Service Delivery Manager

4 октября 2026 г.

Удалённо

Senior

Paris, Saudi Arabia

Стоит учесть

Английский обязателен

Описание

Muller's Solutions, a technology and consulting company delivering IT solutions across the EMEA region, is hiring an experienced Service Delivery Manager to work in Saudi Arabia, with mandatory experience in the airline/aviation industry. The role covers end-to-end IT service delivery for airline clients, SLA and KPI compliance, client relationships and coordination of technical and operational teams. The manager also handles incidents, escalations, service reviews and performance reporting, supporting ITIL-based service management processes.

Обязанности

Manage end-to-end IT service delivery for airline/aviation clients
Act as the primary point of contact for clients and key stakeholders
Ensure services are delivered according to agreed SLAs, KPIs, and quality standards
Monitor service performance and identify opportunities for continuous improvement
Coordinate with technical, operational, and support teams to resolve service issues
Manage incidents, problems, escalations, and service requests
Prepare and present service performance reports to clients and management
Conduct regular service reviews and stakeholder meetings
Identify risks and implement corrective and preventive actions
Ensure effective communication between business stakeholders and technical teams
Support ITIL-based service management processes and best practices
Manage escalations and ensure timely resolution of critical issues

Требования

Mandatory: Proven experience working within the Airline/Aviation industry
Proven experience as a Service Delivery Manager or in a similar IT service management role
Strong knowledge of IT Service Management / ITIL principles
Experience managing SLAs, KPIs, service performance, and escalations
Strong stakeholder and client management skills
Experience coordinating cross-functional technical and operational teams
Excellent communication and presentation skills
Strong problem-solving and analytical abilities
Ability to manage multiple priorities in a fast-paced environment
Excellent English communication skills
Preferred: ITIL certification
Preferred: Experience with airline IT systems, aviation technology, or airport environments
Preferred: Experience managing large-scale IT services or enterprise clients
Preferred: Experience working with international or EMEA-based clients

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