Service Delivery, ITSM & Project Manager

About the Role Specialized Enterprise Systems (SES) is hiring a Service Delivery, ITSM & Project Manager at a client site in Saudi Arabia. The role is responsible for managing service delivery, IT service management (ITSM) processes, and project execution within a mission-critical data center operations and maintenance environment, ensuring services are delivered in line with agreed service levels and industry best practices while driving operational excellence, continuous improvement, customer satisfaction, and successful project delivery. Key Responsibilities • Manage end-to-end service delivery for data center operations and maintenance services, ensuring compliance with SLAs, KPIs, and customer expectations • Lead the implementation and governance of ITSM processes, including Incident, Problem, Change, Service Request, and Configuration Management, and Continual Service Improvement (CSI) • Serve as the primary point of contact for customers on service performance, escalation management, and operational reviews • Monitor service quality, availability, capacity, and operational performance across data center infrastructure and support services • Lead major incident management, ensuring timely resolution, stakeholder communication, root cause analysis (RCA), and corrective actions • Manage transition and onboarding activities for new services, customers, and infrastructure projects • Develop and maintain service delivery plans, operational procedures, governance frameworks, and reporting mechanisms Requirements • 7+ years of experience in service delivery, ITSM, and project management, ideally in data center operations • Bachelor's degree in IT, Computer Science, Engineering or a related field • Saudi nationals only • Willing to relocate to the client site in Saudi Arabia within 2 months • Office hours with on-call escalation support Skills and Technologies • IT Service Management (ITIL) • Service Delivery Management • Data Center Operations & Maintenance • Project & Program Management • Incident, Problem & Change Management • Stakeholder & Customer Management • Service Level Management (SLM) • Risk & Compliance Management • Business Continuity & Disaster Recovery • Vendor & Contract Management Preferred Certifications ITIL 4 Foundation / Managing Professional, PMP or PRINCE2, Agile/Scrum, ISO 20000 or ISO 27001, Data Center Operations or Facility Management certifications Show more Show less