Full-time Service Management Specialist Jobs in Riyadh

About the Role

Motorola Solutions is looking for a specialized Service Delivery Manager to oversee the operational health and lifecycle support of customer systems. This vital role ensures consistent service delivery in line with contractual obligations, focusing on customer success and continuous quality improvement. The Service Delivery Manager acts as the primary interface between Motorola Solutions and its customers, fostering strong relationships and advocating for customer needs within the organization. This position is essential for managing and guiding specialized technical team leaders, including Incident Managers, Support and Operations teams, Upgrade and Deployment leads, KPI and Analytics Reporting leads, Drive Test leads, and Knowledge Transfer leads. The role is critical for the seamless operation of Mission Critical Push-to-Talk (MCPTT) applications and supports a 24/7 operational environment.

Key Tasks and Responsibilities

• Provide oversight of the operational health of customer systems from service delivery to lifecycle support.
• Ensure and manage internal and external resources for service delivery and maintain compliance with customer contractual obligations.
• Establish standard procedures to ensure consistent high service performance and monitor employee performance.
• Evaluate customer feedback to develop and implement quality improvement processes.
• Oversee the dedicated Upgrade and Deployment team responsible for implementing software patches, rollbacks, updates, and deployments across all lab and production systems.
• Guide the KPI and Analytics Reporting team to generate comprehensive system performance reports, Kodiak Analytic reports, and Drive Test reports to ensure service quality and compliance with Service Level Agreements (SLAs).
• Oversee the verification of change management, Wave mobile application acceptance testing, and drive test processes in coordination with third-party vendors.
• Manage the Knowledge Transfer lead to facilitate comprehensive user engagement, onboarding, fleet mapping, and ongoing customer training development.
• Collaborate closely with the Customer Success Manager (CSM), Incident Managers, and supporting functions (HR, Commercial, Procurement) to align strategic goals and ensure continuous service improvement.
• Facilitate customer success by adhering to global service delivery processes.
• Act as the key interface between Motorola Solutions and the customer.
• Lead the transition and transformation of project operations into managed services.
• Ensure that procedures and plans established for the customer align with organizational goals and are fully implemented to achieve service level objectives.
• Attend important meetings on behalf of the service delivery team or assign representatives.
• Provide recommendations for changes to technology or procedures for the customer.
• Prepare and present periodic reports to customer stakeholders.
• Analyze system performance and facilitate improvement recommendations.
• Propose new strategies to maintain or improve service delivery quality and reduce costs.
• Conduct regular research and attend seminars to learn improved service delivery procedures and processes.
• Collect data and information on customer satisfaction, inquiries, and complaints.
• Plan, manage, and execute customer meetings to present service delivery reports and improvements.
• Ensure permanent customer satisfaction and continuously collect data on customer satisfaction, inquiries, and complaints.
• Maintain a positive relationship with customers.
• Identify customer needs and ensure the service provider can meet them through an appropriate catalog of services.
• Act as a customer advocate within Motorola Solutions and represent Motorola Solutions to the customer.
• Support the customer in maximizing the benefits and outcomes of managed services.
• Conduct analysis of issues and problems.
• Lead escalation efforts across internal functional groups to resolve issues impacting service or customer business.
• Provide support regarding contractual obligations and SLAs.
• Educate service delivery team members on new plans and their impact on service delivery.
• Evaluate individual and team performance of team members.
• Organize and chair meetings with the service delivery team.
• Responsibility for training service delivery resources.
• Prepare and present reports on team performance and service delivery metrics.

Qualifications and Requirements

• Diploma or Degree in Engineering (Electrical) or a related discipline.
• ITIL v4 certification.
• High level of understanding of communication systems and IP networks.
• Minimum of 2 years of experience in project planning and transition to operations and maintenance phase.
• Minimum of 5 years of experience in managing a service delivery team, ideally with a focus on operations and maintenance.
• High-level experience in telecommunications or public safety.
• Excellent theoretical and practical problem-solving skills.
• Ability to work independently.
• Technical proficiency.
• The candidate will be subject to local Saudization requirements, which may require specific educational degrees related to the role to obtain a work permit.

Required Skills

• Communication Systems
• IP Networks
• Service Delivery Operations
• Customer Success
• Quality Improvement
• Change Management
• Performance Monitoring
• Reporting
• Analytics
• Knowledge Transfer
• User Engagement
• Training Development
• Cross-functional Collaboration
• Problem Solving
• Teamwork
• Planning
• Time Management
• Prioritization
• Multitasking
• Meeting Deadlines
• Customer Service
• Consulting
• Coordination
• ITIL v4
• Excellent communication skills (verbal, written, and presentation in both English and Arabic).
• Excellent customer service skills with a focus on complete customer satisfaction.
• Effective consulting and coordination skills.
• Good planning and time management skills.
• Ability to prioritize, multitask, and meet deadlines.
• Developed interpersonal and teamwork skills.

Additional Role Information

This role is a Service Delivery Manager position at Motorola Solutions Arabia, Inc., Saudi Branch, based in Riyadh, Saudi Arabia. The position requires 5-10 years of experience and is full-time. Travel may be required 25-50% of the time, with local transportation provided. This position is intended for experienced individuals.

About the Role

Ericsson is seeking an Operations Domain Manager to join our team in Riyadh, Saudi Arabia. This role focuses on evolving network operations towards a proactive, automation-driven model. The position is designed to enhance capabilities in event, incident, change, and problem management, with an emphasis on reducing manual tasks, improving responsiveness, and increasing operational maturity. The role requires a collaborative leader to integrate automation solutions while ensuring compliance, performance, and customer trust.

Key Responsibilities

• Execute 1st & 2nd Level Assurance Operations in alignment with Blueprint NOC Functional and Organizational definitions and EOE/MSTOP Operations processes.
• Manage 1st & 2nd level fault & problem management, including escalation to suppliers/vendors, other operational levels, and initiating defect management, workaround setup, and utilization for Assurance.
• Perform and support work orders and routine/planned technical activities on the live network, services, and processes for both Assurance and Fulfillment.
• Conduct service and network KPI and resource analysis for Assurance purposes.
• Engage in Planning & Design and Optimization activities to drive continuous improvement and fine-tuning of the network.
• Oversee configuration management, including service configuration and activation, and the planning and setup of activities and processes for Fulfillment.
• Assure and support the Change Management process for applications/services in scope, providing necessary technical and operational requirements and specifications for Fulfillment.
• Determine technical work and operational instructions (WI/OPI).
• Define Service Level Agreements (SLAs) and Working Level Agreements (WLAs) within the Governance process for Fulfillment.
• Ensure security management by assuring and supporting the utilization of defined security policies and procedures for Fulfillment.
• Provide budget and cost estimations, definition, and control related to service and ICT systems maintenance for Fulfillment.
• Assure and support the utilization of specific/non-Ericsson Processes and tools as required within a Service definition.
• Handle log management using health check scripts.
• Manage escalations towards vendor support.
• Monitor customer indicators and statistics through dashboards, performing daily monitoring in parallel with 1st Level Operations.
• Verify network performance following changes to network configuration.
• Manage resource configuration.
• Support Risk & Impact analysis.
• Facilitate System & Application Patch Introduction.
• Execute Resource Update & Upgrade activities.

Qualifications and Requirements

• Strong understanding of telecom/network domains, including RAN, TX, VAS, PS, Core, and OSS.
• Demonstrated experience leading Event, Incident, and Problem Management functions within large-scale NOC or network operations environments.
• Hands-on experience with automation tools, AI/ML for monitoring, and workflow orchestration.
• Proficiency in ITIL or other IT service management frameworks.
• Excellent stakeholder management, communication, and coordination skills, with the ability to operate effectively across multi-domain and multi-vendor environments.
• Analytical orientation with proven experience in defining, tracking, and improving KPIs.
• Strong leadership capabilities, including coaching, mentoring, and performance management.
• Experience in change governance, audit readiness, operational transformation, and compliance.
• A proactive mindset, resilience, and the ability to operate effectively under pressure.

Required Skills

• Telecom/Network Domains (RAN, TX, VAS, PS, Core, OSS)
• Event, Incident, and Problem Management
• Automation Tools, AI/ML for Monitoring, and Workflow Orchestration
• ITIL or IT Service Management Frameworks
• Stakeholder Management, Communication, and Coordination
• KPI Definition, Tracking, and Improvement
• Leadership, Coaching, Mentoring, and Performance Management
• Change Governance, Audit Readiness, Operational Transformation, and Compliance
• Proactive Mindset, Resilience, and Ability to Operate Under Pressure

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia. At Ericsson, you will be part of a diverse team of innovators. The company is committed to fostering a diverse and inclusive organization, encouraging collaboration with people from different backgrounds to drive innovation and growth.

About the Role

Oivan is seeking an experienced Operations Lead to join its team in Riyadh, Saudi Arabia. This role is responsible for overseeing daily operations, ensuring service delivery, maintaining platform reliability, and driving continuous improvement for the Sakani and Ejar platforms. The Operations Lead will focus on guaranteeing platform availability, achieving operational excellence, managing incidents, preparing for disaster recovery, and fostering collaboration across business, development, infrastructure, security, QA, and external vendor teams. Reporting to the IT Operations Manager or Head of Technology Operations, this full-time position requires a strategic thinker with proven experience in managing complex IT environments and a strong understanding of operational governance, service reliability, and platform operations.

Key Responsibilities

• Lead comprehensive operational support for the Sakani and Ejar platforms, ensuring continuous availability, stability, optimal performance, and reliability.
• Oversee the management and health of production and non-production environments.
• Monitor and report on key operational performance indicators (KPIs), Service Level Agreements (SLAs), and service health metrics.
• Drive and implement initiatives for continuous service improvement across all operational aspects.
• Lead and coordinate Major Incident Management activities for swift and effective resolution of critical issues.
• Manage incident escalations across Development, Infrastructure, Database, Security, and Vendor teams.
• Conduct Root Cause Analysis (RCA) for incidents and ensure implementation of corrective and preventative actions.
• Track recurring issues and champion the development of long-term solutions to enhance platform stability.
• Oversee production deployments, releases, and scheduled maintenance activities with minimal service disruption.
• Ensure operational readiness for all major releases, including reviews of implementation and rollback plans.
• Ensure strict compliance with established change management processes and governance standards.
• Collaborate with DevOps teams to enhance automation, improve reliability, and optimize operational efficiency.
• Ensure the maintenance and enhancement of monitoring, logging, alerting, and observability capabilities.
• Provide support for Kubernetes, cloud infrastructure, CI/CD pipelines, and general platform operations.
• Drive operational excellence through strategic implementation of automation and process optimization.
• Lead Disaster Recovery (DR) planning, testing, and execution activities to ensure business continuity.
• Ensure Recovery Time Objective (RTO) and Recovery Point Objective (RPO) targets are consistently met during DR events.
• Maintain up-to-date operational runbooks and recovery procedures.
• Coordinate periodic DR drills and readiness assessments.
• Act as the primary operational point of contact for business and technical stakeholders.
• Coordinate with internal teams, external vendors, and service providers to ensure seamless operations.
• Prepare and present operational reports, service reviews, and executive updates.
• Facilitate operational governance and service review meetings.
• Manage vendor performance against agreed SLAs, ensuring service quality and responsiveness.
• Coordinate operational activities with third-party providers and handle escalations.
• Monitor platform performance, utilization, and capacity trends to identify potential issues and optimization opportunities.
• Identify and address performance bottlenecks.
• Plan for future capacity requirements and scalability improvements.
• Ensure compliance with organizational policies, security standards, and regulatory requirements.
• Support security audits, risk assessments, and compliance initiatives.
• Track and actively mitigate operational risks.

Qualifications and Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a closely related field.
• A minimum of 8 years of progressive experience in IT Operations, Service Delivery, Infrastructure Management, or DevOps roles.
• A minimum of 3 years of experience in a leadership or management capacity.
• Proven experience managing large-scale enterprise platforms and critical business services.
• Demonstrated experience working effectively with cross-functional teams and managing relationships with external vendors.

Required Skills

• Operations Management
• Service Delivery
• Reliability Engineering
• Continuous Improvement Methodologies
• Incident Management
• Disaster Recovery Planning and Execution
• Cross-functional Collaboration
• Root Cause Analysis (RCA)
• Release Management
• Change Management
• DevOps Principles and Practices
• Automation Strategies
• Kubernetes
• Cloud Infrastructure Management
• CI/CD Pipeline Management
• Business Continuity Planning
• Stakeholder Management
• Vendor and Service Management
• Performance Management
• Capacity Planning
• Security Best Practices
• Risk Management
• Compliance Management

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia. The role involves close collaboration with various internal teams and external vendors.

About the Role

TalentHUB announces its need for an experienced IT Manager to join a leading chain of sweets and bakeries in Riyadh, Saudi Arabia. The incumbent holds a full-time position and requires on-site presence, serving as a pivotal role in ensuring the operational stability of a growing network of branches across the Kingdom. The company relies on Point of Sale (POS), Enterprise Resource Planning (ERP), and integrated Inventory Management systems that demand continuous operation. The IT Manager will be responsible for the entire technical function, from infrastructure and cybersecurity to ensuring the continuous operation of POS systems, and will be directly accountable for branch continuity and overall operational stability. The specific company name will be disclosed after initial screening.

Role Responsibilities

This role is designed for an IT professional with hands-on experience in technology management for live, multi-branch retail or Food & Beverage (F&B) operations. The role demands a proactive approach, an understanding of the critical impact of system failures during peak hours, and the ability to ensure seamless integration of ERP and Inventory Management systems across multiple locations. The ideal candidate will lead a small IT team, act swiftly to resolve issues under operational pressure, and most importantly, anticipate and prevent problems before they impact the business. This role goes beyond mere ticket resolution; it's about driving business continuity through strategic IT management.

Key Tasks and Responsibilities

• Own full responsibility for the IT function across all company branches, including infrastructure, networks, POS, ERP, and end-user systems.
• Provide direct, hands-on support for POS and cashier systems to ensure 100% branch operational continuity.
• Maintain, update, and optimize the integration between ERP, POS, and Inventory Management systems to support daily workflows.
• Plan, develop, and improve branch network infrastructure and connectivity across the Kingdom.
• Lead and manage the IT team, including task delegation, performance supervision, and ensuring issue resolution within agreed Service Level Agreements (SLAs).
• Oversee the execution of IT projects, ensuring strict adherence to timelines, scope, and deliverables.
• Enforce best practices for data protection, information security, and cybersecurity across all IT systems.
• Proactively identify and escalate technical risks, acting as a technical partner with operations leadership.

Qualifications and Requirements

• Minimum of 5 years of IT leadership experience.
• At least two years of this experience must include IT management for multi-branch retail, F&B, or sweets/bakery operations; this is a mandatory requirement.
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Hands-on operational experience with POS systems, ERP platforms (*, Oracle, SAP, Microsoft Dynamics, or Odoo), and branch network infrastructure. This implies actual usage and management, not just exposure through vendors.
• Proven track record of success in system integration between POS, ERP, and inventory systems, with measurable improvements in uptime or operational efficiency.
• Demonstrated ability to effectively lead a small IT team under operational pressure and within tight timeframes.
• Working knowledge of cybersecurity standards, data protection, and information security best practices.
• Proficiency in English is required for vendor management and company reporting.
• Working knowledge of Arabic is a strong advantage, given the nature of interaction with branches and the team.
• The candidate must be based in Riyadh or willing to relocate.

Required Skills

• Proficiency in managing and supporting POS systems.
• Experience with ERP platforms (*, Oracle, SAP, Microsoft Dynamics, Odoo).
• Experience in branch network infrastructure and connectivity.
• Proven ability in system integration, especially between POS, ERP, and inventory.
• Strong understanding and application of cybersecurity principles.
• Knowledge of best practices in data protection and information security.
• Effective team leadership and management skills.
• Strong problem-solving capabilities, especially under pressure.
• Ability to perform effectively under operational pressure and tight deadlines.

Job Details

Job Title: IT Manager

Company: TalentHUB

Location: Riyadh, Saudi Arabia

Employment Type: Full-time

Required Experience: 10+ years (including at least 2 years in IT management for multi-branch retail or F&B operations).

About the Role

Mantis Collection is seeking an experienced IT Manager to oversee the information technology function at Basiqat Resort by Mantis, located in the Riyadh Region of Saudi Arabia. This role is responsible for ensuring the reliable, secure, and efficient operation of all IT systems, directly supporting guest experiences and resort operations. The IT Manager will play a key role in maintaining technology stability, which is essential for service delivery and guest satisfaction in this environment.

Key Responsibilities

• Oversee the installation, configuration, and maintenance of all IT systems and infrastructure.
• Ensure the reliable operation of networks, servers, Wi-Fi, and telecommunications systems, focusing on high availability and rapid issue resolution.
• Manage all hardware, software, and IT assets, including inventory and lifecycle management.
• Maintain hospitality-specific systems such as Property Management Systems (PMS), Point of Sale (POS), and Customer Relationship Management (CRM).
• Ensure seamless integration between operational systems and other departments.
• Support system upgrades, new implementations, and provide troubleshooting for hospitality applications.
• Maintain data integrity and optimize system performance for all IT applications.
• Implement and maintain IT security policies and procedures to safeguard data and systems.
• Monitor systems for vulnerabilities and ensure timely application of security updates.
• Ensure compliance with relevant data protection standards and Accor's IT policies.
• Manage access controls and user permissions.
• Provide IT support to all resort departments and staff, managing helpdesk operations and incident resolution.
• Train resort staff on the effective use of systems and digital processes.
• Manage relationships with external IT vendors and service providers.
• Oversee the procurement of IT equipment and software, ensuring cost-effectiveness.
• Coordinate with regional and corporate IT teams to ensure alignment with group standards.
• Manage cost-effective IT operations and IT-related contracts.
• Lead IT-related projects, including facility setups and system rollouts, particularly during pre-opening phases.
• Support digital transformation initiatives within the resort.
• Evaluate and recommend new technologies to enhance guest and operational experiences.
• Ensure the scalability and future-readiness of the resort's IT infrastructure.

Qualifications and Requirements

• A minimum of 5 to 8 years of progressive IT experience, with a preference for experience in hospitality or resort environments.
• Demonstrated experience in network administration, infrastructure management, and IT support.
• A solid understanding of cybersecurity principles and data protection standards.
• Experience in pre-opening or remote operational environments is highly desirable.
• A degree in Information Technology, Computer Science, or a closely related field.
• Relevant IT certifications such as Cisco, Microsoft, ITIL, or CompTIA are considered advantageous.
• Strong troubleshooting, analytical, and problem-solving skills.
• The ability to work independently and effectively in a remote or multi-site environment.

Required Skills

• IT Systems and Infrastructure Management
• Network Administration and Management
• Server and Wi-Fi Management
• Telecommunications Systems
• Hardware and Software Management
• IT Asset Management
• Hospitality Systems (PMS, POS, CRM, Back-office Applications)
• Cybersecurity Principles and Data Protection Standards
• IT Security Policy Implementation and Enforcement
• Accor IT Policy Compliance
• Access Control and User Permissions Management
• IT Support and Helpdesk Operations
• Incident Resolution Processes
• User Training on Systems and Digital Processes
• Vendor and Stakeholder Management
• Procurement of IT Equipment and Software
• Cost-Effective IT Operations and Contract Management
• Project Management
• Digital Transformation Initiatives
• Evaluation of New Technologies
• Infrastructure Scalability and Future-Readiness
• Troubleshooting, Analytical, and Problem-Solving Skills
• Experience with Opera PMS and Micros POS is a plus.

Work Environment and Location

This is a full-time position located in Riyadh, Riyadh Region, Saudi Arabia. The role requires the ability to work effectively in a remote or multi-site environment, supporting a unique resort setting focused on conservation and sustainable tourism.

About the Role

Brains Valley Company is seeking an Information Technology Manager to join its team in Riyadh, Saudi Arabia. This full-time position is responsible for leading IT projects and operations, ensuring alignment with modern technological advancements and client needs within the Saudi market. The role requires a strong background in managing government IT projects, alongside experience in sales, business development, and client relationship management. This opportunity involves contributing to client digital transformation initiatives and developing high-performing technical teams.

Key Responsibilities

• Lead and manage all IT projects and daily operations to ensure efficient and effective service delivery.
• Develop and maintain strong, collaborative relationships with clients across government and private sectors.
• Identify new business opportunities and actively support sales activities to drive company growth.
• Oversee the entire project execution lifecycle, ensuring adherence to quality standards, compliance requirements, and timely delivery.
• Manage, mentor, and develop technical teams, fostering a culture of high performance and continuous improvement.
• Stay informed about emerging technologies, modern software solutions, digital transformation trends, and Artificial Intelligence (AI) systems.

Qualifications and Requirements

• Proven experience in managing and successfully delivering government IT projects specifically within the Saudi Arabian market.
• Previous experience working with leading companies in the same industry is highly preferred.
• Demonstrated experience in sales, business development, and effective client relationship management.
• Solid understanding of the Saudi government procurement environment and the complete project lifecycle.
• Experience with the Etimad Platform is highly preferred.
• A Bachelor's degree in Information Technology, Computer Science, Software Engineering, or a related field is required.

Required Skills

• Exceptional communication, presentation, and interpersonal skills.
• Strong leadership capabilities, with a proven ability to manage, motivate, and develop technical teams.
• Comprehensive knowledge of modern software solutions, digital transformation technologies, and Artificial Intelligence (AI) systems.
• Proficiency in managing and delivering government IT projects.
• Expertise in sales and business development strategies.
• Skilled in client relationship management.

Work Environment and Experience

This is a full-time position based in Riyadh, Saudi Arabia. The role requires 5-10 years of relevant experience. Relevant certifications and advanced qualifications will be considered an advantage.

• Prepare and submit weekly operations and development reports to senior management, ensuring accuracy and timeliness.
• Oversee the Employee of the Week recognition program by reviewing customer feedback and collaborating with the Internal Communications team.
• Manage team schedules and coordinate closely with the Workforce Management (WFM) team.
• Monitor team performance against quality scores and KPIs, driving continuous improvement.
• Attend Extensya meetings, tracking work progress and addressing open issues.
• Work with WFM on forecasting and staffing to maintain optimal coverage.
• Collaborate with Training and Quality teams to enhance team performance and service standards.
• Address staffing gaps through efficient replacement management.
• Ensure timely processing of financial transactions submitted by the team.
• Coordinate with the Marketing team regarding campaigns and promotional updates affecting customer service.
• Act as a primary contact with various internal teams including Operations Excellence, Quality, and Driver Care.
• Lead, coach, and develop supervisors and staff, fostering a culture of high performance.

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• Minimum of 5 years of customer service experience with at least 2 years in a managerial role.
• Experience in the food-tech, e-commerce, or delivery-app sectors is preferred.
• Strong leadership skills and an ability to motivate teams.
• Data-driven mindset experience in tracking KPIs and operational reports.
• Excellent communication skills in both Arabic and English.

About the Role

Ericsson is seeking a Managed Service Delivery Manager to join its team in Riyadh, Saudi Arabia. This role is responsible for the successful delivery of managed services, ensuring alignment with business cases and defined targets. The position involves overseeing assigned accounts and managing virtual teams to meet and exceed Service Level Agreements (SLAs) and Work Level Agreements (WLAs). This role is critical for account success, acting as an extension of management to drive operational performance and stakeholder relationships. A key responsibility includes identifying performance deviations and initiating improvement plans with delivery stakeholders.

As a Managed Service Delivery Manager, you will contribute to maintaining the quality and cost-effectiveness of services delivered by the Service Delivery Unit (SDU). You will focus on the productivity and efficiency of global deliveries, fostering collaboration across delivery teams to achieve account objectives. Developing and nurturing strong relationships with internal and external customers is essential for success in this position.

Key Responsibilities

• Drive operational and financial performance in line with Work Level Agreements (WLAs), covering service delivery and customer infrastructure performance.
• Ensure the quality and cost of services delivered by the SDU meet WLA expectations for MS Network.
• Build trust with the MSCLT by focusing on the productivity and efficiency of global deliveries, and foster collaboration across delivery teams to achieve account targets.
• Develop and maintain strong relationships with internal and external customers.
• Ensure optimal team sizing relative to the scope of delivery.
• Manage operational aspects to ensure services delivered by Operations teams comply with contractual SLAs and drive end-to-end operational excellence.
• Monitor and report on the operational and financial performance of the Service Delivery Unit for specific customers.
• Oversee internal governance for MS Contracts to ensure booked costs align with WLAs and delivery performance meets WLA targets.
• Report to the MSCLT on operational performance and infrastructure KPIs as per WLA requirements.
• Manage contract transformation and handover processes, ensuring operational readiness for new or changed contracts.
• Facilitate the handover of resources, services, and activities to the global delivery unit to fulfill or expand WLA scope, ensuring capacity and operational readiness.
• Ensure delivery units operate in alignment with MS EOE processes and Ericsson standard tools, including MSDP.
• Drive Service Delivery Efficiency (SDE) programs through automation initiatives.
• Initiate and drive improvement plans to correct operational or financial performance deviations against global benchmarks and targets.
• Identify delivery performance quality issues within the customer's network and initiate solutions from the Ericsson Product Catalog that generate add-on sales.
• Address delivery performance issues related to the current scope of delivery through governance with the MSCLT.

Qualifications and Requirements

• Proven experience in operational delivery and account management, with direct responsibility for SLAs and WLAs.
• Strong ability to manage virtual teams in a metrics-driven organization and drive the productivity and efficiency of global deliveries.
• Experience in monitoring and reporting on operational and financial performance, and ensuring services comply with contractual SLAs.
• Ability to build and maintain strong internal and external stakeholder relationships, acting as an extension of account management.
• Practical experience with contract transformation, handover processes, and ensuring operational preparedness for new or changed contracts.
• Familiarity with the governance of contract costs and delivery performance against WLA targets.
• Experience in driving improvement plans and service delivery efficiency programs, including automation initiatives.
• Commercial awareness to identify and propose solutions from product catalogs that generate add-on sales.
• Strong problem-solving skills to identify delivery performance issues and address them through governance and operational changes.

Required Skills

• Operational Delivery
• Account Management
• SLA Management
• WLA Management
• Virtual Team Management
• Productivity and Efficiency
• Global Deliveries
• Stakeholder Relationship Management
• Contract Transformation
• Operational Preparedness
• Contract Cost Governance
• Delivery Performance Governance
• Improvement Plans
• Service Delivery Efficiency Programs
• Automation Initiatives
• Commercial Awareness
• Add-on Sales
• Problem-Solving
• Ericsson Standard Tools
• MS EOE Processes

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia. The role involves managing virtual teams and collaborating with global delivery units.

About the Service Manager Role

Talentmatics is seeking a Service Manager to oversee and enhance customer service operations across Saudi Arabia. This role is responsible for driving service performance, achieving key service KPIs, and ensuring the effectiveness of the service team. The Service Manager will execute the service strategy, manage complex escalations, optimize dealer and service partner performance, and deliver a consistent, high-quality customer experience throughout the region. The position requires a proactive leader with a deep understanding of service operations and a commitment to customer satisfaction, playing a crucial role in problem-solving, continuous improvement, and fostering strong relationships with internal teams and external partners.

Key Responsibilities

• Manage the day-to-day customer service and technical service operations across assigned territories within Saudi Arabia.
• Ensure the achievement of critical service KPIs, including Response Time, Time to Repair (TTR), First Time Fix Rate (FTR), Repeat Complaints, and overall Customer Satisfaction.
• Drive consistency in service processes, escalation handling procedures, and reporting mechanisms to maintain high operational standards.
• Act as the primary senior escalation point for resolving complex customer and technical service issues, ensuring timely and effective solutions.
• Build and maintain strong, collaborative relationships with key customers, dealers, and channel partners to foster loyalty and improve service delivery.
• Lead the resolution of chronic issues by conducting thorough Root Cause Analysis (RCA), Post-Incident Reviews (PIR), and implementing effective corrective action plans.
• Monitor and actively improve the performance of dealers and service partners, focusing on manpower deployment, skill development, and overall capability.
• Ensure strict adherence to established service standards, response timelines, and quality expectations by all service partners.
• Support the capability building of dealers and partners through targeted training programs, regular audits, and performance reviews.
• Coordinate effectively with engineering, quality, supply chain, and OEM/GOEM teams to facilitate efficient issue resolution and product improvement.
• Support warranty management processes, failure analysis investigations, and the development and maintenance of service documentation.
• Provide valuable field insights and feedback to internal teams to support product enhancements and process improvements.
• Lead, guide, and mentor service engineers and regional service teams, fostering a culture of productivity, discipline, and customer-centricity.
• Drive the implementation of service initiatives and improvement programs rolled out by leadership, ensuring successful adoption and execution.

Qualifications and Experience

• Proven ability to manage customer escalations effectively.
• Demonstrated experience in managing dealer networks and service partner relationships.
• Experience in conducting Root Cause Analysis (RCA), Post-Incident Reviews (PIR), and generating comprehensive service reports.
• Strong analytical skills to identify trends, diagnose issues, and develop data-driven solutions.
• Effective communication and coordination skills, with the ability to liaise across various internal and external functions.
• A hands-on leadership approach with a strong execution-oriented mindset.
• A customer-focused attitude with a strong sense of ownership for execution and outcomes.
• Decisive and structured problem-solving capabilities.
• Ability to manage effectively under pressure and navigate multiple stakeholder demands.
• 5-10 years of relevant experience.

Required Skills

• Customer Service
• Technical Service
• Service Strategy Execution
• Escalation Handling
• Dealer/Service Partner Performance Management
• Customer Experience Management
• Root Cause Analysis (RCA)
• Post-Incident Review (PIR)
• Corrective Action Plans
• Engineering, Quality, Supply Chain, and OEM/GOEM Coordination
• Warranty Management
• Failure Analysis
• Service Documentation
• Team Leadership
• Product Knowledge
• Service Operations
• Field Service KPIs
• Customer Escalations
• Dealer Networks
• Analytical Skills
• Service Reporting
• Communication Skills
• Coordination Skills
• Leadership
• Execution-Oriented Mindset
• Customer Focus
• Problem-Solving

Work Environment and Travel

This is a full-time position based in Riyadh, Saudi Arabia. The role requires a willingness to travel up to 50% of the time within Saudi Arabia.

About the Role

Remal Al Sharq Investment Company, through its subsidiary Al Wasl Food, is seeking a Food Service Manager to be based in Riyadh. This role is focused on driving commercial growth and expanding market share within the Kingdom of Saudi Arabia. The successful candidate will be responsible for positioning Al Wasl Food as a key partner for major hotel chains, restaurant groups, commercial cafes, and large-scale catering operations.

Al Wasl Food is an importer and distributor of food and beverage products, including rice, sauces, and baking ingredients, serving professional kitchens. Operating under Remal Al Sharq Investment Company, a group focused on strategic growth in key economic sectors of the Kingdom, Al Wasl Food offers a stable and agile work environment.

Key Responsibilities

• Develop and execute commercial strategies to increase sales within the KSA Foodservice and HORECA sectors.
• Identify, secure, and manage B2B partnerships with multi-unit restaurant groups, hospitality chains, and catering companies.
• Drive the adoption of Al Wasl Food's product categories, including rice, oils, sauces, and culinary ingredients, into corporate menus and supply chains.
• Build and maintain executive-level relationships with corporate chefs, F&B directors, and heads of procurement.
• Manage pricing, commercial margins, and marketing investments to ensure profitable sales volume growth.

Qualifications and Requirements

• Saudi Nationals only, in compliance with local regulations.
• A minimum of 5 to 8 years of proven business development and sales growth experience within the KSA Foodservice / HORECA sector.
• An active network of decision-makers in procurement, culinary, and hospitality sectors across the Kingdom.
• Extensive experience handling high-volume food portfolios such as rice, oils, and sauces.

Required Skills

• Expertise in developing and implementing Commercial Strategies.
• Proven ability in Key Account Acquisition and management.
• Proficiency in driving Portfolio Integration of food products.
• Strong Stakeholder Management capabilities, particularly at executive levels.
• Skilled in Financial Performance Management and commercial negotiations.
• Demonstrated success in Business Development and achieving Sales Growth.
• An established Industry Network within the Saudi Foodservice and HORECA sectors.
• Comprehensive Product Knowledge of essential food items.
• Exceptional Corporate Negotiation skills.
• Strong Financial Acumen.
• An Entrepreneurial Mindset coupled with a Target-Driven Mindset.

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia. Candidates will work within a dynamic food sector, supported by the infrastructure of a major investment group. The company fosters a work environment built on trust, motivation, and collaboration. This role offers potential avenues toward future executive positions within the group.

About the Role

HCLTech is seeking a skilled Jira Service Management (JSM) ITSM Developer to join our team in Riyadh, Saudi Arabia. This full-time position is crucial for designing, configuring, and optimizing our enterprise Jira Service Management platform. The role involves building customized workflows across key ITSM areas, bridging the gap between customer-facing support teams and internal software development teams through robust automation, plugin integration, and data migration.

The ideal candidate will be responsible for enhancing user experience, ensuring seamless integration with development tools, and managing critical ITSM processes. This role requires a deep understanding of ITIL frameworks and hands-on experience with Jira Service Management functionalities and associated plugins.

Key Responsibilities

• Design and implement ITSM workflows for Incident Management (IM), Problem Management (PM), Change Management (CM), and Service Request Management.
• Define and implement multi-tier Service Level Agreement (SLA) policies, including response, resolution, and escalation times.
• Develop and manage queue strategies for L1/L2/L3 support teams, configuring SLA metrics aligned with business priorities.
• Configure enterprise integrations, including connecting monitoring tools for incident creation, email-to-ticket creation, and bidirectional Jira integration with development tools like GitHub and Bitbucket.
• Implement Single Sign-On (SSO) and SAML integrations with identity providers.
• Design and optimize the JSM customer portal, implementing Request Types and Forms using ProForma or similar tools.
• Enhance user experience within the JSM portal, potentially utilizing Refined for layout design, navigation, and branding.
• Configure integrations between JSM and Jira Software to facilitate seamless collaboration with development teams.
• Ensure traceability across Incident, Problem, and Change workflows, enabling visibility between development and support processes.
• Integrate Jira Service Management with Confluence, configuring the knowledge article lifecycle (Draft, Review, Publish) and managing portal KB visibility and suggestions.
• Execute data migration using methods such as CSV, CMJ, and REST APIs, including data mapping, transformation, validation, and reconciliation.
• Handle historical data migration in accordance with compliance needs.
• Configure and manage permission schemes, notification schemes, issue security schemes, project configurations, and user/role management across service projects.

Qualifications and Requirements

• Strong experience as a Jira Service Management (JSM) Developer or Administrator.
• Deep understanding of ITIL processes, including Incident, Problem, Change, Request, Asset, and Knowledge Management.
• Proven experience in setting up advanced, multi-tier SLAs and managing Assets for CMDB-like modeling.
• Experience with data migration tools such as CSV imports, Site Import, Configuration Manager for Jira, or REST APIs.
• Strong integration knowledge, including Webhooks, REST APIs, and automation rules, to connect cross-project dependencies.
• Proficiency in configuring and managing permission schemes, notification schemes, issue security schemes, project configurations, and user/role management within service projects.
• Excellent communication, leadership, teamwork, and problem-solving skills.

Technical Skills

• Jira Service Management (JSM) platform development and administration.
• ITIL processes: Incident Management, Problem Management, Change Management, Request Management, Asset Management, Knowledge Management.
• ScriptRunner: Groovy scripting, custom listeners, automation extensions.
• Refined: Portal layout design, navigation, branding.
• Multi-tier SLA policies and Queue management.
• Enterprise integration: Monitoring tools, email, Jira, development tools (GitHub, Bitbucket), identity providers (SSO, SAML).
• UI and Plugin Enhancement: JSM customer portal, Request Types and Forms (ProForma/Forms).
• DevOps & Internal Linking: Jira Software integration, traceability across ITSM processes.
• Knowledge Management Integration: Confluence integration, knowledge article lifecycle management.
• Data Migration: CSV, CMJ, REST APIs, data mapping, transformation, validation, reconciliation.
• Configuration Management: Permission schemes, notification schemes, issue security schemes, project configurations, user and role management.
• Automation rules and Webhooks.

Work Environment and Details

This is a full-time position for a Jira ITSM Developer based in Riyadh, Saudi Arabia. The role requires 2-5 years of relevant experience.

About the Role

W Hotels is seeking an Assistant Manager for its Restaurants in Riyadh, Saudi Arabia. This management position is responsible for overseeing daily restaurant operations, ensuring guest experiences, and fostering a positive work environment. The role involves direct supervision of restaurant and bar areas, and potentially room service, contributing to the food and beverage department's success. As part of Marriott International, W Hotels aims to provide a unique lifestyle experience, embodying the "Whatever/Whenever" service philosophy.

Key Responsibilities

• Assist in the daily supervision of restaurant operations, including restaurants, bars, and room service.
• Support menu planning and ensure adherence to established sanitation standards.
• Provide on-the-floor assistance to servers and hosts during peak meal periods.
• Strive for continuous improvement in both guest and employee satisfaction.
• Identify training needs and implement plans to achieve departmental goals.
• Handle employee questions and concerns, monitoring performance to ensure expectations are met.
• Provide constructive feedback to employees based on observations of service behaviors.
• Supervise daily shift operations and oversee restaurant areas in the absence of the Director of Restaurants or Restaurant Manager.
• Participate in department meetings, communicating departmental goals clearly.
• Ensure all employees have the necessary supplies, equipment, and uniforms.
• Communicate any issues regarding food quality and service levels to the Chef and Restaurant Manager.
• Ensure compliance with all restaurant policies, standards, and procedures.
• Monitor alcohol beverage service in accordance with local laws.
• Manage operations to achieve or exceed budgeted goals.
• Perform duties of restaurant employees and related departments as necessary.
• Open and close restaurant shifts.
• Interact with guests to gather feedback on product quality and service levels.
• Supervise staffing levels to meet guest service, operational needs, and financial objectives.
• Encourage employees to provide excellent customer service within established guidelines.
• Handle guest problems and complaints, seeking assistance from supervisors when needed.
• Strive to improve service performance and set a positive example for guest relations.
• Assist in reviewing comment cards and guest satisfaction results with employees.
• Meet and greet guests.
• Supervise ongoing training initiatives and utilize all available on-the-job training tools for employees.
• Communicate performance expectations in accordance with job descriptions.
• Coach and counsel employees regarding performance on an ongoing basis.
• Provide information to supervisors, co-workers, and subordinates through various communication channels.
• Analyze information and evaluate results to solve problems effectively.
• Recognize good quality products and presentations.

Qualifications and Requirements

• High school diploma or GED; 4 years of experience in the food and beverage, culinary, or related professional area.
• OR a 2-year degree from an accredited university in Food Service Management, Hotel and Restaurant Management, Hospitality, Business Administration, or a related major; 2 years of experience in the food and beverage, culinary, or related professional area.

Required Skills

• Food and Beverage Operations
• Culinary Knowledge
• Guest Satisfaction
• Employee Satisfaction
• Menu Planning
• Sanitation Standards
• Supervision
• Training and Development
• Customer Service Excellence
• Problem Solving
• Human Resources Management

Work Environment and Location

This is a full-time management position located in Riyadh, Saudi Arabia, at Area 1 Al Aqeeq Street, Financial District, Riyadh, Saudi Arabia, 13519. Remote work is not applicable for this role.

Company Commitment

Marriott International is an equal opportunity employer committed to a diverse and inclusive workplace. The company values unique backgrounds and fosters an environment where associates are welcomed and provided with opportunities. Discrimination is not practiced on any protected basis, including disability, veteran status, or other legally protected characteristics.

About the Role

Foodsmith is seeking a dedicated Assistant Manager for its Bakery section in Riyadh, Saudi Arabia. This full-time position reports to the Bakery Project Manager and is integral to the efficient operation of the bakery. The Assistant Manager will oversee daily operations, ensure product quality, manage inventory, and lead the bakery team to meet production and sales targets. This role supports the Bakery Manager in maintaining high standards of quality, safety, and efficiency, contributing to the overall profitability of the bakery.

Key Responsibilities

• Promote and act in a manner consistent with the mission of Foodsmith.
• Assist the Manager in overseeing daily bakery operations, supervising staff, and coordinating production levels.
• Oversee and participate in the daily production of breads, pastries, cakes, and other baked goods, ensuring consistency and adherence to recipes.
• Manage inventory, track ingredient levels, place orders for supplies, and review supplier documentation to prevent shortages.
• Collaborate with the Head Baker and management to develop new menus and create recipes based on market trends, customer feedback, and ingredient availability.
• Ensure compliance with food safety protocols, sanitization standards, and quality control of baked goods, including maintaining temperature logs and personal hygiene standards.
• Train new hires, manage staff schedules, and address employee performance issues.
• Handle customer inquiries, manage special orders, and resolve complaints effectively.
• Track production data, update schedules, and prepare reports for the Manager.
• Assist in achieving sales targets by analyzing trends, tracking inventory, and implementing promotions.
• Ensure operational efficiency, quality, and safety compliance through effective staff training and oversight.

Qualifications and Requirements

• A minimum of 2 years of prior experience in a bakery, café, or food service environment is essential.
• Proven ability to lead or supervise a team effectively.
• Previous experience in E-commerce is highly advantageous.
• Fluency in English is a mandatory requirement.
• A valid Saudi Driving License is required.
• Familiarity with health, safety, and sanitation regulations is necessary.
• Strong organizational and time-management skills are needed to handle fast-paced environments.
• Basic communication skills, the ability to multitask, and a proactive, professional demeanor are expected.
• Must be punctual and trustworthy.
• Must be able to work effectively under pressure.

Required Skills

• Inventory Management
• Production Scheduling
• Staff Training
• Quality Control
• Food Safety Compliance
• Order Management
• Customer Inquiry Handling
• Sales Target Achievement
• Team Leadership
• E-commerce understanding
• Proficiency with POS systems, inventory software, and scheduling tools.
• Proficiency in MS Excel and MS Word.
• General Computer Skills.

Work Environment and Details

This is a full-time position based in Riyadh, Saudi Arabia. The role involves working within the Bakery section of Foodsmith, reporting directly to the Bakery Project Manager. The position requires a commitment to maintaining high standards in a dynamic food service environment.

About the Role

Hyatt Regency Riyadh-Olaya is seeking a Front Office Manager to oversee all Front Office operations. This role is responsible for ensuring high standards of guest service, operational efficiency, and adherence to the hotel's brand standards. The Front Office Manager will collaborate with the Director of Rooms to deliver the brand promise across the Front Desk, Front Services, Communications Centre, Business Centre, and Regency Club.

Key Responsibilities

• Oversee daily Front Office operations to ensure efficient service delivery.
• Supervise the functions of the Front Desk, Concierge, Bell Services, Valet/Parking, Communication Centre, and Business Centre.
• Manage Regency/Grand Club operations to enhance guest experiences.
• Ensure strict compliance with all hotel standards, policies, and procedures.
• Deliver exceptional guest service and focus on guest satisfaction at all touchpoints.
• Professionally handle VIP arrivals, special requests, and guest complaints.
• Monitor guest feedback and implement service improvement initiatives.
• Lead, train, and develop the Front Office team to foster a culture of excellence.
• Conduct performance evaluations and provide continuous coaching to team members.
• Foster a positive work environment that promotes teamwork and service excellence.
• Ensure appropriate staffing levels and efficient shift scheduling to meet operational demands.
• Utilize Opera Cloud PMS for all reservations, check-in/check-out processes, room allocation, billing, and reporting.
• Ensure accurate data entry and adherence to all system procedures within Opera Cloud PMS.
• Train staff on the effective use of Opera Cloud PMS and ensure best practices are followed.
• Manage the departmental budget and control operating costs.
• Monitor daily revenue reports, room occupancy rates, and forecasts.
• Ensure proper cash handling, billing accuracy, and adherence to audit compliance.
• Support revenue optimization strategies in coordination with Revenue and Reservations teams.

Qualifications and Requirements

• A Bachelor's degree in Hospitality Management or a related field is preferred.
• A minimum of 3 to 5 years of experience in Front Office operations, including supervisory or managerial roles.
• Proven experience with Opera Cloud PMS is mandatory.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Ability to work effectively under pressure in a fast-paced hospitality environment.
• Fluency in English is required; proficiency in additional languages is considered an advantage.

Required Skills

• Opera Cloud PMS
• Leadership
• Guest Service
• Operations Management
• Team Management
• Communication
• Problem-solving
• Decision-making

Work Environment and Details

This is a full-time position for a Front Office Manager (Saudi National) at Hyatt Regency Riyadh-Olaya in Riyadh, Saudi Arabia. The role requires 2-5 years of relevant experience.

About the Role

W Hotels is seeking a Manager-Housekeeping to oversee daily operations within the housekeeping, recreation/health club, and laundry departments. This management position is responsible for maintaining the cleanliness and organization of guest rooms, public areas, and staff spaces. The role involves leading and collaborating with team members to ensure guest satisfaction and adherence to operational budgets.

Key Responsibilities

• Oversee the daily operations of the housekeeping, recreation/health club, and laundry departments.
• Lead and collaborate with staff to ensure the cleanliness and tidiness of hotel guest rooms, public areas, and staff areas.
• Conduct inspections and implement corrective actions as needed.
• Assist in ensuring guest and staff satisfaction while maintaining operational budgets.
• Communicate and ensure timely delivery of guest room status to the front desk.
• Conduct daily room inspections and obtain room cleaning checklists.
• Prepare lists for check-out or vacant rooms to facilitate work assignments.
• Maintain an inventory of cleaning supplies to verify adequate stock.
• Support and oversee the effective inspection of all guest rooms and public areas.
• Understand the impact of departmental operations on the hotel's overall financial goals and strive to meet or exceed budget targets.
• Ensure all staff members have appropriate supplies, equipment, and uniforms.
• Communicate to staff the aspects that require attention and follow up to ensure understanding.
• Supervise daily housekeeping operations and ensure adherence to all housekeeping policies, standards, and procedures.
• Participate in departmental meetings and continuously communicate information regarding departmental goals to generate desired performance.
• Utilize all available in-house training tools to train new housekeeping service staff and provide refresher training as needed.
• Establish and maintain open, collaborative relationships with staff and ensure staff do the same.
• Schedule staff according to business needs and track staff time and attendance.
• Ensure staff understand expectations and contributing factors.
• Ensure hotel policies are consistently executed, completing all necessary procedures and documentation according to Standard Operating Procedures (SOPs) and Local Standard Operating Procedures (LSOPs), and supporting the peer review process as applicable.
• Supervise staff scheduling, ensuring guest services, operational needs, and financial targets are met.
• Observe staff service performance and provide individual and/or team feedback.
• Ensure all staff are scheduled for all shifts.
• Participate in ongoing staff development planning.
• Seek staff feedback, utilize the "Open Door" policy, and review staff satisfaction results to identify and resolve staff issues or concerns.
• Participate in the progressive discipline process for staff.
• Celebrate successes and publicly recognize team members' contributions.
• Establish positive relationships with guests.
• Understand the brand's service culture.
• Participate in the development and implementation of corrective action plans to improve guest satisfaction.
• Empower staff to deliver exceptional guest service.
• Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
• Respond to and handle guest issues and complaints.
• Strive to improve service performance.

Qualifications and Requirements

• High School Diploma or GED; OR 2 years of experience in housekeeping or a related field.
• Alternatively, a two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality Management, Business Administration, or a related major; no work experience required.

Required Skills

• Proficiency in communication and interpersonal skills.
• Ability to manage and motivate a team.
• Strong organizational and time management skills.
• Attention to detail in maintaining cleanliness standards.
• Understanding of financial management and budgeting principles.
• Commitment to delivering exceptional guest service.
• Knowledge of hotel policies, standards, and procedures.

Work Environment and Details

This is a full-time management position located in Riyadh, Saudi Arabia. The role requires 0-1 year of experience. The job category is Housekeeping & Laundry.