115 Service Delivery jobs in Riyadh

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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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

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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 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.

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.

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.

Service Delivery Manager - Associate Manager page is loadedService Delivery Manager - Associate Manager Apply locations SAU - RIYADH time type Full time posted on Posted 11 Days Ago job requisition id 51551971

Job Description:

Role

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

§ Financial (expense, recovery, residues)

§ Customer Satisfaction

§ Internal delivery process standard

§ Growth forecast and engagement of delivery resources

Essential Job Functions:

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

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

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

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

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

§ Support change management activities, accountable for large change projects

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

§ Resource capacity planning

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

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

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

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

§ Communicates and works closely with ADM

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

Basic Qualifications:

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

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

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

§ Technical knowledge/background in systems administration,

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

§ Good communication, networking and negotiation skills.

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

§ Strong customer and service orientation

§ Good communication, networking and negotiation skills.

Other Qualifications:

§ An advanced degree in a relevant field is a plus

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

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

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