402 Service Delivery Manager jobs in Saudi Arabia

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

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

Technical Service Delivery Manager – Performance, Cloud, and Site Reliability Engineering Services

Position Overview:

We are seeking an experienced and highly skilled Technical Service Delivery Manager to oversee and deliver performance, cloud, and site reliability engineering services. The ideal candidate will possess deep technical expertise and exceptional leadership capabilities. This role demands a proactive approach to service delivery, ensuring high standards of operational excellence and customer satisfaction.

Key Responsibilities:

• Support head of the department in managing the delivery of performance engineering, cloud services, and site reliability engineering (SRE) solutions to clients.
• Ensure the successful implementation, monitoring, and optimization of performance, cloud, and SRE services.
• Serve as the primary point of contact for clients, ensuring timely and effective communication in Arabic and English.
• Develop and maintain strong relationships with clients, understanding their business needs and providing tailored solutions.
• Manage service level agreements (SLAs), key performance indicators (KPIs), and other performance metrics to ensure service excellence.
• Identify areas for service improvement and implement best practices for continuous enhancement.
• Oversee incident management, problem resolution, and root cause analysis for performance, cloud, and SRE-related issues.
• Prepare and present regular service delivery reports to stakeholders.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3+ years of experience in performance engineering, cloud services (such as AWS, Azure, Alibaba Cloud, or Google Cloud), and site reliability engineering.
• Proven track record in managing technical service delivery and leading engineering teams.
• Exceptional communication skills in both Arabic and English.
• Understanding of performance testing tools, cloud architectures, and SRE principles.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Strong analytical, problem-solving, and decision-making skills.
• Certifications in relevant fields (e.g., AWS Certified Solutions Architect, Google Cloud Professional, Certified Kubernetes Administrator) are a plus.

Preferred Skills:

• Experience with monitoring and observability tools such as Dynatrace, Prometheus, Grafana, or similar.
• Knowledge of automation tools and scripting languages.
• Familiarity with ITIL processes and service management frameworks.
• Ensure the successful implementation, monitoring, and optimization of performance, cloud, and SRE services.

We are seeking a highly skilled Service Delivery Manager for one of our biggest clients, a well-known government entity in Riyadh.

Industry: Aviation
Work Model: On-site
Location: Riyadh
Job Summary
The Service Delivery Manager will be responsible for leading the end-to-end delivery of IT and infrastructure services, ensuring the highest standards of governance, operational excellence, and client satisfaction. This role plays a critical part in managing performance against contractual obligations, driving continuous improvement initiatives, and serving as the primary point of contact for service delivery performance and escalations.

Key Responsibilities

• Oversee IT and infrastructure service delivery performance, ensuring full compliance with SLAs, KPIs, and contractual agreements.
• Lead governance meetings with clients and key stakeholders, providing detailed performance reports and insights.
• Manage escalations and critical incidents, ensuring timely resolution and effective communication throughout the process.
• Drive service improvement plans and implement best practices to enhance operational efficiency and customer satisfaction.
• Collaborate closely with project managers, technical teams, and vendors to align service delivery with organizational and business objectives.
• Ensure compliance with IT security, risk management, and audit requirements.
• Mentor and lead service delivery teams, fostering a culture of accountability, ownership, and continuous learning.

Job Requirements

• Minimum of +10 years of experience in Service Delivery Management or a similar role.
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Aviation industry experience is preferred.
• Strong leadership and stakeholder management skills with proven ability to handle complex, multi-vendor environments.
• Excellent problem-solving and analytical skills.
• Strong communication skills, both verbal and written.
• Ability to work collaboratively in a team-oriented environment.
• Certifications: ITIL v4 (required); PMP/PRINCE2 (preferred).

About Automotive, Distribution and Marketing Company (ADMC):

Automotive, Distribution and Marketing Company (ADMC) is a subsidiary of Ali Zaid Al Quraishi & Brothers Company (AZAQ). With strong heritage, roots, reputation and rich experience in the automotive industry, guided by the business philosophy to "Be the Number Choice", ADMC is committed to bringing strong global automotive brands to Saudi Arabia, providing quality experience for customers.

Job Summary:

Runs an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of all service records. Ensures that the daily inventory of technicians' time is consistently sold to service customers.

Responsibilities:

• Defining qualitative and quantitative annual targets in consultation with the board of management
• Implementing and pushing through the service targets agreed with the board of management in terms of service market exploitation, service loyalty, parts, and workshop turnover as well as high-quality care.
• Performing and evaluating regional market and competition studies for the service area.
• Defining a range of Aftersales services offered by the individual dealership and oriented towards the appropriate target groups, with consideration for the competitive environment.
• Implementing standards/directives for the service area defined in the dealership and those specified by GWM/ADMC.
• Guaranteeing participation in the ADMC Service Report to establish benchmarking in comparison with other dealerships.
• Carrying out internal workshop tests and implementing improvement measures to improve service quality.
• Performing regular internal quality measures.
• Optimizing the service procedure organization using company-specific IT systems.
• Definition of workshop working times and opening times in the service area, in consultation with the board of management.
• Oversee service team, auto service staff, and vehicle repair processes to deliver a positive service experience and maintain profitability.
• Maintain a high level of customer satisfaction in all automotive service capacities to increase retention and referrals.
• Forecasts goals and objectives for the department and strives to meet them.
• Monitors and controls the performance of the department using appropriate reports, tracking systems and surveys.
• Develops and implements a marketing plan which promotes new and repeat business.
• Understands, keeps abreast of and complies with federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know etc.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• DMS issues and following it up with the supplier.
• Following up the reports.
• Set monthly KPIs and targets.
• Following up the new projects
• Manage the PDI center.
• Hiring
• Communication with GWM service team.
• Communication with other departments.

Department:
Customer Support Ops

Location:
KSA

Compensation:
ر.س15,000 - ر.س20,000 / month

Description
Tabby
creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.

The company's flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.

Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.

Tabby launched in 2019 and has since raised +$ billion in equity and debt funding from global and regional investors, and is now valued at 3.3 billion.

We are looking for a
high-impact Operations Manager
to drive excellence in our customer service operations in KSA. This role is
critical
to ensuring seamless, high-performance contact center operations while delivering an exceptional customer experience.

As a
strategic leader
, you will work alongside the Head of the Contact Center to implement
scalable
service strategies, optimize workflows, and enhance operational efficiency. You will be instrumental in achieving
key performance metrics
and setting new standards for customer satisfaction.

Key Responsibilities

• Lead, mentor, and optimize a team of customer service supervisors and representatives, fostering a high-performance, results-driven environment.
• Execute and refine customer service strategies to meet and exceed KPIs, including response times, resolution rates, and overall customer satisfaction.
• Oversee and enhance daily contact center operations across multiple customer touchpoints, including inbound/outbound calls, email, live chat, and social media.
• Ensure seamless cross-functional collaboration with departments such as Sales, Marketing, and Product to maintain a consistent and customer-centric experience.
• Drive process improvements by identifying inefficiencies, implementing automation, and optimizing self-service capabilities to elevate customer engagement.
• Manage escalations with precision, ensuring swift and effective resolution of critical customer issues while reinforcing brand trust and loyalty.
• Ensure compliance with local regulations, industry standards, and company policies to maintain operational integrity.
• Contribute to workforce planning, scheduling, and resource allocation, ensuring optimal staffing levels to support fluctuating customer demand.
• Champion innovation by staying ahead of emerging customer service trends, AI-driven solutions, and digital engagement technologies.
• Report on operational performance by analyzing data, identifying insights, and presenting strategic recommendations to senior leadership.

Qualifications

• 10+ years of experience in contact center operations, including 5+ years in a leadership role (Supervisor, Team Lead) or 2+ years as an Operations Manager managing inbound teams.
• Deep expertise in customer service principles, contact center operations, and customer experience management.
• Bachelor's degree in Business Administration or a related field.
• Proven ability to optimize KPIs such as customer satisfaction scores, response times, and first-contact resolution rates.
• Bilingual fluency in English and Arabic (both written and verbal).
• Strong technical acumen, with proficiency in CRM systems, contact center technologies, and workforce management tools.
• Exceptional leadership skills, with a track record of building, motivating, and scaling high-performing teams.
• Sharp analytical and problem-solving abilities, with a customer-first approach to decision-making.
• In-depth knowledge of local market dynamics, regulatory requirements, and cultural nuances in customer interactions within the Middle East.

This is a role for a bold, proactive leader who thrives in fast-paced, high-growth environments. If you're ready to transform customer service operations and lead a world-class team, we want to hear from you.

• Supervise the execution of multiple construction projects from mobilization to handover.

• Monitor project schedules, budgets, and resource allocation; proactively resolve delays or obstacles.

• Coordinate with project managers, site engineers, subcontractors, and suppliers to maintain workflow and productivity.

• Ensure compliance with Saudi Building Codes, municipal regulations, and client specifications.

• Develop and implement standard operating procedures (SOPs) to improve efficiency and minimize risk.

• Track key performance indicators (KPIs) for operational performance and report to senior management.

• Review and approve project procurement plans, material requests, and resource needs.

• Enforce quality control procedures and ensure all work meets contract requirements and industry standards.

• Promote a strong culture of safety on all sites; oversee implementation of HSE policies and compliance with Saudi labor and safety laws.

• Lead regular site inspections and audits.

• Lead, mentor, and motivate project teams to deliver projects on time and within budget.

• Evaluate team performance and identify training needs to strengthen operational capabilities.

• Coordinate between internal departments (planning, procurement, finance) to streamline communication and issue resolution.

• Maintain positive relationships with clients, consultants, government authorities, and other external partners.

• Attend progress meetings, prepare status reports, and address client concerns promptly.

• Bachelor’s degree in civil engineering, Architecture, or a related field.

• Minimum 8–12 years of experience in construction/contracting operations, with at least 3 years in a managerial role within Saudi Arabia.

• Proven track record of managing large-scale projects and multidisciplinary teams.

• In-depth knowledge of Saudi building regulations, labor laws, and local authority procedures.

• Strong leadership, problem-solving, and decision-making skills.

• Excellent communication skills in English and Arabic preferred.

• Valid Saudi driving license and willingness to travel to project sites as needed.

Specialism Project Management / Operations / Strategy

Country Saudi Arabia

Job type Permanent

Location Abha

Specialism Project Management / Operations / Strategy

• 3-5 years of experience in industrial operations, maintenance, or turnaround management
• Proven track record in managing multi-site projects in sectors such as petrochemical, power, or heavy manufacturing
• Strong knowledge of OSHA, PSM, and industry-specific safety regulations
• Experience in resource planning, cost control, and process optimization
• Excellent leadership, communication, and conflict resolution skills
• Ability to manage vendor contracts and monitor performance metrics
• Proficiency in operational planning tools and reporting systems
• Bachelor’s degree in Engineering, Operations Management, or related field preferred