Service Delivery IT Manager

Posted time August 3, 2026 Location Saudi Arabia Job type Full-time

About the role

Our client is a leading telecommunications organization in Saudi Arabia, delivering innovative digital connectivity and managed technology services to enterprise and consumer customers. As part of its continued growth and digital transformation strategy, the company is seeking an experienced Service Delivery IT Manager to lead mission-critical IT service operations and ensure exceptional service performance across the business.

The Service Delivery IT Manager will be responsible for managing end-to-end IT service delivery, ensuring operational excellence, SLA compliance, and continuous service improvement. Working closely with business stakeholders, technical teams, and external partners, the successful candidate will drive service quality, customer satisfaction, and operational efficiency while supporting the organization’s strategic technology initiatives.

Key Responsibilities

  • Lead the delivery of IT infrastructure, applications, and managed services across the organization.
  • Ensure achievement of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and key performance indicators (KPIs).
  • Establish and maintain ITIL-based service management processes, including Incident, Problem, Change, Release, and Service Request Management.
  • Manage major incidents and act as the primary escalation point for critical service disruptions.
  • Drive continuous service improvement initiatives to enhance service quality, availability, and customer experience.
  • Build strong relationships with internal stakeholders, business units, and enterprise customers.
  • Oversee third-party vendors, managed service providers, and outsourcing partners, ensuring contractual compliance and service excellence.
  • Monitor operational performance through dashboards, reporting, and governance meetings.
  • Collaborate with Infrastructure, Network, Cloud, Cybersecurity, and Applications teams to ensure seamless service delivery.
  • Support digital transformation initiatives, cloud adoption, and automation programmes.
  • Develop disaster recovery, business continuity, and service resilience strategies.
  • Manage the IT service delivery budget, resource planning, and capacity management.
  • Lead, mentor, and develop a high-performing service delivery team.

Key Requirements

  • Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline.
  • 8–12 years of experience in IT Service Delivery, IT Operations, or Managed Services, with at least 3 years in a leadership role.
  • Previous experience within the telecommunications, ISP, managed services, or technology sectors is highly preferred.
  • Strong knowledge of ITIL Service Management framework and operational governance.
  • Experience managing enterprise infrastructure, cloud services, networking, and business-critical applications.
  • Proven expertise in vendor management, contract governance, and service performance management.
  • Experience leading incident management, change management, and service transition activities.
  • Strong understanding of cybersecurity, business continuity, and disaster recovery principles.
  • Professional certifications such as ITIL v4, PMP, PRINCE2, Microsoft Azure, AWS, Cisco, or CISSP are advantageous.
  • Excellent communication, stakeholder management, leadership, and problem-solving skills.
  • Fluency in English is essential; Arabic is an advantage.