Senior Lead Service Delivery

About the Role

KTek Resourcing is seeking a Senior Lead Service Delivery to join their team. This full-time position is based in the Makkah region, with opportunities in both Jeddah and Makkah. The role focuses on client handling and the delivery of Digital Workplace and End User Computing (EUC) services.

Key Responsibilities

• Manage and oversee Digital Workplace Operations.
• Handle direct client interaction and manage escalations effectively.
• Oversee Asset Management and Vulnerability Management processes.
• Manage Service Desk Operations and EUC Support Services.
• Implement and monitor SLA/KPI Management.
• Lead and manage a team of 8-10+ members.

Qualifications and Experience

• A minimum of 8 years of relevant experience in service delivery.
• Strong background in End User Services (EUS).
• Demonstrated experience in client handling.
• Proven experience in team handling, specifically with teams of 8-10 or more members.
• Strong operational and technology management exposure.
• Prior experience supporting customers in Saudi Arabia is an advantage.

Required Skills

• Proficiency in Digital Workplace and End User Computing (EUC) services.
• Knowledge or certification in ITIL is preferred.
• Ability to manage Service Level Agreements (SLA) and Key Performance Indicators (KPI).

Experience Level

Candidates should possess 5-10 years of professional experience, with a preference for those with 8+ years in relevant service delivery roles.

Application Information

The salary for this position will be disclosed during the interview process. Interested candidates are encouraged to apply.