IT Service Delivery Group Manager
Listed on 2026-08-06
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IT/Tech
IT Support, IT Project Manager, Systems Administrator
Albawani is one of the leading construction and contracting companies in Saudi Arabia. Established in 1991, the company has grown from a small civil works contractor into a major diversified group with operations across construction, infrastructure, engineering, water and power, and industrial services. Headquartered in Riyadh, Albawani is recognized for delivering large-scale commercial, healthcare, educational, and government projects throughout the Kingdom.
Albawani is known for its strong commitment to quality, safety, and innovation, holding several international ISO certifications and a Class-1 contractor ranking in Saudi Arabia.
Job Title: IT Service Delivery Group Manager
Department: Technology Infrastructure & IT Operations
Role Purpose:
The Service Delivery Group Manager is responsible for leading and managing end‑to‑end L1/L2 IT service operations to ensure high-quality, timely, and consistent technical support across the organization. The role ensures SLA compliance, manages VIP/VVIP support frameworks, oversees IT resources across multiple sites, and drives continuous improvement initiatives to enhance service performance and customer satisfaction.
Key Duties & Responsibilities:
- Lead daily L1/L2 technical support operations.
- Ensure efficient ticket handling, escalation, and resolution processes.
- Oversee 24/7 service continuity through rotational shifts.
- Provide operational oversight for 40+ site IT support resources.
- Own SLA delivery and performance metrics (70% FCR, 95% SLA compliance).
- Monitor service performance dashboards and operational KPIs.
- Manage and maintain the VIP/VVIP support model.
- Serve as escalation owner for P1/VVIP incidents.
- Lead service improvement initiatives across support teams.
- Identify operational gaps and propose technology/process enhancements.
- Work closely with IT Director for 24x7 operational coordination.
- Collaborate with cross-functional teams (Infrastructure, Applications, Projects).
Job Requirements:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 10 +years of experience in IT service operations or service delivery roles.
- ITIL Foundation certification required (ITIL Intermediate is an advantage).
- Proficiency in ITSM platforms (e.g., Service Now, BMC Remedy, Fresh service).
- Strong understanding of ITSM frameworks (ITIL).
- Experience managing L1/L2 support teams and high-volume ticket environments.
- Proven background in SLA management and service performance optimization.
- Experience handling VIP/VVIP support and P1 incident escalations.
- Ability to lead cross-functional teams and manage multi-site operations.
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