101 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

• 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

• 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

• 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

Reference number: SDM/SA/

Locations:

Dammam

Join a fast-growing, international telecom team where innovation meets excellence As a Service Delivery Manager, you will play a key role in ensuring exceptional client satisfaction and service quality. If you're passionate about technology, organization, and leadership, this position offers the opportunity to make a real impact within a dynamic multicultural environment.

Candidate Profile

• Higher education degree, preferably in IT, business, marketing, or a related field
• Minimum 3 years of experience as a Project Manager or Service Delivery Manager in the telecom industry
• Fluent English and Arabic required
• Experience with JIRA, and Atlassian Confluence
• Strong communication, analytical, and problem-solving abilities
• Ability to work independently and collaboratively with cross-functional teams

Your Responsibilities

• Oversee and manage large-scale client support services independently
• Ensure all defined KPIs and SLA commitments are consistently met
• Provide expert-level client support and consultancy
• Plan and coordinate the work of support teams, including task distribution and performance tracking
• Maintain and update client-specific process documentation
• Maintain regular communication with clients regarding service performance, issues, and planned improvements
• Monitor and report on service status, ensuring progress, quality, and resource efficiency
• Manage risk, change, quality, and cost related to client services
• Oversee timely invoicing and ensure service scope aligns with contractual agreements
• Design, negotiate, and document Service Level Agreements (SLAs)
• Participate in business meetings with external clients
• Handle service tickets in line with established technical documentation and instructions
• Conduct reviews, analyses, and process optimizations to improve project outcomes

For You

• Competitive salary
• Opportunity to work in an international environment with a multicultural and collaborative team
• Involvement in innovative telecom and IT projects shaping the digital future
• A dynamic, growth-oriented organization that values initiative and expertise
• Opportunities for advancement within a global structure

Join a fast-growing, international telecom team where innovation meets excellence As a Service Delivery Manager, you will play a key role in ensuring exceptional client satisfaction and service quality. If you're passionate about technology, organization, and leadership, this position offers the opportunity to make a real impact within a dynamic multicultural environment.

Candidate Profile

• Higher education degree, preferably in IT, business, marketing, or a related field
• Minimum 3 years of experience as a Project Manager or Service Delivery Manager in the telecom industry
• Fluent English and Arabic required
• Experience with JIRA, and Atlassian Confluence
• Strong communication, analytical, and problem-solving abilities
• Ability to work independently and collaboratively with cross-functional teams

Your Responsibilities

• Oversee and manage large-scale client support services independently
• Ensure all defined KPIs and SLA commitments are consistently met
• Provide expert-level client support and consultancy
• Plan and coordinate the work of support teams, including task distribution and performance tracking
• Maintain and update client-specific process documentation
• Maintain regular communication with clients regarding service performance, issues, and planned improvements
• Monitor and report on service status, ensuring progress, quality, and resource efficiency
• Manage risk, change, quality, and cost related to client services
• Oversee timely invoicing and ensure service scope aligns with contractual agreements
• Design, negotiate, and document Service Level Agreements (SLAs)
• Participate in business meetings with external clients
• Handle service tickets in line with established technical documentation and instructions
• Conduct reviews, analyses, and process optimizations to improve project outcomes

For You

• Competitive salary
• Opportunity to work in an international environment with a multicultural and collaborative team
• Involvement in innovative telecom and IT projects shaping the digital future
• A dynamic, growth-oriented organization that values initiative and expertise
• Opportunities for advancement within a global structure

Job Summary:

We are seeking a proactive and detail-oriented
Service Delivery Coordinator
to join our HR team. You will oversee daily HR operations, ensure compliance with employment requirements, support onboarding, maintain accurate records, and act as a primary point of contact for employees.

Key Responsibilities:

• Manage HR administration, including personnel records, document renewals, and HR system updates.
• Handle employee absences, prepare employment letters, and administer health insurance policies.
• Coordinate onboarding logistics, assets, and HR inductions for new hires.
• Maintain HR trackers, generate reports, and support payroll coordination.
• Support HR projects, engagement initiatives, and employee relations, including feedback and grievances.

Qualifications:

• Diploma or Degree in Human Resources, Business Administration, or related field.
• 3–5 years of HR experience in Saudi Arabia.

Skills & Competencies:

• Proficient in Microsoft Office Suite.
• Strong organizational, communication, and attention-to-detail skills in English and Arabic.
• Ability to handle confidential information with discretion.

Personality Attributes:

• Diligent, responsible, and quality-focused.
• Proactive team player.

Why Join Us?

At Halian, we foster a
supportive culture
where every team member is valued. We offer
career growth opportunities
,
duvet and mental health days, birthdays off
, and
yearly incentives
to reward your achievements. Join us and be part of a team that truly cares about your success and well-being.

*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 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.

The Services Delivery Coordinator is a critical role responsible for coordinating and optimizing service delivery processes within the Mobility department. This role involves managing logistical operations, overseeing the deployment of services, and ensuring consistent and high-quality service delivery to meet client and organizational expectations

Job Requirement

• Coordinate and manage the daily operations related to service delivery within the mobility department, ensuring efficient and effective execution.
• Work closely with service delivery managers to ensure that services are delivered on time and to the expected standards.
• Develop and implement processes and procedures to improve service delivery efficiency and effectiveness.
• Monitor service delivery performance metrics and implement improvements based on data-driven insights.
• Coordinate between various internal and external stakeholders to facilitate smooth operations, including land operations, airport authorities, security personnel, and support staff.
• Ensure compliance with legal requirements, company policies, and service standards.
• Handle logistical aspects, including scheduling, routing, and resource allocation to optimize service delivery.
• Report and escalate operational issues and challenges to senior management for timely resolution.
• Maintain accurate and up-to-date records of service delivery operations, including vehicle availability, guest movements, and incident reports.
• Conduct quality checks and audits on service delivery to ensure alignment with best practices and service standards

Skills

• Strong organizational and planning skills to manage multiple priorities in a dynamic environment.
• Excellent communication and interpersonal skills to engage effectively with all levels of staff and external partners.
• Proficiency in Microsoft Office and service management software.
• Strong problem-solving skills with the ability to foresee potential challenges and develop proactive solutions.
• High energy and passion for delivering exceptional service experiences.
• Ability to work independently in a highly collaborative environment.

The Services Delivery Coordinator plays a vital role in maintaining the efficiency and quality of mobility services. This position demands flexibility and adaptability to meet the evolving needs of the organization and its clients, ensuring that all service delivery aspects are managed with precision and care.

Qualification and Experience

• Bachelor s degree in business administration, operations management, or related field.
• At least 3 years of experience in service delivery or operations management, preferably within the mobility or transportation sector.

Job Purpose

The Services Delivery Coordinator is a critical role responsible for coordinating and optimizing service delivery processes within the Mobility department. This role involves managing logistical operations, overseeing the deployment of services, and ensuring consistent and high-quality service delivery to meet client and organizational expectations

Job Requirement

• Coordinate and manage the daily operations related to service delivery within the mobility department, ensuring efficient and effective execution.
• Work closely with service delivery managers to ensure that services are delivered on time and to the expected standards.
• Develop and implement processes and procedures to improve service delivery efficiency and effectiveness.
• Monitor service delivery performance metrics and implement improvements based on data-driven insights.
• Coordinate between various internal and external stakeholders to facilitate smooth operations, including land operations, airport authorities, security personnel, and support staff.
• Ensure compliance with legal requirements, company policies, and service standards.
• Handle logistical aspects, including scheduling, routing, and resource allocation to optimize service delivery.
• Report and escalate operational issues and challenges to senior management for timely resolution.
• Maintain accurate and up-to-date records of service delivery operations, including vehicle availability, guest movements, and incident reports.
• Conduct quality checks and audits on service delivery to ensure alignment with best practices and service standards

Recruitment and Criteria

Qualification and Experience

• Bachelor's degree in business administration, operations management, or related field.
• At least 3 years of experience in service delivery or operations management, preferably within the mobility or transportation sector.

Skills

• Strong organizational and planning skills to manage multiple priorities in a dynamic environment.
• Excellent communication and interpersonal skills to engage effectively with all levels of staff and external partners.
• Proficiency in Microsoft Office and service management software.
• Strong problem-solving skills with the ability to foresee potential challenges and develop proactive solutions.
• High energy and passion for delivering exceptional service experiences.
• Ability to work independently in a highly collaborative environment.

Job Context

The Services Delivery Coordinator plays a vital role in maintaining the efficiency and quality of mobility services. This position demands flexibility and adaptability to meet the evolving needs of the organization and its clients, ensuring that all service delivery aspects are managed with precision and care.

#Weareaverda

About Us

Averda is the leading waste management and recycling company in the emerging world, operating in India and across the Middle East and Africa. The company provides a broad and specialized range of services to over 60,000 clients - large and small - across private and public sectors. These include the municipal authorities of major cities and household names in a wide range of sectors including oil & gas, automotive, retail and hospitality.

Founded in 1964 and headquartered in Dubai, Averda increasingly focuses on providing sustainable solutions which extract value from waste, reducing use of the planet's limited natural resources and driving the circular economy. The company's portfolio of services range from collecting bins and cleaning city streets to sorting, composting, recycling and disposing of household waste as well as safely managing highly-regulated hazardous waste streams including medical waste and dangerous chemicals. Recent investments have further developed the company's waste treatment capabilities, with the goal of providing circular recovery options in all markets.

The company currently employs over 9,000 people worldwide, helping to provide secure employment amongst the communities it serves. Protection of environmental and human health is the company's highest priority, and it operates in full compliance with international standards for quality control wherever it operates, currently: UAE, Saudi Arabia, Oman, Qatar, Morocco, South Africa, and India.

Our Mission

To treat, recover and recycle more than 80% of the waste that flows through our fleet and facilities using innovative sustainable solutions that satisfy our customers' needs.

For over 30 years, we've taken pride in keeping cities, communities, and the environment clean and sanitary. But today we go far beyond just cleaning. We provide a full end-to-end service for our clients across developing and emerging economies who, like us, care about what happens to their waste. Together, we find solutions which recover or unlock the value in materials others call 'waste'. We use the latest technology and our best creative minds to solve environmental problems and ensure we leave a cleaner and more sustainable world for our children.

Our Values

Deliver. Care. Inspire

Our values remain the same as the day we were founded - deliver, care and inspire. We deliver for our clients. We care for our planet and our people. We inspire others through our actions.

Our Vision

Our world without waste.

We share a vision of a world where materials are not merely discarded, but are reused, recycled, and recovered. A world without waste.

Role Summary

Based in Kaust, Jeddah, this role is responsible for driving overall customer experience, overseeing daily resource dispatch, and developing route optimization plans to ensure efficient service delivery.

Qualifications

• Minimum of a Diploma, preferably in Business Administration or Engineering.

Experience

• Minimum of 3 years of work experience in related field.
• Experience in a business-to-business (B2B) and business-to-customer service (B2C)

Knowledge

• The ability to be part of a high performing, coordinated, smooth running and overachieving operations support team
• Excellent English speaking, reading and writing skills. Urdu/Arabic/French is advantageous
• Strong analytical skills
• Knowledge of customer services principles and practices
• Ability to analyze trends, consolidate root cause reports and advise on optimum solutions.
• Ability to analyze information and provide value added statistics to the operations team

Technical Competency

• MS Applications (Word, PowerPoint and Excel)
• Delivery Management System
• RAMCO
• SAP SuccessFactors
• CRM

If you think you have what it takes to make the world a cleaner place, if you can see value where others see waste and if you aren't afraid of a challenge, why not start your journey with us today.

Averda welcomes candidates from all backgrounds, actively promotes diversity in the workforce, and is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives.

ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED*

Role - Senior Service Delivery Manager

This role will report to the Account Director and be responsible for effectively managing support services for a large enterprise account. This position will act as a single point of contact to the customer and team, and working at the customer office, will provide a consistently high level of service delivery on all customer projects and initiatives from a delivery management angle.

Qualifications

• Graduate in Engineering, Sciences, or Business
• Postgraduate in Management preferred
• ITIL Certification strongly preferred

Work experience

• Experience of 12 years or above in IT consulting or services
• Minimum experience of 5 years in a service delivery management role
• Must have managed SAP projects or service delivery Success in this role is measured by such things as:
• Service Delivery Benchmarks (SLAs, Process Improvements, Client Escalations)
• Stakeholder Management and Relationship (Customer Feedback)
• Team Happiness Index (360degree feedback)
• CSAT Score

People

• Manage team proactively, guiding team members on processes and business
• Onsite team management
• Manage remote teams and offshore team
• Define shift roaster and manage team in different shifts including 24X7
• Become single point of contact for the team members
• Become communication bridge between team and customer
• Review staffing requirements with RMG and make proactive hiring decisions, considering visa timelines
• Represent Invenio with customer, vendors and other project team members
• Display time management skills
• Manage team turn-over, minimize regretted attrition, minimize transition impact

Delivery

• Manage Incident Resolution
• Drive steering committee meetings at regular intervals
• Drive fast decision making or escalate to appropriate levels for a proper action
• Measure SLAs, Process improvements and review with customers/stakeholders
• Manage SLA Adherence
• Submit weekly, monthly reports to all stakeholders
• Measure and report commercials and manage gross margin
• Engage in tickets identification by processes, solution design, prioritize and resolve
• Participate in meetings, distribute minutes and develop agenda for onsite and offshore teams
• Manage, identify risks / issues, communicate in advance any infrastructure related issues
• Initiate Customer Satisfaction survey as defined by the company
• Bring efficiency in the processes and demonstrate the value to the customer
• Awareness of business priorities and customer satisfaction levels; Intervening and escalating as appropriate
• Daily meetings with customer team. Coordinating with weekly account level meetings
• Escalation of potential service delays or issues to Customer
• Ensure adequate knowledge transition of current work activities.
• Identify and own requirements for change orders
• Resolve customer escalations within the defined escalation matrix
• Advise on the design, configuration changes for continuous improvement

Processes

• Define and enhance internal processes in the areas of incident management
• Apply ITIL Process and lead the team in process compliance
• Adherence to internal compliances and external compliances
• Support internal and external process audits
• Create quality awareness in the team and drive towards quality resolution of incidents