Managed Services Service Delivery Manager📣 Job Ad

About the Managed Services Service Delivery Manager Role

NTT Corporation is seeking a Managed Services Service Delivery Manager to join our team in Riyadh. This full-time position requires a seasoned professional to oversee the end-to-end delivery of managed services, ensuring client satisfaction and operational excellence.

Role Overview and Responsibilities

The Managed Services Service Delivery Manager is responsible for the efficient and effective delivery of managed services, meeting all contractual obligations and client expectations. This role acts as the primary client interface, coordinating internal teams to drive service excellence and support business growth.

• Manage the complete lifecycle of managed services delivery, ensuring alignment with Service Level Agreements (SLAs), quality standards, and client requirements. Monitor performance and implement improvements to enhance client satisfaction.
• Serve as the main point of contact for clients, addressing inquiries, managing escalations, and gathering feedback. Cultivate strong client relationships and ensure services are aligned with client business objectives.
• Conduct regular service review meetings with clients, presenting performance metrics, SLA achievements, risk assessments, and improvement strategies.
• Collaborate with cross-functional and technical teams to ensure seamless service delivery, implement new solutions, and resolve incidents. Maintain stable, secure, and high-standard client environments.
• Oversee contract execution, ensuring service delivery adheres to contractual agreements and compliance standards. Monitor contract performance and support governance processes.
• Develop account strategies to deepen client engagement, identify opportunities for upselling and cross-selling, and manage financial aspects including budgeting and forecasting.
• Identify and mitigate risks that could impact service delivery and client relationships. Maintain accurate documentation and reporting, and drive continuous improvement initiatives.
• Lead and manage service delivery teams, including resource planning, workload management, performance coaching, and skills development, fostering a culture of accountability and collaboration.

Qualifications and Experience

Candidates should possess a minimum of 5 years of experience in managed services delivery and client management within SLA-driven environments. A Bachelor’s degree in IT, Business, or a related field is required.

• Bachelor’s degree in IT, Business, or a related field.
• Proven experience in managed services delivery and client relationship management.
• Experience in contract management, service delivery governance, and performance monitoring.
• ITIL or project management certification is preferred.

Work Location and Type

This is a full-time position based in Riyadh.