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
Job Summary
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.
Key Responsibilities
1. Strategic Service Management:
- - 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.
2. Client & Stakeholder Engagement:
- - 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.
3. Team & Operations Leadership:
- - 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.
4. Reporting & Compliance:
- - 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.
5. Technical Collaboration:
- - Collaborate with L3 support, development, DevOps, 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.
Qualifications
- - 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 (ServiceNow, JIRA), reporting platforms, and ticket management systems.
- - ITIL certification required; PMP or other leadership credentials are a plus.
Key Skills
- - 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.
