Service Delivery Manager (IT) - Saudi National Only

Purpose of the job

Accountable for ensuring that all IT services meet their operational KPIs so that the business can deliver its commercial targets, and oversees the day to day delivery of all IT systems and operational processes, delivering the appropriate quality of service.

Key Accountabilities

• Day to Day Service

Agrees appropriate service levels for all operational systems with every business area, sets up effective reporting, and continually monitors these services, addressing any degradation within the defined service levels. Maintains constant dialogue with business areas during times of disruption. Reviews trends in service and takes steps to address any areas of concern.

• Infrastructure

1. Plan, organize, and manage all infrastructure to ensure continued stable operations of all systems. This includes developing, maintaining, supporting, and optimizing key functional areas, e.g. network infrastructure, server infrastructure, data communications and telecommunications systems.

• User Support 

1. Maintain high performing service support functions including ICT Service Desk, Desktop support and support management team. Owns the resolution of incidents and leads processes for managing amendments to services (e.g. changes, moves & new users).

• People Management 

1. Manage the Service delivery team, ensuring it is always appropriately resourced. Leads the team in line with SADAFCO HR policies.

• Performance & SecurityEnsure compliance to documented and approved information security policies, procedures and guidelines. Participate in technical research and development to enable continuous innovation within Infrastructure.

1. Review, monitor, and administer the regular audit reports, in order to verify systems are in healthy condition.
2. Capacity 
3. Accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.

• Projects & Service Transition

1. Work closely with Plan, Build, Architecture & Security to ensure smooth project delivery and service transition.
2. Contingency Test 
3. Exercise contingency on-site and off-site test together with other ICT personnel in line with the approved documented procedure.
4. Inventory & Procurement
5. Manage ICT hardware and software inventory. Coordinate with Procurement departments and internal ICT personnel to enable procurement. Follow up suppliers and accounts on delivery and payments.

Job Requirements

• Educational level: Bachelor Degree in IT.
• Specific diploma/ courses: e.g. Microsoft, CISCO, ITIL
• Minimum 7 years of relevant working experience in IT, of which at least 3 must be managing a comparable IT support operation. Experience with local market service providers for hardware & network support.
• Understanding of network component
• Understanding of multi-tier software applications consisting of web servers, application servers, database servers, Microsoft Office and other common business productivity software.
• Good understanding of Change Management, Request Fulfilment and Incident Management.
• History of managing teams that are geographically diverse
• Proven experience to lead IT Service Desk Team
• Technical knowledge of desktop computers, printers and other accessories.
• Good knowledge and experience of operating Disaster recovery, virtualization and cloud
• Good knowledge and experience of SAL (Service Level Agreements) and Service Cost
• Languages : English, Arabic: fluent

• Exceptional problem-solving skills.
• Able to efficiently and effectively solve problems regarding system errors or usage issues
• Able to deploy common troubleshooting techniques against system logs, traces, Windows Performance Monitor, etc.
• Good oral and verbal communication skills
• Service minded and customer focused
• Ability to handle stressful situations with perseverance and professionalism
• Ability to multi-task efficiently
• Strong organization and management skills, with the ability to prioritize and delegate
• Flexible
• Detail-oriented high performer
• Ability to build effective teams