Service Delivery Manager

Driving enterprise IT service delivery excellence, operational performance management, and client satisfaction in Riyadh, Saudi Arabia, Lucid Investment Company is actively seeking an accomplished Service Delivery Manager for a premier onsite professional engagement. In this vital leadership role, you will take full operational ownership of service level agreements (SLAs), operational KPI tracking, incident and problem management governance, and cross-functional service desk operations.

Bringing extensive hands‑on experience in IT service management (ITSM) leadership and enterprise service delivery, you will empower global clients in Saudi Arabia to achieve uncompromised service availability, optimized operational workflows, and exemplary customer satisfaction. This prestigious career opportunity offers competitive remuneration, high executive visibility, and professional growth within a premier IT staffing and corporate investment enterprise.

As a Service Delivery Manager supporting Lucid Investment Company on an onsite basis in Riyadh, Saudi Arabia, you will take full operational, tactical, and strategic ownership of service desk management, SLA compliance monitoring, major incident response, and continuous service improvement plans (CSIP). Your day-to-day responsibilities include managing delivery teams, conducting regular service review meetings with enterprise stakeholders, analyzing operational metrics and KPI reports, enforcing ITIL best practices across incident, problem, and change management, collaborating with technical platform leads, and interacting directly with senior recruitment leaders like Mohammed Abdul Azeez.

• Direct and oversee end‑to‑end enterprise IT service delivery operations, service desk functions, and incident management life cycles.
• Monitor, measure, and report on Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and key performance indicators (KPIs).
• Lead major incident management (MIM) responses, root cause analysis (RCA) reviews, and problem resolution workflows.
• Enforce ITIL v4 best practices across incident management, problem management, change management, and asset management processes.
• Conduct regular service review meetings, operational debriefs, and strategic alignment sessions with enterprise clients and executive stakeholders.
• Drive continuous service improvement plans (CSIP), process automation initiatives, and operational efficiency enhancements.
• Manage team performance, resource allocation, shift rosters, mentoring, and professional development for service delivery personnel.
• Maintain meticulous service delivery reports, SLA compliance logs, incident audit trails, and operational governance documentation.

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related discipline.
• Minimum of 7+ years of progressive professional experience in IT service management, with at least 3+ years in a senior delivery management role.
• Mandatory ITIL v4 Managing Professional (MP) or ITIL Service Manager certification.
• Strong, demonstrable operational expertise in SLA management, incident governance, and ITIL framework implementation.
• Comprehensive working knowledge of enterprise ITSM platforms, specifically Service Now ticketing and service catalog modules.
• Deep practical experience in client relationship management, executive reporting, and service delivery financial budgeting.
• Exceptional analytical problem-solving aptitude, crisis management capabilities, and professional stakeholder communication skills.
• Mandatory legal work authorization, valid transferable Iqama, and physical residency in Saudi Arabia for immediate…