Senior Service Delivery Manager📣 Job Ad

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.