Senior Service Delivery Manager📣 Job Ad

About the Role

Comarch is seeking a Senior Service Delivery Manager to join its international telecom team. This full-time position is based in Dammam and requires 5-10 years of experience. The role is central to ensuring client satisfaction and maintaining high service quality within a dynamic environment.

Key Responsibilities

• Independently supervise large-scale client support services, ensuring all KPI and SLA commitments are met.
• Create Jira dashboards, presentations, and reports for internal and client management.
• Provide substantive support, coordinate critical incidents, and maintain availability outside standard hours as needed.
• Plan, coordinate, and distribute tasks within support teams, tracking ongoing performance.
• Maintain regular communication with clients and stakeholders regarding service levels, issues, and planned improvements; participate in key business meetings.
• Oversee timely invoicing, manage service scope (contract compliance), and track labor intensity.
• Design, negotiate, and document SLAs; manage risk, change, quality, and costs related to client services.
• Collaborate with co-delivery teams, handle service tickets based on technical documentation, and optimize processes.

Required Qualifications

• Minimum of 5 years of experience as a Project Manager or Service Delivery Manager in the telecom industry, with a proven track record of managing large-scale clients.
• Higher technical degree in Computer Science, Telecommunications, Business, or a related field.
• Fluent English is required.
• Strong technical background in OSS, BSS, and IoT.
• Proficiency in Jira, Google Workspace (including Gemini, NotebookLM), and MS Office.
• Strong skills in creating clear executive summaries, business presentations, and data-driven reports.

Preferred Qualifications

• Arabic language proficiency is highly preferred.
• PMP and ITIL certifications are highly preferred.

Key Skills

• Exceptional stakeholder management skills.
• Focus on proactive delegation, active listening, and composure under pressure.
• Ability to drive win-win solutions.