95 Customer Service Management jobs in Saudi Arabia

Bachelor of Business Administration(Management)

Nationality

Any Nationality

Vacancy

1 Vacancy

Job Description

1. Oversee service delivery for both BPO and in-house customer service teams
2. Manage client relationships and ensure service level agreements are met
3. Monitor and improve performance metrics across all customer service channels
4. Coordinate service delivery efforts between different teams and departments
5. Implement and optimize customer service processes and technologies
6. Manage budgets for service delivery and allocate resources effectively
7. Provide leadership and mentorship to team managers and supervisors
8. Analyze customer interaction data to identify trends and areas for improvement
9. Ensure compliance with quality standards and regulatory requirements
10. Develop and implement strategies to enhance customer satisfaction and loyalty
11. Manage vendor relationships with BPO partners

1. Bachelor's degree in Business Administration, Customer Service Management, or related field
2. 5+ years of experience in customer service management, preferably in a multi-channel environment
3. Proven track record of managing both in-house and outsourced customer service teams
4. Strong understanding of customer service technologies and best practices as per COPC
5. Excellent leadership and communication skills
6. Experience with performance management and data analysis, with the ability to report & interpret data trends
7. Knowledge of service level agreements and key performance indicators
8. Ability to work in a fast-paced, dynamic environment
9. Proficiency in customer service software and CRM systems
10 Strong problem-solving and decision-making skills
11. Experience in budget management and resource allocation
12. Familiarity with omnichannel customer service delivery
13. Flexible to travel as per business needs

Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at

Obrela Security Industries delivers cutting-edge Managed Detection & Response (MDR) services that help organizations manage cyber risk and protect critical assets in real time. With a strong footprint across Europe, we operate at the forefront of cyber security operations, providing threat management, incident response, and proactive defense to high-profile clients across diverse industries.

Position Overview:
We are seeking a Service Delivery Manager (SDM) to join our growing team in Saudi Arabia. This position plays a critical role in ensuring the seamless delivery of our Managed Cyber Security services, in line with our service delivery framework and customer expectations. The SDM will be responsible for the onboarding and ongoing management of multiple client engagements, acting as the primary liaison between Obrela and its customers.

Key Responsibilities:

• Manage end-to-end delivery of Managed Security Services across multiple customer engagements.
• Lead project onboarding and transition into Business-as-Usual (BAU) service phases.
• Develop and maintain project plans to ensure timely and high-quality delivery of MDR services.
• Act as the central point of contact for delivery-related matters, coordinating with internal teams to resolve issues efficiently.
• Understand client IT and security environments to proactively address challenges and risks.
• Handle customer escalations and represent client interests within Obrela.
• Collaborate regularly with Security Operations Center (SOC) management for feedback and service improvement.
• Provide insights and recommendations to product and engineering teams to enhance service quality.
• Partner with the Customer Success team to align service delivery with client expectations.

Required Qualifications & Experience:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 3–5 years of experience in a similar Service Delivery or Cybersecurity role.
• Solid understanding of project management principles and frameworks.
• Demonstrated experience with SIEM technologies; familiarity with Microsoft Azure Security is highly desirable.
• Strong understanding of cybersecurity concepts, trends, and threats.
• Proven ability to manage remote teams and build strong professional relationships.
• Fluency in Arabic and excellent English (written and spoken) are mandatory.
• Must have: Experience working with Saudi Customers across different sectors

Preferred Certifications (a plus, not required):

• Cybersecurity certifications: CISSP, GCIH, GCIA, CEH, etc.
• Vendor-specific certifications: SIEM (e.g., Microsoft Sentinel, Splunk, Qradar, etc.)

What We Offer:

• Competitive compensation and benefits package
• Professional growth in a rapidly evolving industry
• Opportunities for travel and international collaboration
• Inclusive, team-oriented culture with a commitment to innovation and excellence

Obrela Security Industries delivers cutting-edge Managed Detection & Response (MDR) services that help organizations manage cyber risk and protect critical assets in real time. With a strong footprint across Europe, we operate at the forefront of cyber security operations, providing threat management, incident response, and proactive defense to high-profile clients across diverse industries.

Position Overview:
We are seeking a Service Delivery Manager (SDM) to join our growing team in Saudi Arabia. This position plays a critical role in ensuring the seamless delivery of our Managed Cyber Security services, in line with our service delivery framework and customer expectations. The SDM will be responsible for the onboarding and ongoing management of multiple client engagements, acting as the primary liaison between Obrela and its customers.

Key Responsibilities:

• Manage end-to-end delivery of Managed Security Services across multiple customer engagements.
• Lead project onboarding and transition into Business-as-Usual (BAU) service phases.
• Develop and maintain project plans to ensure timely and high-quality delivery of MDR services.
• Act as the central point of contact for delivery-related matters, coordinating with internal teams to resolve issues efficiently.
• Understand client IT and security environments to proactively address challenges and risks.
• Handle customer escalations and represent client interests within Obrela.
• Collaborate regularly with Security Operations Center (SOC) management for feedback and service improvement.
• Provide insights and recommendations to product and engineering teams to enhance service quality.
• Partner with the Customer Success team to align service delivery with client expectations.

Required Qualifications & Experience:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 3–5 years of experience in a similar Service Delivery or Cybersecurity role.
• Solid understanding of project management principles and frameworks.
• Demonstrated experience with SIEM technologies; familiarity with Microsoft Azure Security is highly desirable.
• Strong understanding of cybersecurity concepts, trends, and threats.
• Proven ability to manage remote teams and build strong professional relationships.
• Fluency in Arabic and excellent English (written and spoken) are mandatory.
• Must have: Experience working with Saudi Customers across different sectors

Preferred Certifications (a plus, not required):

• Cybersecurity certifications: CISSP, GCIH, GCIA, CEH, etc.
• Vendor-specific certifications: SIEM (e.g., Microsoft Sentinel, Splunk, Qradar, etc.)

What We Offer:

• Competitive compensation and benefits package
• Professional growth in a rapidly evolving industry
• Opportunities for travel and international collaboration
• Inclusive, team-oriented culture with a commitment to innovation and excellence

Obrela Security Industries delivers cutting-edge Managed Detection & Response (MDR) services that help organizations manage cyber risk and protect critical assets in real time. With a strong footprint across Europe, we operate at the forefront of cyber security operations, providing threat management, incident response, and proactive defense to high-profile clients across diverse industries.

Position Overview:

We are seeking a Service Delivery Manager (SDM) to join our growing team in Saudi Arabia. This position plays a critical role in ensuring the seamless delivery of our Managed Cyber Security services, in line with our service delivery framework and customer expectations. The SDM will be responsible for the onboarding and ongoing management of multiple client engagements, acting as the primary liaison between Obrela and its customers.

Key Responsibilities:

• Manage end-to-end delivery of Managed Security Services across multiple customer engagements
• Lead project onboarding and transition into Business-as-Usual (BAU) service phases
• Develop and maintain project plans to ensure timely and high-quality delivery of MDR services
• Act as the central point of contact for delivery-related matters, coordinating with internal teams to resolve issues efficiently
• Understand client IT and security environments to proactively address challenges and risks
• Handle customer escalations and represent client interests within Obrela
• Collaborate regularly with Security Operations Center (SOC) management for feedback and service improvement
• Provide insights and recommendations to product and engineering teams to enhance service quality
• Partner with the Customer Success team to align service delivery with client expectations
  
  

• Bachelor's degree in computer science, Information Technology, or a related field
• 3-5 years of experience in a similar Service Delivery or Cybersecurity role
• Solid understanding of project management principles and frameworks
• Demonstrated experience with SIEM technologies; familiarity with Microsoft Azure Security is highly desirable
• Strong understanding of cybersecurity concepts, trends, and threats
• Proven ability to manage remote teams and build strong professional relationships
• Fluency in Arabic and excellent English (written and spoken) are mandatory
• Must have: Experience working with Saudi Customers across different sectors
  
  

• Cybersecurity certifications: CISSP, GCIH, GCIA, CEH, etc
• Vendor-specific certifications: SIEM (e.g., Microsoft Sentinel, Splunk, Qradar, etc.)
  
  

• Competitive compensation and benefits package
• Professional growth in a rapidly evolving industry
• Opportunities for travel and international collaboration
• Inclusive, team-oriented culture with a commitment to innovation and excellence

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Information Technology
• Industries IT Services and IT Consulting

Referrals increase your chances of interviewing at Obrela by 2x

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

Obrela Security Industries delivers cutting-edge Managed Detection & Response (MDR) services that help organizations manage cyber risk and protect critical assets in real time. With a strong footprint across Europe, we operate at the forefront of cyber security operations, providing threat management, incident response, and proactive defense to high-profile clients across diverse industries.

Position Overview:
We are seeking a Service Delivery Manager (SDM) to join our growing team in Saudi Arabia. This position plays a critical role in ensuring the seamless delivery of our Managed Cyber Security services, in line with our service delivery framework and customer expectations. The SDM will be responsible for the onboarding and ongoing management of multiple client engagements, acting as the primary liaison between Obrela and its customers.

Key Responsibilities:

• Manage end-to-end delivery of Managed Security Services across multiple customer engagements.
• Lead project onboarding and transition into Business-as-Usual (BAU) service phases.
• Develop and maintain project plans to ensure timely and high-quality delivery of MDR services.
• Act as the central point of contact for delivery-related matters, coordinating with internal teams to resolve issues efficiently.
• Understand client IT and security environments to proactively address challenges and risks.
• Handle customer escalations and represent client interests within Obrela.
• Collaborate regularly with Security Operations Center (SOC) management for feedback and service improvement.
• Provide insights and recommendations to product and engineering teams to enhance service quality.
• Partner with the Customer Success team to align service delivery with client expectations.

Required Qualifications & Experience:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 3–5 years of experience in a similar Service Delivery or Cybersecurity role.
• Solid understanding of project management principles and frameworks.
• Demonstrated experience with SIEM technologies; familiarity with Microsoft Azure Security is highly desirable.
• Strong understanding of cybersecurity concepts, trends, and threats.
• Proven ability to manage remote teams and build strong professional relationships.
• Fluency in Arabic and excellent English (written and spoken) are mandatory.
• Must have: Experience working with Saudi Customers across different sectors

Preferred Certifications (a plus, not required):

• Cybersecurity certifications: CISSP, GCIH, GCIA, CEH, etc.
• Vendor-specific certifications: SIEM (e.g., Microsoft Sentinel, Splunk, Qradar, etc.)

What We Offer:

• Competitive compensation and benefits package
• Professional growth in a rapidly evolving industry
• Opportunities for travel and international collaboration
• Inclusive, team-oriented culture with a commitment to innovation and excellence

The IT Service Delivery Manager (ITSDM) is responsible for ensuring the efficient and effective delivery of IT services to meet business needs within a multi-cloud environment. This role oversees service management processes, ensures high customer satisfaction, and aligns IT service delivery with organizational goals. The ITSDM works closely with internal teams, vendors, and stakeholders to drive service excellence, optimize performance, and improve IT operations across on-premises, Oracle Cloud Infrastructure (OCI), and Google Cloud Platform (GCP).

Role and Responsibilities

• Service Delivery & IT Operations Management:
  • Oversee the end-to-end delivery of IT services, ensuring SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are met across on-prem, OCI, and GCP environments.
  • Manage IT support teams (Service Desk, Infrastructure, Applications, etc.) to deliver high-quality technical support and services.
  • Develop, implement, and maintain ITIL-based service management processes (Incident, Problem, Change, and Release Management).
  • Monitor IT service performance and implement continuous improvement initiatives.
  • Ensure seamless integration and service orchestration between on-prem, OCI, and GCP.
• Stakeholder Management:
  • Act as the primary point of contact for business units regarding IT services and escalations.
  • Work closely with internal and external teams to ensure seamless service integration.
  • Manage vendor relationships for cloud service providers (OCI, GCP) and third-party MSPs.
• IT Service Continuity & Security Compliance:
  • Ensure compliance with IT security policies, data protection regulations, and industry best practices.
  • Conduct risk assessments and proactively mitigate IT service risks.
  • Implement and enforce security best practices for OCI and GCP environments.
• Strategic Planning & Process Improvement:
  • Identify opportunities for automation, process optimization, and cost reduction within IT operations.
  • Align IT services with business objectives by working closely with leadership and IT teams.
  • Lead IT projects related to service delivery enhancements and digital transformation.
  • Develop and implement cloud governance models for OCI and GCP.
• Performance Monitoring & Reporting:
  • Track and report on IT service performance metrics, incident trends, and root cause analyses.
  • Provide regular reports and insights to senior management on IT service performance.
  • Ensure end-user satisfaction by conducting surveys and feedback assessments.
  • Utilize cloud-native monitoring tools (OCI Logging, Google Cloud Operations Suite) for proactive incident management.
• Leadership & Team Management:
  • Lead, mentor, and develop IT service teams to enhance technical and customer service skills.
  • Drive a culture of service excellence and continuous improvement within the IT department.
  • Conduct training programs to enhance IT service management knowledge across teams.

.

Qualifications and Education Requirements

• Bachelor’s degree in IT, Computer Science, or related field (Master’s preferred).
• 15+ years of experience in IT Service Management, IT Operations, or a similar role.
• Expertise in multi-cloud environments, particularly OCI and GCP.
• Strong understanding of ITIL frameworks, ITSM tools (e.g., ServiceNow, BMC Remedy), and IT governance best practices.
• Experience in managing IT support teams and vendors in a multi-cloud or hybrid IT environment.
• Strong understanding of OCI IAM, GCP IAM, networking, security policies, and cloud automation.
• Excellent problem-solving, analytical, and decision-making skills.
• Strong leadership, communication, and stakeholder management abilities.
• Experience with incident management, change management, and IT project management.
• Certifications in OCI and GCP (e.g., OCI Architect Professional, Google Professional Cloud Architect) are highly desirable.

Preferred Qualifications:

• Knowledge of cybersecurity, compliance frameworks, and disaster recovery planning.

Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia, founded in 1993.

As a fully Saudi-owned company, we have established ourselves from a startup business to a market leader, offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.

Our expertise spans across various domains, including Microsoft, AWS, ManageEngine, and Zoho Solutions, ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.

With over 30 years of experience, Alnafitha IT has successfully completed more than 4,000 projects, serving over 3,000 satisfied customers, and collaborating with 65+ partners.

Our commitment to excellence is evident in our customer-centric approach, which emphasizes engagement, collaboration, and a relentless pursuit of quality in every interaction.

Our vision is to be the Kingdom's most customer-centric provider for digital transformation and consultation, fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability.

At Alnafitha IT, we believe in empowering our employees and nurturing their growth, which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape, we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients' expectations.

We are currently searching for an enthusiastic and innovative Project Manager to work on our Project Management Office (PMO), supporting and implementing Alnafitha’s solutions portfolio.

We’re a team of technology-driven individuals with a curiosity for how things work and a passion for designing and building reliable, scalable, and efficient implementations. This position requires high cooperation with teams from project management, sales, and business development. We’re always striving to learn more, expand our skills, and grow our teammates.

Additionally, we are seeking an enthusiastic and innovative Technical Consultant to join our Consulting Services Team, supporting and implementing Alnafitha’s Modern Workplace services.

We’re a team of technology-driven individuals with a curiosity for how things work and a passion for designing and building reliable, scalable, and efficient implementations. This role involves close collaboration with project management, sales, and business development teams.

Primary Focused Domains: Microsoft 365, Exchange, Active Directory, EMS, Teams

• Presenting and demonstrating Alnafitha’s services to customers.
• Building scope of work/low-level technical scope based on business requirements.
• Delivering regional technical implementations and solution design on customer sites and remotely.
• Providing support, troubleshooting, and solutions to complex problems, including complaint handling and mission-critical support.
• Conducting proactive services such as Risk Assessments, Health Checks, and Code Reviews.
• Providing reactive and 24x7 critical situation support.
• Offering ad hoc services focused on customer-specific issues.
• Delivering technical training and workshops for customer knowledge transfer.
• Enhancing customer experience and acting as a customer advocate.
• Creating and maintaining documentation, knowledge bases, and technical content.
• Representing Alnafitha at seminars, conferences, and other forums.
• Mentoring team members on solutions and best practices.
• Performing other duties as assigned.

Requirements

To succeed in this role, you should have:

Certification Requirements:

• Bachelor’s degree in Computer Science or equivalent.
• Microsoft 365 Certified: Teams Administrator Associate
• Microsoft 365 Identity and Services
• Microsoft 365 Mobility and Security
• Microsoft 365 Messaging
• Microsoft 365 Certified: Enterprise Administrator Expert

Skills

Technical Skills:

• Experience with Microsoft 365, Active Directory, Exchange, SharePoint, EMS, Windows Virtual Desktop (5+ years).
• Experience in solution implementations across industries.
• Strong technical background in architecture, hardware, and software.
• Experience with System Center Configuration Manager and IT networking.
• Deep understanding of Microsoft Modern Workplace and Security.

Personal Skills:

• High responsibility and ownership mindset.
• Excellent communication and presentation skills.
• Ability to work independently and in a team.
• Ability to meet tight deadlines and handle stressful situations.
• Fluent in Arabic and English.