# Technical Service Delivery Manager

**Company:** [Müller`s Solutions](http://jobs.workable.com/companies/gm11uMvT8uVyoZ4ML8WEiM.md)
**Location:** Riyadh, Saudi Arabia
**Workplace:** on site

[Apply for this job](http://jobs.workable.com/view/5aa4bcba-1d82-4cfc-b1d5-dd441e21e18a)

## Description

Muller's Solutions is seeking an experienced **Service Delivery Manager** to lead and oversee managed IT services across Service Desk, Field Support, and Inventory Management functions. The ideal candidate will ensure high-quality service delivery, drive operational excellence, manage distributed teams, and maintain strong stakeholder relationships while meeting agreed SLAs and KPIs.

### **Key Responsibilities**

-   Drive SLA and KPI achievement and provide regular service performance reports to senior stakeholders.
-   Lead and govern Service Desk, Field Support, and Inventory Management teams.
-   Coordinate managed service delivery across multi-vendor and cross-functional teams.
-   Manage team scheduling and workforce planning for shift-based operations.
-   Develop and execute individual development plans for team members.
-   Ensure effective incident, problem, and escalation management through structured governance.
-   Identify opportunities to improve service delivery processes and operational efficiency.
-   Build and maintain strong relationships with internal and external stakeholders.
-   Communicate effectively with technical teams, business users, and senior management.
-   Lead operational problem-solving initiatives and drive continuous service improvement.

## Requirements

-   Bachelor's degree in Engineering, Information Technology, Computer Science, or a related field.
-   **ITIL V4 Foundation Certification** (Mandatory).
-   Proven experience managing **30+ member managed service teams** across multiple locations.
-   Experience managing **shift-based IT support operations**.
-   Strong knowledge of **IT Service Management (ITSM)** processes and best practices.
-   Hands-on experience with **ServiceNow** or similar ITSM platforms.
-   Expertise supporting endpoint technologies, including:

-   Laptops and desktops
-   Mobile devices
-   Meeting room and collaboration systems

-   Experience coordinating services across multi-vendor environments.
-   Strong leadership, people management, and coaching skills.
-   Excellent stakeholder management and communication skills.
-   Strong analytical, problem-solving, and decision-making abilities.
-   Ability to drive operational excellence and continuous improvement initiatives.