Service Delivery Manager

About the Role

Pyramid Consulting is seeking a Service Delivery Manager to join their team in Riyadh, Saudi Arabia. This full-time role involves managing infrastructure operations, ensuring compliance with Service Level Agreements (SLAs), and overseeing various technical environments including End-User Services (EUS), server, and network operations. The Service Delivery Manager will serve as the primary point of contact between the customer and the delivery teams.

Key Responsibilities

• Manage infrastructure operations to ensure efficient service delivery.
• Ensure compliance with established Service Level Agreements (SLAs).
• Oversee End-User Services (EUS), server environments, and network operations.
• Act as the main interface between customers and internal delivery teams.
• Manage incidents and ensure timely resolution.
• Handle stakeholder management effectively.

Technical Expertise

The role requires strong technical knowledge across several areas, including:

• Server hardware from multiple vendors.
• Remote management tools.
• Software and hardware RAID configurations.
• Clear understanding of network fundamentals and topology.
• Data center operations.

Business Development and Strategy

This position also involves contributing to business development and strategic initiatives, including:

• Understanding new business cases and client needs.
• Developing new organizational structures and effective solutions.
• Demonstrating delivery methodology to prospective clients.
• Performing costing and pricing for new business cases.
• Identifying challenges in existing delivery processes and areas for new business offerings.
• Defining new delivery methodologies.
• Identifying and defining skills and capabilities for new managers, along with development needs.
• Establishing different thresholds for achievements.

Experience and Qualifications

Candidates should possess 5-10 years of relevant experience in service delivery and infrastructure management. A strong background in technical operations and stakeholder management is essential for success in this role.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, offering an opportunity to work within a dynamic environment focused on service excellence and strategic growth.