Job description

Muller's Solutions is seeking an experienced Service Delivery Manager to lead and oversee managed IT services across Service Desk, Field Support, and Inventory Management functions. The ideal candidate will ensure high-quality service delivery, drive operational excellence, manage distributed teams, and maintain strong stakeholder relationships while meeting agreed SLAs and KPIs.

Key Responsibilities

Drive SLA and KPI achievement and provide regular service performance reports to senior stakeholders.

Lead and govern Service Desk, Field Support, and Inventory Management teams.

Coordinate managed service delivery across multi-vendor and cross-functional teams.

Manage team scheduling and workforce planning for shift-based operations.

Develop and execute individual development plans for team members.

Ensure effective incident, problem, and escalation management through structured governance.

Identify opportunities to improve service delivery processes and operational efficiency.

Build and maintain strong relationships with internal and external stakeholders.

Communicate effectively with technical teams, business users, and senior management.

Lead operational problem-solving initiatives and drive continuous service improvement.

Preferred candidate

Years of experience

5+ years

Nationality

Saudi Arabia

Degree

Bachelor's degree / higher diploma