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Contract TypeContract TypeFull-time
Workplace typeWorkplace typeOn-site
LocationLocationRiyadh

About the Role

Penta Consulting is seeking a Senior Service Delivery Manager to join their team in Riyadh. This full-time position involves overseeing service operations and ensuring the effective delivery of professional and managed solutions.

Key Responsibilities

  • Serve as the primary operational liaison between Dell and PI.
  • Manage service governance, conduct service reviews, and oversee operational reporting.
  • Monitor SLA/SLO performance, track risks, manage actions, and drive service improvements.
  • Coordinate activities across Storage & Backup, Virtualization, Cloud, and Systems domains.
  • Handle escalations, major incidents, and manage customer communications.
  • Ensure proper tracking of tickets, changes, requests, and operational tasks.
  • Maintain the service improvement backlog.
  • Liaise with Dell back-office technical support as needed.
  • Ensure the upkeep of operational documentation, runbooks, and governance routines.

Required Qualifications

  • A minimum of 8 years of experience in IT service delivery, managed services, or infrastructure operations.
  • Demonstrated experience in managing enterprise infrastructure operations.
  • Proficiency with ServiceNow or similar ITSM platforms.
  • A strong understanding of ITIL processes.
  • Excellent customer-facing and executive communication skills.
  • Proven ability to manage multi-domain technical teams.

Experience and Work Type

The role requires 5 to 10 years of relevant experience. This is a full-time position based in Riyadh.

Requirements

  • Requires 5-10 Years experience

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