IT Solutions Service Delivery Manager

Job description / Role

Our client, an international IT company providing enterprise solutions to public and private transport organisations requires an Arabic speaking Service Delivery Manager to join in Riyadh, KSA.

All of their solution sales include an element of system integration, which involves data integration, configuration and client-specific customisations (which may involve interfaces to other systems). The Service Delivery & Service Level Agreement (SLA) Manager works to the ITIL Service Management framework and is responsible for:
• Management of local Service Desk (and / or third parties) staff to deliver effective services in line with contractual expectations.
• Ensuring that local resources are aligned to respond to Incidents and deliver to contractual Service Level Agreement expectations.
• Producing and analysing reports on Service Metrics as required to support management teams and Service Level Agreements (SLA’s).
• Ensuring that effective processes and procedures are implemented within the local help desk.
• Continual review and assessment of processes and procedures to identify and implement areas of improvement.
• Representing the company at Service Level Review Meetings with the customer.
• Interfacing with local third party service providers to support Operations

Requirements

Suitable candidate will have a Degree (ideally) in a relevant technical discipline (IT software/systems, Transportation or Engineering) and a strong technical/engineering background. ITIL V3 certification at foundation level or above (ideally) with detailed knowledge and experience of Incident Management within an IT environment, dealing with developing, planning, implementing and maintaining Problem and Change Management activities.

• Experience of working with a fault management system (e.g. Remedy / IET) and adept in the use of Microsoft Office.
• Experience of IBM Maximo (desirable)
• Excellent communication, organisation & influencing skills.
• Ability to work to tight deadlines and to prioritise workloads.
• Excellent analytical problem solving / decision making skills.
• Ability and willingness to travel abroad as required
• Fluent in Arabic (verbal and written) and culturally aware.
• Fluent in English (verbal and written) and culturally aware.

About the Company

At Hays, we invest in lifelong partnerships that empower people and businesses to succeed. With over 50 years’ success under our belts and a workforce of 10,000+ people across 32 countries, we’ve evolved to put our customers at the heart of everything we do.

So much more than a specialist recruitment business, what really sets us apart is our knowledge through scale, deep understanding and our ability to meaningfully innovate for our customers. By providing advice, insights and expertise on issues you face today in the fast-paced world of work, we help you make the right decisions for tomorrow.

Offering an unrivalled suite of recruitment and workplace solutions, whether you’re looking for what’s next in your career, or have a gap to fill, we’ll help you get where you want to go.

You can rely on us to deliver today and help you plan for tomorrow.