Service Delivery ITSM & Project Manager

About the Role

Specialized Enterprise Systems (SES) is seeking a Service Delivery ITSM & Project Manager to work at a client site in Riyadh, Saudi Arabia. This full-time role involves managing service delivery, IT Service Management (ITSM) processes, and project execution within a mission-critical data center operations and maintenance environment. The manager will ensure services align with agreed service levels and industry best practices, focusing on operational excellence, continuous improvement, customer satisfaction, and successful project delivery.

Key Responsibilities

• Manage end-to-end service delivery for data center operations and maintenance services, ensuring compliance with SLAs, KPIs, and customer expectations.
• Lead the implementation and governance of ITSM processes, including Incident, Problem, Change, Service Request, Configuration Management, and Continual Service Improvement (CSI).
• Serve as the primary point of contact for customers regarding service performance, escalation management, and operational reviews.
• Monitor service quality, availability, capacity, and operational performance across data center infrastructure and support services.
• Lead major incident management, ensuring timely resolution, stakeholder communication, root cause analysis (RCA), and corrective actions.
• Manage transition and onboarding activities for new services, customers, and infrastructure projects.
• Develop and maintain service delivery plans, operational procedures, governance frameworks, and reporting mechanisms.

Required Experience and Qualifications

Candidates should possess 5-10 years of relevant experience in service delivery, ITSM, and project management within data center environments. The role requires a professional who can effectively manage complex IT operations and ensure high standards of service.

Work Environment and Location

This position is based at a client site in Riyadh, Saudi Arabia. The work schedule is office hours, with additional on-call escalation support as needed. The successful candidate must be willing to relocate to the client site within two months of accepting the offer.

Application Process

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