35 Deliveryservice jobs in Saudi Arabia

Service Delivery Manager

Riyadh, Riyadh Master Works

Posted 1 day ago

Job Viewed

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Job Description

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

Sign in to set job alerts for “Service Project Manager” roles. Technical Project Manager - Cybersecurity Senior Manager - Communications Planning & Delivery (COR433) Sr. Consultant - Sr. Project Manager: AEC & Urban Planning Senior IoT Project Manager & Solutions Consultant Senior Manager - Design & Delivery (Leasing) - (COR 225) Manager GSO Territory-Professional Field Services Assistant IT Manager with Insurance domain Health & Safety Coordinator - KSA National Senior Project Manager - Delivery (Theme Park) Junior Project Manager – Advisory Service Line

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Service Delivery Manager

Riyadh, Riyadh Keeta

Posted 1 day ago

Job Viewed

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Job Description

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

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Service Delivery Manager

Riyadh, Riyadh Obrela

Posted 1 day ago

Job Viewed

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Job Description

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

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

Referrals increase your chances of interviewing at Obrela by 2x

Sign in to set job alerts for “Service Project Manager” roles. Senior Project Manager - Strategies & Institutional Excellence Senior IoT Project Manager & Solutions Consultant Sr. Consultant - Sr. Project Manager: AEC & Urban Planning Senior Manager - Design & Delivery (Leasing) - (COR 225) Assistant IT Manager with Insurance domain Senior Project Manager - Delivery (Theme Park) Junior Project Manager – Advisory Service Line Senior Project Manager - Buildability (Theme Park) Service Delivery Manager - Associate Manager

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Service Delivery Manager

Riyadh, Riyadh Master Works

Posted 1 day ago

Job Viewed

Tap Again To Close

Job Description

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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Service Delivery Manager

Riyadh, Riyadh Obrela

Posted 1 day ago

Job Viewed

Tap Again To Close

Job Description

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
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Service Delivery Manager

Riyadh, Riyadh Master-Works

Posted 1 day ago

Job Viewed

Tap Again To Close

Job Description

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 advertiser has chosen not to accept applicants from your region.

Service Delivery Manager

Riyadh, Riyadh Master Works

Posted today

Job Viewed

Tap Again To Close

Job Description

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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Field Service Delivery

NCR Atleos

Posted 6 days ago

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Job Description

**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.
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Service Delivery Manager (Hyperscalers)

Marc Ellis

Posted 1 day ago

Job Viewed

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Job Description

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.
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Service Delivery Technical Lead

Baker Hughes

Posted today

Job Viewed

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Job Description

**Service Delivery Technical Lead**

**Are you a Service Delivery Technical Lead looking for a new role?**:
**Do you enjoy being part of team that provides high-quality technical support for customers?**:
**Join our growing team**

We are the leader in well construction and production. Our innovative physical and digital solutions improve efficiency, production and maximize reservoir value. Our Integrated Well Services team works onsite with our customers to support their well construction projects

**Essential Responsibilities**:

- Owning the resolution of post-sales technical customer issues. Level 1,2,3 Technical Support - Resolves post sales Technical Issues.
- Providing technical depth required to resolve an issue. For some products, 1 individual may handle levels 1,2 and 3 - variations per skill set will apply.
- Working together with high level people from the business and SPB and EB level. Specifies needs, communicates about project approach, and presents outcomes of research done.
- Handling diverse clients in a region and working based on predefined contracts and frameworks. Some latitude to deviate from those conditions.
- Handling the standardized project processes which includes guidelines for choosing the right actions. Ensuring Processes and procedures are frequently updated by other functions and are implemented in the department.

**Qualifications/Requirements**:

- Have a BSc from an accredited university within the Engineering field, or college educated and/or equivalent work experience within Technical Support
- Minimum of 8 years in the Open Hole and Cased Hole Wireline Services Operations field.
- A previous Service Delivery Coordinator role experience is a preference.
- Advanced English writing and speaking needed.
- Advanced Microsoft Office and SAP skills is a preference.

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:

- This role is an office based working pattern in Saudi Arabia

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 and disability programs
- Tailored financial programs
- Additional elected or voluntary benefits

About Us

With operations in over 120 countries, we provide better solutions for our customers and richer opportunities for our people. As a leading partner to the energy industry, we're committed to achieving net-zero carbon emissions by 2050 and we're always looking for the right people to help us get there. People who are as passionate as we are about making energy safer, cleaner and more efficient.

Join Us

Are you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients? Come join us and grow with a team of people who will energize and inspire you!

**About Us**:
With operations in over 120 countries, we provide better solutions for our customers and richer opportunities for our people. As a leading partner to the energy industry, we’re committed to achieving net-zero carbon emissions by 2050 and we’re always looking for the right people to help us get there. People who are as passionate as we are about making energy safer, cleaner and more efficient.

**Join Us**:
Are you seeking an opportunity to make a real difference in a company that values innovation and progress? Join us and become part of a team of people who will challenge and inspire you! Let’s come together and take energy forward.

Baker Hughes Company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
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