Service Delivery Manager – Airline Industry Experience is a Must

Job Summary

The Service Delivery Manager will oversee complete IT service delivery for airline and aviation clients in Saudi Arabia, ensuring compliance with SLAs and KPIs while maintaining strong client relationships and coordinating teams.

Responsibilities

• Manage comprehensive IT service delivery for airline/aviation clients.
• Serve as the main contact for clients and key stakeholders.
• Ensure adherence to SLAs, KPIs, and quality standards.
• Monitor service performance and pursue continuous improvements.
• Coordinate technical, operational, and support teams to address service issues.
• Handle incidents, problems, escalations, and service requests.
• Prepare and deliver service performance reports to clients and management.
• Conduct regular service reviews and stakeholder meetings.

Must haves

• Proven experience in the Airline/Aviation industry (mandatory).
• Experience as a Service Delivery Manager or similar IT service management role.
• Strong knowledge of IT Service Management and ITIL principles.
• Experience managing SLAs, KPIs, service performance, and escalations.
• Excellent stakeholder and client management skills.
• Ability to coordinate cross-functional technical and operational teams.

Nice to haves

• ITIL certification.
• Experience with airline IT systems, aviation technology, or airport environments.
• Experience managing large-scale IT services or enterprise clients.
• Experience working with international or EMEA-based clients.

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