Senior Service Delivery Manager

Job Title:
Senior Service Delivery Manager – L2 Application Support (Software Services)

Location:

Riyadh

Department: IT / Application Support Services

Reports To:

Head of Delivery / Program Director

Job Type: Full-Time

We are looking for a Senior Service Delivery Manager (SDM) to lead the delivery and performance of Level 2 (L2) application support services for key enterprise clients. The Senior SDM will be responsible for service governance, client engagement, SLA compliance, and continuous improvement of service delivery processes. This role requires a seasoned leader with a strong technical background and excellent stakeholder management skills, capable of managing large-scale software support operations across technologies such as Java, .NET,

and enterprise platforms.

• Own and manage end-to-end L2 service delivery for critical software systems.
• Define service models, SLAs, and performance targets in collaboration with clients and internal teams.
• Develop and lead service improvement plans, automation initiatives, and innovation in support delivery.

• Serve as the primary contact for senior client stakeholders and account teams.
• Conduct service review meetings, present performance metrics, and manage escalations.
• Align delivery with contractual obligations and client expectations.

• Lead a cross-functional team of L2 engineers, team leads, and coordinators.
• Ensure proper resourcing, shift planning, and workload balancing across teams.
• Mentor junior SDMs and team leads to grow their delivery and management capabilities.

• Oversee accurate and timely reporting on SLA adherence, ticket trends, and root cause analysis.
• Ensure compliance with ITIL practices and company quality standards.
• Support audits, governance activities, and risk management processes.

• Collaborate with L3 support, development, Dev Ops, and infrastructure teams for complex issue resolution.
• Drive post-incident reviews and problem management efforts for permanent fixes.
• Support knowledge management and training efforts across delivery teams.

• Bachelor’s degree in Computer Science, Engineering, or a related discipline;
  Master’s degree preferred.
• 8+ years of experience in IT service delivery, including at least 3 years in a senior management or leadership role.
• Strong understanding of L2/L3 application support processes for Java, .NET, and enterprise systems.
• Proven experience managing large client accounts and global delivery teams.
• Familiarity with ITSM tools (Service Now, JIRA), reporting platforms, and ticket management systems.
• ITIL certification required; PMP or other leadership credentials are a plus.

• Excellent stakeholder management and communication skills.
• Analytical and strategic thinking with strong decision-making ability.
• Proficient in handling complex escalations and high-severity incidents.
• Experience in budgeting, forecasting, and resource planning.
• Ability to manage hybrid teams and multi-location delivery setups.