Company Description Pro V International is an award-winning global technology consulting firm focused on IT strategy, advisory, implementation, management, and optimization. The company delivers cloud technology, software implementation, business process optimization, and intelligent operations that improve organizational efficiency and business outcomes. Pro V designs technology stacks aligned with long-term business goals and is known for its responsive, client-focused teams. As a certified partner of leading platforms such as IFS Applications, Microsoft Azure, Tanium, Service Now, Boomi, Sugar CRM, and UiPath, Pro V offers deep expertise in modern enterprise solutions. Professionals joining Pro V can expect to work with advanced technologies in a collaborative, results-driven environment. On-site IFS Application Support Governance & Service Delivery Manager Location: Riyadh, Saudi Arabia Duration: 48 months Delivery model: One dedicated on-site lead supported by a lean offshore governance and specialist team Platforms: IFS FSM 6, IFS PSO 6 and future IFS upgrades or cloud transition Reporting: SEC Application/IT Management and Pro V Service Delivery Leadership Key Roles and Responsibilities:The On-site IFS Application Support Governance & Service Delivery Manager will act as Pro V’s single point of accountability for the operational delivery, governance, service performance, and compliance of the IFS managed-services engagement. The role will coordinate SEC stakeholders, Pro V’s on-site and offshore teams, IFS OEM, infrastructure teams and other vendors to ensure that services are delivered in accordance with contractual SLAs, governance standards, security requirements, and agreed quality measures. This position is not limited to project coordination. It is a senior governance and service-delivery role responsible for maintaining operational control, management visibility, audit readiness, escalation governance and continuous improvement throughout the four-year engagement. The SOW specifically requires an on-site Application Support Project Manager, an Operational Governance Framework, weekly and monthly governance meetings, SLA reporting, audit readiness and operational escalation management Act as the primary on-site point of contact between SEC, Pro V, IFS OEM and offshore teams. Establish and manage the Operational Governance Framework and governance calendar. Conduct weekly operational meetings and monthly service-review meetings. Monitor SLA, KPI, incident, problem, change and service-request performance. Coordinate P1/P2 incidents, escalations, RCA preparation and corrective actions. Manage IFS OEM escalations, response tracking, patches and hotfix coordination. Prepare monthly dashboards, service-health reports and management review packs. Maintain RAID, action, escalation, compliance and audit-evidence registers. Coordinate releases, upgrades, testing, deployment readiness and post-release stabilization. Ensure all documentation, SOPs and governance artefacts are complete and stored in SEC repositories. Drive continuous improvement, ticket reduction and service-performance optimization. Coordinate offshore functional, technical, reporting, PMO and compliance support teams. Ensure continuous on-site coverage and proper handover during leave or replacement. Report service risks, contractual deviations and improvement actions to SEC and Pro V management. The role serves as the single governance and service-delivery control point for the IFS FSM and PSO managed-services engagement. Recommended experience12+ years of overall IT service-delivery or application-support experience. At least 5 years in service governance, managed services or application-support leadership. Experience managing enterprise application support in a large and regulated organisation. Practical exposure to IFS FSM, IFS PSO, field service, service management or a comparable enterprise platform. Experience working in Saudi Arabia or the Middle East is strongly preferred. Experience coordinating on-site, offshore, OEM and customer teams. Proven ownership of SLA, KPI, RCA, audit and compliance deliverables. Essential competencies ITIL-based service-management knowledge Governance and service-review leadership SLA and KPI management Major-incident and escalation management Problem management and RCA Risk and compliance management Audit-readiness coordination Change and release governance Executive reporting Document and repository control Stakeholder management Strong presentation and communication skills Preferred qualifications PMP, PRINCE2 or equivalent project-management certification ITIL Foundation or higher IFS FSM, PSO or IFS Service Management exposure Managed-services or service-delivery certification Experience with Solution Manager or comparable ITSM tools Arabic communication capability is desirable; otherwise, bilingual documentation support must be available