IT Service Delivery Manager

About the Role

Tuwaiq Casting & Forging Company is seeking an experienced and operationally focused IT Service Delivery Manager to join its IT Department in Ras Tannurah, Eastern Region. This full-time role reports to the IT Director and is responsible for ensuring the effective, reliable, and secure delivery of IT services, aligning with agreed Service Level Agreements and business requirements.

Key Responsibilities

• Manage and continuously improve IT service delivery processes, ensuring services meet agreed SLAs, KPIs, and business expectations.
• Establish and maintain IT service management procedures based on ITIL best practices.
• Monitor service performance, incidents, requests, problems, and changes, preparing regular IT service performance reports.
• Oversee the IT Service Desk, ensuring timely resolution of incidents and service requests, and defining first and second-level support responsibilities.
• Monitor ticket volumes, response times, resolution times, backlog, and SLA compliance to improve user satisfaction.
• Coordinate operational support for IT infrastructure including LAN/WAN, Wi-Fi, servers, virtualization, storage, backup, Microsoft 365, cloud services, IP telephony, data centers, and end-user computing.
• Coordinate support for critical business applications such as ERP, Manufacturing Execution System, Document Management System, and Service Desk systems.
• Lead major incident management to ensure timely restoration of critical services.
• Ensure IT service operations comply with company cybersecurity policies and regulatory requirements, coordinating with the cybersecurity team on incidents, vulnerabilities, and access management.
• Support IT audits and compliance activities, including ISO 27001, Aramco CCC, and internal IT controls.
• Support IT business continuity and disaster recovery planning, ensuring critical IT services have appropriate backup and recovery procedures and participating in DR tests.
• Manage and develop IT service delivery personnel, defining responsibilities, objectives, KPIs, and performance targets.

Qualifications and Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum of 10 years of IT experience, with significant experience in IT service management or IT operations.
• Proven experience managing IT teams, vendors, SLAs, and enterprise IT services.
• Industrial sector experience is preferred.

Work Environment

This is a full-time position within the IT Department of Tuwaiq Casting & Forging Company, located in Ras Tannurah, Eastern Region. The role involves managing day-to-day IT service delivery across various IT domains and coordinating with internal teams and external vendors.