Service Delivery Manager

About Müller's Solutions

We are a leading Tech consulting firm specializing in SAP implementation and support, Tech Outsourcing, Managed Services and Global Tech Recruitment. 

Our offices are located in Germany, Saudi Arabia, United Arab Emirates and Egypt. 

With a global presence and a diverse talent pool, we deliver innovative solutions that fuel progress and drive success. Trusted by many organizations locally, regionally. We empower businesses to optimize operations, unlock top talent, and streamline processes.

What about the role? 

As a Service Delivery Manager, you will be responsible for overseeing the delivery of services to clients, ensuring high levels of customer satisfaction and adherence to service level agreements (SLAs). Your role involves managing service delivery teams, establishing processes, and fostering strong client relationships.

This is a full-time on-site role based in Riyadh. 

What about the role responsibilities?

• Client Relationship Management:Serve as the primary point of contact between the organization and clients.Build and maintain strong, long-term relationships with clients, understanding their needs and expectations. Regularly communicate with clients to provide updates, gather feedback, and address concerns.

• Service Delivery Oversight: Oversee the end-to-end delivery of services to clients, ensuring compliance with SLAs and quality standards. Monitor key performance indicators (KPIs) to track service delivery metrics and identify areas for improvement. Implement strategies to enhance service delivery efficiency and effectiveness.

• Team Leadership and Management: Lead and manage a team of service delivery professionals, providing guidance and support. Define roles and responsibilities within the team, fostering a collaborative and results-oriented culture. Conduct performance reviews, set goals, and provide coaching to team members.

• Process Improvement: Establish and optimize service delivery processes to enhance efficiency and quality. Identify and implement continuous improvement initiatives to streamline workflows. Collaborate with cross-functional teams to address process bottlenecks and challenges.

• Escalation Management: Handle and resolve escalated issues, working closely with internal teams to address challenges. Develop and implement escalation procedures to ensure prompt and effective issue resolution. Communicate effectively with clients during escalations, providing transparent updates and solutions.

• Contract Management: Ensure that service delivery aligns with contractual agreements and SLAs. Collaborate with legal and sales teams during contract negotiations and renewals. Monitor contract performance and initiate contract modifications as needed.

• Performance Reporting: Prepare and present regular performance reports to clients and internal stakeholders. Analyze performance data to identify trends, areas for improvement, and opportunities for innovation.Provide insights and recommendations based on performance analysis.

• Training and Development: Identify training needs within the service delivery team and coordinate relevant training programs. Foster a culture of continuous learning and skill development among team members.

What should you have to fit in this role? 

• Proven experience in service delivery management, preferably in the IT or technology industry.

• Strong leadership and people management skills.

• Excellent communication and interpersonal abilities.

• Analytical mindset with a focus on process improvement.

To succeed in this role, it's nice to have: 

• Experience with service delivery tools and platforms.

• Knowledge of relevant industry regulations and compliance standards.

• Previous experience in contract negotiation and management.

Preferred Technical And Professional Expertise

• Professional certifications in service management (e.g., ITIL, PMP).

• Bachelor's or Master's degree in business, management, or a related field.