Service Delivery Manager Airline Industry Experience is a Must

About Müller's Solutions

Müller's Solutions is a technology and consulting company that provides IT solutions and professional services across the EMEA region. The company supports organizations with digital transformation, IT modernization, and high-quality technology service delivery.

The Role of Service Delivery Manager

Müller's Solutions is seeking an experienced Service Delivery Manager for a full-time position in Riyadh, Saudi Arabia. This role requires mandatory experience within the Airline/Aviation industry. The Service Delivery Manager will be responsible for managing end-to-end service delivery, maintaining client relationships, ensuring compliance with SLAs and KPIs, and coordinating technical and operational teams to provide high-quality IT services.

Key Responsibilities

• Manage end-to-end IT service delivery for clients in the airline/aviation sector.
• Serve as the primary point of contact for clients and key stakeholders.
• Ensure service delivery adheres to agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards.
• Monitor service performance and identify opportunities for continuous improvement.
• Coordinate with technical, operational, and support teams to resolve service issues.
• Manage incidents, problems, escalations, and service requests.
• Prepare and present service performance reports to clients and management.
• Conduct regular service reviews and stakeholder meetings.
• Identify risks and implement corrective and preventive actions.
• Ensure effective communication between business stakeholders and technical teams.
• Support ITIL-based service management processes and best practices.
• Manage escalations and ensure timely resolution of critical issues.

Required Qualifications and Experience

• Mandatory: Proven experience working within the Airline/Aviation industry. Candidates without relevant experience in this sector will not be considered.
• Proven experience as a Service Delivery Manager or in a similar IT service management role.
• Strong knowledge of IT Service Management / ITIL principles.
• Experience managing SLAs, KPIs, service performance, and escalations.
• Strong stakeholder and client management skills.
• Experience coordinating cross-functional technical and operational teams.
• Excellent communication and presentation skills in English.
• Strong problem-solving and analytical abilities.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• ITIL certification.
• Experience with airline IT systems, aviation technology, or airport environments.
• Experience managing large-scale IT services or enterprise clients.
• Experience working with international or EMEA-based clients.

Application Information

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia. Salary information will be discussed during the interview process.