and advisory services.

PwC Middle East Overview: Established in the region for over 40 years, PwC Middle East employs over 10,000 people across 12 countries: Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, Qatar, Saudi Arabia, Palestine and the United Arab Emirates. Complementing our depth of industry expertise and breadth of skills is our sound knowledge of local business environments across the Middle East region. Our tailored solutions help our clients meet the challenges and opportunities of doing business in the Middle East market, and beyond.

Corporate Culture & Working Environment: Our culture is one of inclusivity and care, where we respect each other and our differences. It’s one that supports collaboration, teamwork and innovation and one that embraces difference. We support everyone having a voice and feeling empowered to challenge the status quo, bringing new ideas to the table. As PwC staff, you will have the chance to collaborate across level, line of services, and global network. Not only in terms of work, get involved too in firm-wide events.

Line Of Service And Overview: Managed Services is the delivery and execution business within PwC, providing operational solutions for clients. It brings the best of PwC’s advisory capabilities, our technology expertise and our operational delivery to help clients solve complex problems.

Roles And Responsibilities

• Own end-to-end service delivery for assigned clients or programs, ensuring performance meets contractual obligations and SLA/KPI targets.
• Lead service integration across multiple technology towers (e.g., cloud, cyber, AES, ITSM, Data Analytics).
• Ensure high standards of delivery through structured governance, proactive issue resolution, and stakeholder engagement.

• Serve as the primary delivery contact for client executives and service stakeholders.
• Conduct regular service reviews and executive updates to communicate performance, risk mitigation, and strategic opportunities.
• Drive client satisfaction and identify areas for value creation and service expansion.

• Implement and maintain robust governance frameworks, delivery playbooks, and escalation paths.
• Manage delivery performance dashboards, quality trackers, and resource health reports.
• Coordinate with PMO and workstream leads to ensure visibility on progress, risks, and dependencies.

• Drive continuous improvement initiatives across delivery practices and service operations.
• Support audits, compliance checks, and adherence to internal and client-specific standards (e.g., ISO, ITIL, cloud governance).
• Monitor service health and coordinate root cause analysis and corrective actions.

• Lead and mentor delivery teams across multiple geographies.
• Work with Workforce Management and Resourcing to ensure capacity, competency, and onboarding of delivery resources.
• Champion a high-performance culture and support talent development.

Required Skills & Experience

• Proven experience managing large-scale or multi-tower service engagements in consulting, IT services, or digital transformation.
• Strong knowledge of ITIL, Agile delivery models, and hybrid delivery environments.
• Demonstrated ability to manage client relationships, service quality, and delivery governance.
• Experience working with cross-regional teams is highly preferred.
• PMP, ITIL, SAFe, or similar certifications are a plus.

Expected Competencies

• Leadership
• Strategic mindset
• Stakeholder management
• Ability to influence
• Communicate with impact
• Project management
• Results driven
• Drive organizational excellence

Required Language Skills

Proficient in written and spoken English. Arabic is a plus

Minimum Education And Specific Qualification

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field (Master’s preferred).
• Relevant professional certifications (ITIL, PMP, SAFe, etc.).

Minimum Years Experience Required

• 10+ years in technology service delivery or managed services, with at least 3 years in a leadership role.

Travel

Up to 20%

Available for Work Visa Sponsorship?

No

Government Clearance Required?

Yes

Referrals increase your chances of interviewing at PwC Middle East Enterprise Solutions by 2x

Riyadh, Riyadh, Saudi Arabia 46 minutes ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

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