About the Role

Master Works is seeking an experienced Service Delivery Manager (SDM) with prior exposure to Data & Integration Managed Services. This full-time role, based in Makkah, Saudi Arabia, involves overseeing service delivery, managing client relationships, and ensuring the successful and timely delivery of services in line with agreed SLAs and business requirements. The SDM will coordinate with technical teams, monitor service performance, manage escalations and risks, and drive continuous improvement to ensure operational excellence and high client satisfaction.

Key Responsibilities

• Manage end-to-end service delivery for Data & Integration Managed Services, ensuring services are delivered according to agreed SLAs, KPIs, and contractual commitments.
• Act as the primary point of contact for clients, maintaining strong relationships and ensuring high levels of customer satisfaction.
• Lead and coordinate service delivery teams across Data Engineering, Integration, ETL, APIs, and related technologies.
• Monitor service performance, operational KPIs, SLAs, incidents, risks, and service improvement initiatives.
• Manage project and service delivery plans, ensuring milestones, deliverables, resources, and budgets are effectively controlled.
• Coordinate with technical teams, project managers, vendors, and business stakeholders to resolve operational and delivery issues.
• Identify delivery risks and dependencies and implement appropriate mitigation and escalation plans.
• Prepare and present regular service performance reports, dashboards, and management updates to clients and senior leadership.
• Drive Continuous Service Improvement (CSI) initiatives to improve service quality, efficiency, and customer experience.
• Ensure proper governance, documentation, change management, incident management, and problem management processes are followed.
• Support resource planning, capacity management, onboarding, and performance management of service delivery teams.
• Manage escalations and ensure timely resolution of critical incidents and customer concerns.

Required Qualifications

• A minimum of 8 years of experience in Project Management and Data & Integration Managed Services.
• PMP or PRINCE2 certification is preferred.

Essential Skills and Attributes

• Strong project management capabilities.
• Proven stakeholder management skills.
• Excellent communication abilities.
• A focus on operational excellence and client satisfaction.
• Ability to coordinate effectively with technical teams.

Work Environment and Location

This is a full-time position with Master Works, located in Makkah, Saudi Arabia. The role operates within a dynamic environment focused on delivering high-quality managed services.

Application Information

Candidates who meet the specified requirements for this Service Delivery Manager role are encouraged to submit their application.