Managed Services Delivery Manager

Role overview

This position combines two critical mandates: first, to design the operating framework for recurring client services, and second, to directly oversee live time-and-materials and managed services work so delivery, service levels, and invoicing continue without interruption while that framework is being established.

The role is based in Riyadh, Saudi Arabia, and sits within a multi-country delivery environment spanning KSA, India, and Egypt. It requires someone who can build governance and processes from the ground up while also managing active client engagements with commercial accountability.

Infrastructure build

• Create and formalize the SLA definition and agreement workflow for new operational managed services engagements, aligned with ISO/IEC 20000-1 service categories such as availability, response time, resolution time, quality, and output, and structured to protect the company’s commercial position.
• Develop the client enablement template and process for T&M engagements, including billable-day rules, approval ownership, exception handling, and the non-withholding clause.
• Design the mobilization checklist and minimum standard for both production and management roles, covering client sign-off, rate and SLA confirmation, system access, and compliance paperwork.
• Put in place change request governance for managed services, with formal logging, classification, pricing based on the Master Price List, and client approval before billing when applicable.
• Document all of the above as a controlled SOP set and maintain it in the central SharePoint repository with version control.

Live engagement management

• Take ownership of a defined portfolio of active T&M and/or managed services engagements as soon as the role begins.
• Lead the monthly timesheet governance cycle for T&M work, including data preparation, Level 1 and Level 2 follow-ups, daily rate application, and preparation of delivery notes within required timelines.
• Track SLA performance across managed services accounts in the portfolio, escalate to Technology before a breach occurs, and prepare service-period reporting.
• Run the delivery note approval process end to end by checking against the rate card or PO, securing client signatures, and transferring the signed package to Finance on time.
• Serve as the primary escalation contact for client service concerns, timesheet disputes, and delivery issues within the assigned portfolio.
• Identify engagements that carry unacceptable delivery risk and formally raise concerns, including recommending that risky scope be declined or restructured before commitment.

Mobilization

• Coordinate onboarding of new resources to live engagements, ensuring client approval of profiles, written rate or SLA confirmation, and completion of Iqama, GOSI, and WPS documentation before billable work starts.
• Arrange delivery setup for new mobilizations across onsite and offshore locations, including system access, VPN, workspace readiness, and working-time arrangements, all verified before go-live.
• Partner with HR and Technology so that management and governance roles, not only production staff, are briefed and assigned before the engagement begins.

Reporting and continuous improvement

• Maintain live visibility of utilization, recovery days, and SLA status across the portfolio and support the Portfolio Manager’s consolidated view.
• Provide engagement data and lessons learned to support the 90-day capacity forecast and future proposal costing.
• Spot repeated process weaknesses during delivery and feed improvements back into the operating SOPs so the role strengthens the framework it works within.

Requirements

Applicants should bring 6 to 10 years of experience in IT services delivery, managed services operations, staffing or T&M operations, or other recurring service-delivery environments. The background should include direct ownership of live client work with commercial responsibility, rather than only project coordination.

Experience establishing a process or function from the beginning is strongly preferred, since the role is partly a build assignment and partly an operational management role. Familiarity with both onsite and offshore delivery models will be an advantage in a setup covering KSA, India, and Egypt.

A solid understanding of SLA frameworks is expected, with preference for exposure to ISO/IEC 20000 or ITIL service management concepts. Candidates should also be comfortable with timesheet control, billing governance, and delivery-note workflows that protect revenue from leakage.

Hands-on exposure to ticketing or service management tools such as Freshservice, Jira Service Management, or similar platforms is required for change request and SLA tracking. Working knowledge of Saudi labor compliance touchpoints such as Iqama, GOSI, WPS, and Qiwa is also needed so coordination with HR can happen smoothly.

The right person must be able to balance building new processes while keeping existing commitments on track, escalate risks early and clearly, and produce concise, factual written updates that senior leaders and clients can act on quickly. Comfort with ambiguity is important, but it should not lead to delivery gaps.

Preferred certifications

ITIL Foundation, PMP or a comparable project/service management certification, and Lean Six Sigma Yellow Belt or Green Belt are preferred but not mandatory at entry.

Additional information

This is a full-time onsite role in Riyadh. The remit includes both governance design and operational execution, with an expectation to improve the standard operating procedures over time rather than simply follow them.