Managed Services Service Delivery Manager

Location: Riyadh (On-site)

Role Overview

The Managed Services Service Delivery Manager is a seasoned professional responsible for overseeing the end-to-end delivery of managed services to clients. This role ensures services are delivered efficiently, meet contractual obligations, and consistently achieve high levels of client satisfaction. The Service Delivery Manager acts as the primary client interface, coordinating across internal teams to drive service excellence, operational efficiency, and business growth.

Key Responsibilities

• Manage the end-to-end delivery of managed services, ensuring alignment with Service Level Agreements (SLAs), quality standards, and client expectations. Continuously monitor performance and implement improvements to enhance client satisfaction.
• Act as the primary point of contact for clients, managing inquiries, escalations, and feedback. Build strong relationships, understand client business needs, and ensure services are tailored to support client objectives and retention.
• Conduct regular service review meetings with clients, presenting service performance, SLA achievement, risk assessments, improvement initiatives, and strategic recommendations.
• Collaborate with cross-functional and technical teams to deliver services, implement new solutions, and resolve incidents. Ensure client environments are stable, secure, and maintained to high operational standards.
• Oversee contract execution by ensuring service delivery aligns with contractual agreements and compliance requirements. Monitor contract performance, manage escalations, and support governance processes.
• Develop account strategies to strengthen client engagement, identify upselling and cross-selling opportunities, and manage financial aspects such as budgeting, forecasting, and billing.
• Identify and mitigate risks impacting service delivery and client relationships. Maintain accurate documentation and reporting and drive continuous improvement initiatives to enhance service quality and operational performance.
• Lead and manage service delivery teams, including resource planning, workload management, performance coaching, skills development, and fostering a culture of accountability, collaboration, and continuous improvement.

Knowledge, Skills, and Attributes

• Strong expertise in managed services delivery (infrastructure, cloud, security, support)
• Excellent communication, stakeholder management, and problem-solving skills
• Proven ability to manage client relationships and drive satisfaction
• Strong project management and organizational skills
• Ability to manage cross-functional and geographically distributed teams
• Strong vendor and stakeholder management capabilities
• Financial and business acumen (budgeting, forecasting, billing)
• Familiarity with ITIL or similar frameworks
• Ability to work under pressure and collaborate across teams

Qualifications & Experience

• Bachelor’s degree in IT, Business, or a related field
• ITIL or project management certification (preferred)
• Proven experience in managed services delivery, client management, and SLA-driven environments
• Experience in contract management, service delivery governance, and performance monitoring