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Service Delivery Manager
Negotiable
Khobar · Posted 1d ago · 1 views
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Description
We are looking for an experienced Service Delivery Manager to lead end-to-end delivery of IT infrastructure, application, and support services. You will oversee data center operations, networks, security, enterprise databases, and a multi-tier service desk, while driving process re-engineering, quality, and a strong user experience. This role bridges technical operations and business needs, including finance systems built on Oracle technologies.
Key Responsibilities
Service Delivery and Operations
Own delivery of IT services against agreed SLAs, OLAs, and KPIs, and report performance to senior management
Manage first- and second-level service desk and field support teams, including maintenance and repair of electronic devices
Administer and configure the service management system (incident, request, change, problem, asset, CMDB)
Lead continual service improvement and process re-engineering initiatives
Data Center and Infrastructure
Oversee data center operations and DCIM systems (capacity, power, cooling, asset tracking, monitoring)
Manage wired and wireless networks, ensuring availability, performance, and scalability
Direct network security operations, including firewalls, access control, vulnerability management, and incident response
Oversee virtualization platforms and operating systems (Windows/Linux)
Ensure robust backup, disaster recovery, and business continuity plans, with regular testing
Database and Middleware
Supervise administration of Oracle Database, Microsoft SQL Server, Oracle REST Data Services (ORDS), and Oracle WebLogic Server
Ensure performance tuning, patching, high availability, and security of data platforms
Application Development and Quality
Guide systems analysis, design, and delivery of front-end and back-end solutions and smart device applications
Oversee development and support of Oracle Forms, Oracle Reports, and PL/SQL applications
Promote DevOps practices, CI/CD, and quality assurance and testing standards
Ensure applications meet accrual-basis accounting requirements in collaboration with finance stakeholders
Champion user experience (UX) in all digital services
Leadership and Governance
Lead, coach, and develop cross-functional technical teams
Manage vendors, contracts, and third-party service providers
Maintain compliance with ITIL, ISO 20000, ISO 27001, and internal audit requirements
Manage budgets, capacity planning, and risk registers
Required Qualifications
Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field
8+ years of IT experience, including 3+ years in a service delivery or team leadership role
Hands-on knowledge of data center operations, DCIM, networking (wired/wireless), and network security
Experience with virtualization, operating systems, backup, and disaster recovery
Strong experience with Oracle Database, MS SQL Server, ORDS, and WebLogic
Working knowledge of Oracle Forms, Reports, and PL/SQL
Experience administering a service management platform (e.g., ServiceNow)
Understanding of accrual-basis accounting in application requirements
Proven background in systems analysis, process re-engineering, and DevOps/QA practices
Excellent communication, stakeholder management, and problem-solving skills
Preferred Qualifications
ITIL 4 certification (Foundation or higher)
PMP, PRINCE2, or Agile certifications
Oracle, Microsoft, or network certifications (OCP, CCNA/CCNP, etc.)
Experience with mobile and smart device app development
Experience in large enterprise or government environments
What We Offer
Competitive salary and benefits package
Opportunities for professional development and certification
A collaborative, innovation-driven work environment
Exposure to large-scale, mission-critical systems
Key Responsibilities
Service Delivery and Operations
Own delivery of IT services against agreed SLAs, OLAs, and KPIs, and report performance to senior management
Manage first- and second-level service desk and field support teams, including maintenance and repair of electronic devices
Administer and configure the service management system (incident, request, change, problem, asset, CMDB)
Lead continual service improvement and process re-engineering initiatives
Data Center and Infrastructure
Oversee data center operations and DCIM systems (capacity, power, cooling, asset tracking, monitoring)
Manage wired and wireless networks, ensuring availability, performance, and scalability
Direct network security operations, including firewalls, access control, vulnerability management, and incident response
Oversee virtualization platforms and operating systems (Windows/Linux)
Ensure robust backup, disaster recovery, and business continuity plans, with regular testing
Database and Middleware
Supervise administration of Oracle Database, Microsoft SQL Server, Oracle REST Data Services (ORDS), and Oracle WebLogic Server
Ensure performance tuning, patching, high availability, and security of data platforms
Application Development and Quality
Guide systems analysis, design, and delivery of front-end and back-end solutions and smart device applications
Oversee development and support of Oracle Forms, Oracle Reports, and PL/SQL applications
Promote DevOps practices, CI/CD, and quality assurance and testing standards
Ensure applications meet accrual-basis accounting requirements in collaboration with finance stakeholders
Champion user experience (UX) in all digital services
Leadership and Governance
Lead, coach, and develop cross-functional technical teams
Manage vendors, contracts, and third-party service providers
Maintain compliance with ITIL, ISO 20000, ISO 27001, and internal audit requirements
Manage budgets, capacity planning, and risk registers
Required Qualifications
Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field
8+ years of IT experience, including 3+ years in a service delivery or team leadership role
Hands-on knowledge of data center operations, DCIM, networking (wired/wireless), and network security
Experience with virtualization, operating systems, backup, and disaster recovery
Strong experience with Oracle Database, MS SQL Server, ORDS, and WebLogic
Working knowledge of Oracle Forms, Reports, and PL/SQL
Experience administering a service management platform (e.g., ServiceNow)
Understanding of accrual-basis accounting in application requirements
Proven background in systems analysis, process re-engineering, and DevOps/QA practices
Excellent communication, stakeholder management, and problem-solving skills
Preferred Qualifications
ITIL 4 certification (Foundation or higher)
PMP, PRINCE2, or Agile certifications
Oracle, Microsoft, or network certifications (OCP, CCNA/CCNP, etc.)
Experience with mobile and smart device app development
Experience in large enterprise or government environments
What We Offer
Competitive salary and benefits package
Opportunities for professional development and certification
A collaborative, innovation-driven work environment
Exposure to large-scale, mission-critical systems