Service Delivery Manager📣 Job Ad

About CNTXT

CNTXT is seeking a Service Delivery Manager to join its team in Riyadh, Saudi Arabia. This is a full-time position focused on ensuring high-quality service outcomes and exceeding customer expectations within a dynamic operational environment.

The Role of Service Delivery Manager

The Service Delivery Manager serves as the primary lead for service delivery operations. This role involves proactive process management and strategic leadership to drive continuous improvement initiatives and manage cross-functional collaboration, ultimately ensuring the consistent delivery of high-quality services.

Key Responsibilities

• Oversee the end-to-end delivery of managed services, ensuring all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met or exceeded.
• Act as the primary point of contact for clients, leading engagements and service reviews to maintain high satisfaction levels.
• Design and implement ITIL-aligned processes to streamline service delivery and improve operational efficiency.
• Coordinate between onshore, nearshore, and offshore teams to ensure seamless communication and alignment across all operations.
• Identify performance gaps and develop actionable improvement plans to enhance the overall customer experience through Continuous Service Improvement (CSI).

Operational Governance and Client Engagement

This position involves monitoring and reporting on service performance by generating detailed analytical insights. The manager will handle escalations and troubleshoot complex service-related issues, driving them to resolution while fostering a culture of accountability and strict adherence to ITIL best practices. Furthermore, the role requires building and nurturing strong, long-term relationships with key stakeholders, coordinating regular service reviews, managing client expectations, and supporting pre-sales activities, including contributing to service design and assisting with RFP/RFI responses to drive business growth.

Global Collaboration and Process Innovation

The Service Delivery Manager facilitates seamless communication between onsite teams in Saudi Arabia and offshore delivery centers. This includes mentoring internal teams to ensure knowledge growth and consistent performance, thereby maintaining a "one team" philosophy across geographical boundaries. The role also proactively designs and implements processes that optimize service delivery, developing and maintaining detailed Service Improvement Plans (SIPs) and utilizing data-driven recommendations to drive continuous improvement initiatives that enhance both operational efficiency and the end-user experience.

Required Experience

• A minimum of 5-10 years of experience in service delivery management or a related field.